Service Design
- A concept for Organ Donation Australia
This project focused on the hundreds of potential organ donors a year who’s wishes are not met due to their families not knowing, at the time of their passing, whether they were a registered donor or not.
The user interaction and systems that support this service needed to be adjusted to better suit the younger population of Australians. The solution was an updated mobile compatible website and social media campaign to engage the target audience and spread the word and spark discussion around organ donation.
The Problem
76% of Australians say they would donate their organs, only 33% of the adult population has registered.
As well as a lack of registration with in the Australian population there is an issue surrounding next of kin consent.
At any time in Australia there are at least 1,800 people waiting for life saving organ
The Aim
Build community awareness and stakeholder engagement across the Australian population to promote organ and tissue donation. So family members are confident in supporting the decisions of their loved ones.
Ensure more Australians are making and registering an informed donation decision on the Australian Organ Donation Registry mobile website.
By conducting market and user research the target audience was established. The expected users of the mobile website are those who are ‘on the go’ or have limited access to a desktop computer. It is expected to target, although not excluded to, a younger audience due to their lack of registration rates and high presence on social media and influence through these mediums.
The target audience was then explored through many persona exercises to understand and evaluate the ideation stages to formulate a holistic design solution.
The User
So much of service design is about invisaging how the outcome will positively influence a users actions and aid in the successful completion of a task, however it is also important to firstly understand how the outcome has the potential to fail.
One exercise used to understand potential failings and opportunities for improvement was user journey mapping and blueprints.
story telling
