MXA was engaged to provide a health check to validate whether the project is on track and delivering the right benefits.

Digital House is a key business transformation project that will deliver a digitally enabled future state for Australian Health Practitioner Regulation Agency (AHPRA). It will fundamentally impact every part of the organisation, deliver greater process consistency across professions, improve user experience and replace AHPRA’s core business systems. Half way through the project, AHPRA had concerns about the project’s progress and direction.

MXA followed its Design Thinking approach for each phase of this engagement. This approach clarifies and identifies problems that may or may not be known to the client and ensures recommendations are user-focused and address the identified problems.

This approach consists of five steps including:

1. Empathise – we conducted interviews with individuals involved in all levels of AHPRA in order to capture the sentiments and perceptions of the the project. The interviews afforded us the ability to understand the project from the people closest to it. This information was used in conjunction with a mass amount of documents to provide a deep and well-versed understanding of the project’s standing.
2. Define – with the information gathered we were able to analyse the content to identify patterns and issues that reflected core problems that needed to be addressed.
3. Ideate – the team brain-stormed ideas to uncover viable solutions were validated within the team before being presented to the clients for their feedback.
4. Validate – high level findings and recommendations were drafted and tested with key stakeholders to ensure it catered to the needs of AHPRA.
5. Recommend – the findings and recommendations developed in the previous stage were finalised and documented in the final products.

AHPRA now has clear direction and an action plan to successfully deliver the project with improvedtransparency. MXA presented high-level findings and recommendations to theSteering Committee which were put into action using MXA’s three-month plan.

The accompanying detailed Report clearly articulated the challenges faced by the project and provided achievablenext steps for the agency to undertake to ensure anticipated benefits would berealised.