The OPRS project aims to revolutionise the on-site preschool rehabilitation services for children with special educational needs (SEN) by developing and standardising service models. The project is structured in three phases: the initial standardisation of services, followed by the creation of step-up and step-down models. Each phase targets increased user satisfaction and improved operational efficiency through iterative design and extensive stakeholder collaboration.

Goal

Develop and implement effective service models that enhance user experience, reduce waiting lists, and integrate cross-departmental services, achieving a high level of user satisfaction.

Service Designer,
User Researcher

Methods

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

Year 2017-2022

In each phase, research was critical to understanding user needs and refining the service models. For the standardisation phase, we engaged over 400 diverse users and stakeholders through surveys, interviews, and usability tests. This research aimed to uncover pain points, optimise service delivery, and streamline waiting lists.

[Image: User research data and engagement statistics]

The step-up and step-down models built on this foundation by analysing performance metrics, conducting co-design workshops with stakeholders, and iterating on the service based on feedback. This approach ensured that each model addressed specific user needs and system inefficiencies.

With the insights gathered, we identified key areas for improvement:

How might we streamline the transition between different service levels for users?

How can we enhance user experience through iterative design and feedback integration?

What methods can we employ to better understand and address emotional responses from users?

We focused on creating adaptable and responsive service models through sketching, desktop walkthroughs, and rapid prototyping. This iterative approach allowed us to test and refine each model efficiently before final implementation.

The OPRS project resulted in three main service models:

Standardisation of On-site Rehabilitation Service: Streamlined waiting lists and consolidated service offerings.

2. Step-Up Model: Facilitated seamless transitions between services and integrated cross-departmental support.

3. Step-Down Model: Improved discharge processes and ensured continuity of care.

Each model was detailed through journey maps, service blueprints, and interactive prototypes, illustrating how the service would function and benefit users.

Overall, the OPRS project successfully enhanced preschool rehabilitation services by focusing on user needs, engaging stakeholders, and employing iterative design methods. The project’s outcomes demonstrated a significant improvement in user satisfaction and service efficiency.