UX Projects
PCM - IW Collaboration
WorkSafe Victoria
Person Centred Case Management (PCM) and Injured Worker Collaboration (IWC).
Are injured workers willing to collaborate with Case Managers? Do they understand the value of full collaboration? How do they feel about creating goals with case managers and health care providers and creating a plan to achieve their goals?
Key Skills
Research - Collaboration - Assumptions Mapping - Prioritisation - Testing - Communication
About the Project
Person-centered case management (PCM) is a holistic approach to care that puts the client at the centre of their care plan, and involves the client, their family, and service providers as partners. It's based on the idea that people should be treated as individuals with their own unique needs, values, and circumstances, rather than just a condition
to be treated.
The Team
2 Experience Designers
1 Product Manager
Process
We conducted an environmental scan looking at current research around this topic and mapped out assumptions in Miroboards. I decided we could use the established PCM themes of ‘Know the Person, Collaborate, Establish Goals, Build a Plan, Seek Agreement and Check-in’, to frame the project and sought to understand the barriers, enablers and willingness of injured workers to collaborate with their case managers.
We then set up a series of questions based on these themes and tested them during interviews with injured workers.
We found pain points, gathered insights, synthesised the themes and adjusted our moderation guide and questions
and conducted further interviews to clarify our discoveries.
We synthesised our overall findings and created a presentation to communicate our recommendations to the business.
Constraints and Limitations
Injured workers often struggle to heal and may not communicate well with case managers and treaters. They might not gain a deep enough understanding that positive collaboration with their case managers can assist their recovery. We experienced some animosity towards WorkSafe staff which may be due to the difficulties they face during recovery and the process of dealing with government agencies and treating organisations.
Conclusion
The business valued our presentation, findings and insights and arranged for us to start on the next phase of the broader ‘Recovery and Return to Work Case Management’ project.
Personal Insights and Reflections
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I’m calm under pressure when going through the uncertain ‘grey’ phase of projects, working out the best way to start working through the problems. I can come up with strong, clear and useful solutions.
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When things go wrong in interviews I’m calm and able to continue to show empathy and understanding.
