Developing a Better Care System
At Elfy we are selling more than a product, we are selling a service, where most of the customer experience happens outside of our app and website. Similarly to Uber or AirBnb, most of the interaction the people that use our platform have with our service happens in the physical world and conjunctly with other users. This is why we do our best to understand and reduce frictions that occur outside of the product and develop processes we can test to provide a seamless service. Often frictions at the customer experience level are a result of problems within a behind-the-scene’s process, which is why we use Service Blueprints to understand all the different levels of our service.
Service Blueprints or Process Maps are a way of detailing every aspect of the service. This involves a visual schematic that incorporates perspectives of the user, service provider, and other relevant stakeholders in the behind-the-scenes process. At Elfy we have several different types of people using our platform and they comprise the front-end of the service. In order to develop a better service that reduces frictions for all of them we continue to map how each user interacts with each other and our team at Elfy both through the platform and in the physical world.
We developed Elfy out of a need for a better care system, because we recognized that the way care systems function is a broken system. Through mapping out problems of the existing care system we could identify problems and opportunities within the care service. We spent time together with our multi-disciplinary team and with care experts delving deeper into the problems of the current system through both Customer Journey maps and Service Blueprints. Because our service is comprised of various different user types we spoke with care workers, people receiving care, and their children to understand what issues arise in the existing care system. While mapping the system out we looked at different solutions that we can incorporate into our product to build a more seamless service.
Maps we created of the Caregiver’s Journey and the Service Blueprint. These helped us identify pain points and opportunities for creating a better service.
We create Process Maps by initiating collaborative workshops, so the entire team can provide input and understand the holistic process. Our team comes from various backgrounds in design, technology, and medical/ care to produce a clear vision of the service. Every team member has a different perspective and can find new solutions and affect change depending on their background. Once ideas and innovations are formulated into the process map we test them in the implementation stage. At Elfy we believe in producing a better care service, which is why our process and organisation is constantly adapting to better serve the people utilising our platform.