With its eyes on the target, madewithlove adopted a two-step approach. The first involved collecting insights and data at the technical and organisational levels. Step two was all about designing the concept, vision and high-level analysis of what the final product should be.
Madewithlove set about interviewing high-level staff in Parentia’s communication, IT and operations departments to find out more about the operational, IT and communication infrastructure. Questions covered everything from each department’s current organisation and challenges to their future plans and future requirements. To get a 360 degree view of what works and what doesn’t, madewithlove also followed people around as they went about their daily jobs.
The audit served as the base for a product concept. Madewithlove examined ways to integrate all active channels (including email, phone, chat, letters, and government information feeds) into one solution. This will enable a case manager to process his/her to-dos as efficiently as possible. Clients also stand to benefit from such a solution, by gaining the maximum value from being registered with Parentia. For example clients could order pre-filled forms, obtain a transparent view of their cases or receive personalised content whenever necessary.
Thanks to this product ‘ideation’, madewithlove came up with a novel digital solution that combines a content and e-platform for Parentia’s clients. It also features a task centralisation platform featuring automated task assignment for Parentia’s case managers.