Our work / we helped innovate for the NDIS and diverse markets.

RichmondPRA / Instructional Design, Client Empathy and Journey Mapping, and Practice Innovation

Our client, RichmondPRA, was aware that, as it grows, ensuring that it is responsive to the diversity of people in the communities it serves would be one of the keys to its success into the future.  With the help of Practical Visionaries, RichmondPRA therefore sought to create a diversity strategy to support its journey towards becoming a more inclusive organisation, as a social objective and strategic priority.

We brought together staff from across the organisation, from the CEO down to frontline staff, for Common Ground - a two-day diversity innovation workshop.  Common Ground was an opportunity to begin exploring how diversity impacts on the delivery of services and how RichmondPRA can design services to be more inclusive to the people and communities it serves. 

By building on the National Disability Insurance Scheme (NDIS) reframe that clients, or consumers, from diverse backgrounds are going to become customers, we helped build the case for diversity innovation across the organisation.  By developing client empathy maps and journey maps we helped staff identify touch-points for further innovation across the spectrum of their services.

We then helped staff design Diversity Practice Innovation projects. The projects were designed as a “bottom-up” approach to building staff capability to engage with diverse communities and highlighted that responsibility for the implementation of the strategy was across the organisation, regardless of position or role.

Read our case study on service and strategy design for diversity