Service
Service Design
Team
The Challenge
A government department identified it needed to strength its human-centred design capability as an important contribution to informing the design and delivery of service reforms. ThinkPlaceX was engaged to work with the Department as a strategic service and HCD expert consortia partner. This role ensures the voice of the end user and diverse voices are brought into the design process, so any systems, services and policies are responsive, inclusive, and future-ready.
Our Response
Our diverse team of design researchers, information designers, HCD innovators, service designers uplifted and applied human-centred design methodologies across various activities and projects. Our work has provided a strategic lens to considering the human impact of the legislation reforms and informed development of priority initiatives that genuinely consider the needs and experiences of end users, and service providers as the reform is brought to life over 2026.
Key activities include facilitating co-design sessions and sector research to ensure that lived experiences shape policy and service improvements. We engaged stakeholders across the department and broader sector to inform an end-to-end blueprint that articulates the entire reform changes. This blueprint provides a comprehensive view of the full user experience for the end users to build alignment and drive meaningful change. It has allowed the Department and implementation partners to fully understand the impacts of policy and service changes. All while embedding design thinking approaches and a culture of human-centered design to ensure the creation of accessible, responsive, and sustainable solutions.
The Impact
By working closely with the Department, ThinkPlaceX helped to strengthen the service system, ensuring it is fit for purpose, equitable, and capable of meeting the evolving needs of Australia’s population. Through co-design and strategic collaboration, strong partnerships have been built between government, service providers, end users, ensuring that policy and service improvements are shaped by those who experience the system firsthand. Our team works with the Department to tackle complex systemic challenges—addressing workforce shortages, transforming service delivery, and enhancing digital accessibility—to drive meaningful improvements across aged care. By embedding inclusive design principles and evidence-based approaches, we are helping to create a more integrated and responsive service system—one that empowers older Australians to live with dignity, respect, choice, and independence.
Case studies
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