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Portrait of an aged person

Co-Design & Human-Centred Design For Community Engagement With Grampian Region Providers

Project Type:

Building Co-Design Capability & Project Guidance


Grampians Region Sector Development Team

Stawell Regional Health
City of Ballarat
Northern Grampians Shire Council
Gunditjmara Aboriginal Cooperative
Goolum Goolum Aboriginal Cooperative
Moorabool Shire Council


Grampians Region, Victoria. Australia

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Changes to regulations can present a challenge for all organisations and when you add in a global pandemic the Commonwealth Home Support Package (CHSP) and Home and Community Care Program for Younger People (HACC-PYP) service providers in the Grampians region of Victoria were dealing with a lot. 


The Grampians Region Sector Development Team support these organisations with change management, capacity building, the sharing of good practice and encouraging person-centred care. Always looking for innovative and creative approaches to providing support for their local providers, they engaged Impacto Consulting to deliver a capacity building project that promotes Co-Design, Consumer Engagement and Design Thinking, to empower local service providers to create person-centred change for the people they support.


This program had to be in the context of the aged care quality standards and enable the participants to reframe their view from "creativity being difficult in the sector due to regulations" to those regulations being a catalyst for innovation.


First, we designed and delivered a 2 hour Co-Design, Human-Centred Design and Consumer Engagement overview training session, to introduce a wide range of service providers to the methodologies, in a way that was easy to understand, demonstrated the benefits of using these approaches and showed alignment to the aged care quality standards.


Next, we provided 6 provider organisations with support in running their own co-design or human-centred design projects over a 4 month period.


This began by training staff members from each organisation on Co-design and Human-centred design methodologies over a series of 3 webinars. 


Between each webinar, the participants from each organisation would implement what they learned into their organisation's consumer focussed project that ran alongside the program.  We provided each group of participants with several coaching sessions and an easy to follow workbook, that was tailored to support their individual project needs.


  • Six service providers are now empowered to be able to create person-centred change in their organisation

  • In addition we were able to achieve individual project outcomes that included;

    - An in depth understanding of why some members aren't able to attend senior citizens meetings.  The members and the leaders of the senior citizen’s groups are now collaborating towards a better solution

    - A refreshed and superior dining experience in residential aged care, providing increased choice to consumers that manages both consumer choice but also safety and risk requirements 

    - A consumer feedback and improvement process that has since been adopted into a whole of organisation initiative to collect and act on consumer feedback

    - Community ambassadors working with the council to assist in engaging the community and assisting with the creation of the aged friendly community.


  • Due to the success of the program, two of the participating organisations were invited to present their projects and what they learned at the sector development best practice day event

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