Reimagining the Onboarding Experience for Bolton Clarke’s RAC ​

Challenge

Bolton Clarke is a not-for-profit provider of independent living services through at-home support, retirement living and residential aged care. They are undergoing a significant amount of change with recent acquisitions and are keen to ensure they continue to operate inline with their purpose: to help people live a life of fulfilment. They strive to be provider or choice for prospective customers. Following on from the initial end-to-end mapping of Bolton Clarke’s residential aged care (RAC) process, Bolton Clarke want to develop a more detailed view of the onboarding experience from both the customer and business perspective from the point of when prospective customers seek to move into a RAC home through to their first day moving into a home. ​

​Approach

Understand the current state experience to identify needs, pain points and expectations, to then reimagine the future state experience for customers seeking Bolton Clarke’s RAC services. ​

The project comprised of conducting interviews and focus groups with customers and residents across multiple Bolton Clarke sites in NSW and QLD to gather rich insights to inform the development of journey maps. ​

• One-on-one customer interviews and focus groups with different customers, their family members and staff to understand their current customer experiences, pain points and unmet needs​
• Synthesing insights to inform the development of a detailed current state journey map that captured both the customers’ (actions, pain points, emotions, expectations) and business’ perspectives (front- and back-stage actions, pain points, gain points, channels).​
• Facilitating a solution ideation workshop with key business stakeholders to generate solutions.​
• Co-creating the future state journey map with key stakeholders incorporating prioritised solutions.​

Outcomes

Detailed insights into the experiences of customers seeking Bolton Clarke’s Residential Aged Care (RAC) services with clear and actionable solutions to implement improvements.​

• Enhanced Journey Mapping: Development of current & future state journey maps that visually and contextually represent both customer and business perspectives, identifying key moments, interactions, and areas for improvement.​
• Identification of Key Needs and Unmet Areas: Clear identification of unmet needs and expectations from the perspective of different stakeholders (customers, their family members, and staff), allowing Bolton Clarke to understand areas that require strategic attention.​
• Innovative Solution Generation: Through the solution ideation workshop, key stakeholders contribute their expertise to co-create a list of potential solutions. This collaborative approach fosters alignment and buy-in from different parts of the business.​