St. Joseph’s Lifecare Centre

Context

St. Joseph’s lifecare is a large nursing home that employs numerous types of staff. Keeping staff happy and reducing turnover rates is a primary objective of St. Joseph’s Lifecare Centre as is the case for any institution. Our goal was to identify needs and pain points among staff and to create a better experience for the staff that work at St. Joseph’s.

Competitive Analysis

I began by creating a SWOT analysis of surrounding nursing homes and similar institutions. This provides a structured approach to evaluate both internal and external factors that can impact staff satisfaction. It also provided a crucial understanding of the competitive lanscape.

Research Conducted at St. Joseph’s

Since we opted for a user-centred approach it was necessary that we spent time with the staff to hear their stories and to develop empathy. I conducted generative research through interviews with multiple staff and being on the floor shadowing them as well.

We discovered that there is a big disconnect between the staff and the higher ups. The staff felt that they were not being heard and that the efforts that management made to bridge this gap were insufficient. This lead the staff to feel unappreciated by management. It was also uncovered that staff were unsatisfied with the frequency of training. They felt that training was unorderly and could be improved by implementing a more systematic manner of training.

Prototyping

Building off of what was uncovered during the research phase, we concluded that staff appreciation was the most common pain point among staff. After some more research on ways that management can show appreciation we decided to ditch the generic company barbeque and instead design a company recognition event that promotes appreciation.