Image courtesy of ACH Group
ACH Group is an aged care provider with residential care homes across Adelaide and the Fleurieu Peninsula. They truly understand the importance of delivering a consistent, quality experience throughout all of their sites.
Although ACH Group had a well-established ‘Voice of the Customer’ program to capture feedback, they wanted to more deeply understand what mattered most to their customers and use the knowledge to deliver a consistent, quality experience for residents and their loved ones, now and in the future.
The team tailored a pragmatic 3-stage human-centred approach that built upon existing work and ensured customers remained central to the project. We evaluated existing customer research, interviewed staff to gauge internal perspectives and articulated the current customer journey.
The insights gathered in discovery were used to create ‘customer challenge statements’ that drove ideation, generating over 300 ideas. These ideas were quantified and qualified, grading them against feasibility and customer impact.
Finally, the team spoke to residents and members of their families to validate the ideas to be sure ACH Group delivered solutions that mattered to them the most.
Escient designed a holistic, future-state customer experience that impacted on every step of the customer journey.
10 key moments we identified, from the initial site tour through to the food and dining experience. Each moment contained a set of practical, actionable initiatives designed to delight customers now and be of high value into the future.
The key moments, delivered as work packages, enable ACH Group to guide future IT architecture to support this future customer experience and action the solutions for implementation.
This is the second time we have worked with Escient and we hope to work with them again. The team members were committed to understanding our business and delivering actionable insights, which will lift our Customer Experience for years to come.
Teresa Yeing, Head of CX, ACH Group