Stronger Standards communication strategy

Challenge

The Aged Care Quality and Safety Commission faced the challenge of communicating and implementing new and Stronger Quality Standards to both providers and consumers in the aged-care sector. The goal was to ensure awareness and comprehension of the changes, fostering effective engagement and adherence to the Stronger Standards in their daily operations and experiences.

Process

My team and I took an iterative design approach. We engaged providers and consumers, through in-depth interviews and concept testing. The diverse range of participants, spanning various roles and sectors, allowed for a comprehensive understanding of their unique challenges and preferences. Synthesising findings after each round of interviews, the team validated and refined strategies in successive stages, ultimately forming archetypes for both providers and consumers.

Understanding the diverse backgrounds, roles, and needs of providers and consumers, the Commission developed a channel strategy. This strategy outlined key communication channels and methods tailored to each audience, ensuring effective engagement. The process also involved creating archetypes to map out the behaviors, needs, and preferences of providers and consumers, guiding the Commission on how to respond to each archetype.