Aged Care Service Innovation: RSL care & RDNS Service Design Strategy
THE CHALLENGEAustralia's aged care sector is changing, propelled by changes in consumer expectations, regulatory focus and commercialisation. With this outlook, RSL Care was motivated to look for opportunities to innovate their service offerings, ensuring they remain resonant and relevant to their current and future clientele for the foreseeable future.
OUR COLLABORATIVE JOURNEYEntrusting FromHereOn as the partner to co-design this vision, RSL Care sought to harness opportunities. This was familiar territory for us. Skilled at guiding organisations through dynamic change, we integrate business strategy and service design, clarifying the intricacies of service portfolios, capabilities, and technologies. This holistic approach empowered RSL Care to streamline its service portfolio and bring the correct focus to bolster its capabilities where it matters.
Over a dedicated 10 weeks, our collaboration with RSL Care materialised into a forward-thinking service strategy:
FROM HERE ON, IT'S GOING TO BE DIFFERENT Placing customer insights at the core of service strategy development;
Crafting a robust value proposition;
Venturing into prototyping and eliciting customer feedback;
Evaluating and refining capabilities; and
Establishing a clear trajectory with a service portfolio roadmap.
From an initial burst of over 300 potential ideas, we handpicked 29 services tailored for distinct personas. Refining these, we identified 11 fresh service concepts, marking the foundation of RSL Care's rejuvenated service portfolio.
FromHereOn took RSL Care RDNS on a journey to build a portfolio of services that collectively enable the realisation of customer value for existing and projected customers of RSL Care & RDNS over the next two years so that RSL Care & RDNS can delight customers with the relevance and innovation of their services, strengthen customer loyalty to the brand, and grow market share.
The renewed blueprint for the Community Care division's service offering is now being executed at the executive tier. Champions across both the northern and southern divisions, these organisational stewards understand the value of each service, ensuring its integration into the fabric of RSL Care's offerings.
Our work with RSL Care is positioned to delight their patrons, solidify brand loyalty, and expand their market presence. Are you eager to explore what collaboration with us might mean for you? Reach out.
“I recommend the approach, professionalism and ability of the FromHereOn team to any organisation seeking to take their teams on a journey of redesigning their business to improve the value proposition for their clients. Our team is proud of their contribution to the outcomes and genuinely enjoyed the journey.”