Ally Assist

Enhancing Therapy Support Through Better Handovers

Project Overview

Ally Assist connects people with disabilities to therapy assistants, providing continuous support between clinical appointments. I transformed the critical handover process between Allied Health Professionals and Therapy Assistants into a streamlined, platform-integrated experience.

Design Lead responsible for:

  • Research synthesis and analysis

  • Persona and storyboard creation

  • Workshop facilitation

  • Prototype development (paper and high-fidelity)

  • User testing and iterations

Collaborated with Ally Assist's Customer Experience Officer for guidance and artefacts.

Problem Space

Challenge

The existing handover process between Therapy Assistants and Allied Health Professionals was conducted outside the platform, managed by clients' carers. This crucial step was often rushed or skipped, leaving Therapy Assistants uncertain about their responsibilities and lacking confidence in their care delivery.

Problem Statement

"Therapy Assistants need a structured way to build strong relationships with Allied Health Professionals to confidently perform their duties."

Research Process

Methodology

Conducted in-depth interviews with 15 Therapy Assistants to understand their challenges during the therapist interaction process.

Key Insights

  • Confidence Challenges

    • Therapy Assistants felt unprepared and uncertain at the start

    • Confidence improved with client rapport

    • Initial isolation in the process

  • Handover Issues

    • Strong preference for structured, face-to-face handovers

    • Information often relayed through parents instead of professionals

    • Lack of formal documentation

  • Professional Partnership Gaps

    • Need for structured check-ins with Allied Health Professionals

    • Desire for clear communication channels

    • Lack of formal support system

Solution Development

Design Process

  • Paper Prototyping

    • Initial concepts tested with CEO and developer

    • Technical constraints identified:

      • Match existing workflow style

      • Consolidate handover stages

  • User Testing

    • Digital prototype tested with 5 users

    • Iterative improvements based on feedback

    • Design approach validated

Final Solution Features

Enhanced Client Status Dashboard

  • Status-based client card organisation

  • Quick access to application status

  • Improved visibility of client details

Structured Handover Process

  • Clear step-by-step instructions

  • Comprehensive handover checklist

  • Integrated documentation system

Comprehensive Client Dashboard

  • Field notes integration with timesheets

  • Personal client goal tracking

  • Quick access to essential documents and contacts

Impact

Learnings

Improved confidence levels among Therapy Assistants

  • Stronger professional relationships between stakeholders

  • Enhanced documentation and communication

  • Better utilisation of the platform's capabilities

  • Workshop Management

    • Importance of structured time management in collaborative sessions

    • Value of focused facilitation

  • Scope Management

    • Critical need to focus on MVP features

    • Importance of addressing core pain points first

  • Technical Integration

    • Benefits of early developer collaboration

    • Importance of understanding full platform capabilities before design