UX Design Case Study
Financial Estimator
Building more trusting relationships between Dorset Council and service users by providing accessible financial information for more informed, user-driven decisions in adult social care.
The Challenge
Navigating the financial complexities of adult social care remains a significant pain point for users and their families. The sector lacks accessible digital touchpoints, leaving individuals without clear information on costs and service coverage, which in turn creates barriers to making informed decisions. This gap frustrates users and places unnecessary strain on healthcare providers and council operations.
In alignment with Dorset Council’s mission, "Our Future Council," which focuses on advancing digital transformation, there’s an urgent need to introduce a solution that simplifies access to financial information while supporting the council’s broader goals of enhancing service accessibility through digital innovation.
Problem Statement
The absence of a robust digital platform for adult social care users is necessary for them to understand financial obligations and available services. This lack of transparency complicates decision-making, leaving users without the tools they need to plan effectively. Furthermore, Dorset Council lags behind neighbouring councils, where similar digital tools have been successfully implemented, highlighting the need for strategic alignment with broader regional and national efforts toward digital transformation.
The Solution
The Financial Estimator is designed to address key challenges in navigating the financial aspects of adult social care by providing a clear, user-friendly tool. Through a streamlined digital experience, users will have access to personalised cost estimates and detailed service information, enabling them to explore care options with confidence.
This interactive electronic calculator will be seamlessly integrated into Dorset Council’s Adult Social Care webpages, offering an intuitive and anonymous interface. The tool considers factors such as income, pensions, and investments, simplifying complex financial data for users. It aligns with similar tools already implemented in neighbouring councils, strategically supporting Dorset Council’s broader digital transformation goals.
Key Features:
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Interactive Calculator: Offers real-time, personalised estimates for potential financial obligations.
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Seamless Integration: Embedded within the Adult Social Care webpages for easy access.
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User-Friendly and Anonymous: Designed for ease of use without requiring personal details.
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Comprehensive Financial Overview: Considers income, pension, and investments, making financial estimates easier to understand.
Benefits:
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Provides preliminary estimates to inform financial decisions about care plans.
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Empowers users to engage in more informed discussions during financial assessments.
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Enhances transparency and builds user confidence by demystifying costs.
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Improves overall user experience by reducing friction and uncertainty in the care planning process.
By offering a transparent and accessible solution, the Financial Estimator strengthens Dorset Council's service offering, aligns with its digital ambitions, and enhances user journeys in an increasingly digital landscape.
Research Process
The multi-month research phase was collaborative and iterative, aimed at designing a user-centered digital touchpoint for adult social care. As a service designer, I worked closely with another designer, a business partner, and a project manager to ensure the solution met both user needs and strategic goals.
Our research followed a structured, phased approach:
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Inspiration – Stakeholder workshops identified pain points and service gaps in the current system, providing crucial insights into the challenges users face in understanding social care costs.
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Understand – These insights drove our user mapping efforts, helping define key personas and journeys. We also conducted a comparative analysis with nearby councils to align with best practices.
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Innovation – Using co-design sessions and iterative testing, we refined the financial estimator tool based on continuous feedback, ensuring it was practical and user-friendly.
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Change – We integrated the tool into Dorset Council’s digital ecosystem, prioritizing scalability and long-term usability to ensure operational success.
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Embed – Post-launch, we held stakeholder training and established feedback mechanisms to monitor the tool’s effectiveness and ensure continuous improvements.
