Transforming Online Rehabilitation Service Delivery

The OPRS 3 project emerged in response to the COVID-19 pandemic, which accelerated the need for online delivery of Rehabilitation Services by NGOs and schools. Prior to this shift, the online platforms used by these organisations were inconsistent in content and functionality. The project aimed to develop a standardised website prototype with clear criteria to enhance and unify the online training services offered.

Goal

Evaluate and standardise the online service delivery models for rehabilitation training through a unified website prototype to ensure consistency, improve accessibility, and meet diverse user needs.

Outcome

A comprehensive website prototype that provides a consistent and user-friendly platform for online rehabilitation training. The solution includes customisable modules for different types of services, integrated support features, and a robust backend system to manage and track user interactions.

A standardised online platform model for delivering rehabilitation training services by NGOs and schools. The platform features modular design elements to cater to varying needs and ensure a cohesive user experience across different organisations.

For users

Consistent and reliable access to training resources

Improved usability and navigation

Enhanced ability to track progress and manage training sessions

A web development framework to build the prototype

Customisable modules for different service types

A backend system for data management and user tracking

Service Designer,
User Researcher

Methods

User Research, Stakeholder Interviews, Usability Testing, Co-design Workshops, Persona Creations, Journey Mapping, Service Blueprint, Ecosystem Mapping, Rapid Prototyping, Feedback Loops

Year 2020-2022

This project was initiated to address the urgent need for standardised online service delivery in the wake of the COVID-19 pandemic. I began by reviewing existing online platforms and identifying discrepancies in service delivery. Engaging with parents of children receiving the service, and NGO service delivery team through interviews and feedback sessions helped highlight the diverse needs and challenges faced by these organisations in transitioning to online services.

Through research and user feedback, I identified several key insights:

Variation in online service quality led to inconsistent user experiences

Many organisations struggled with integrating user support features effectively

There was a need for customisable modules to address specific training requirements

An intuitive and user-friendly interface was crucial for effective service delivery

—Parent of a child receiving rehabilitation services

In a series of ideation workshops with stakeholders from various NGOs and schools, I generated numerous ideas for features and functionalities. Using a MoSCoW prioritisation framework, I identified the most critical elements for inclusion in the prototype:

Customisable training modules

Integrated user support and feedback systems

Data tracking and reporting tools

I utilised storyboards and journey maps to visualise the user experience and the benefits of the proposed solutions.

The final service concepts included:

A website platform that allows NGOs and schools to customise training modules according to their specific needs The platform provides a unified and adaptable structure that ensures consistency across different service providers while allowing for customisation of content and functionality based on individual requirements.

This solution improves user engagement and operational efficiency by offering a cohesive interface and customisable features, addressing the diverse needs of various organisations.

An integrated support system that enhances user experience and service delivery The support system includes features such as live chat, FAQs, and feedback mechanisms to assist users and track their interactions. This ensures that users receive timely support and organisations can monitor and respond to user needs effectively.