Getting life saving plasma to those who need it most

Australian Red Cross Blood Service

Plasma is critical to life saving treatments, from immune deficiencies to major surgeries, yet plasma donation is often overlooked by both the public and existing donors. The Blood Service needed to increase awareness, encourage more frequent donation, and improve the end to end experience inside donation centres.

We took a hands on service design approach, working directly in centres to understand donor behaviour, emotional barriers, and operational constraints. By prototyping the service in real environments, we were able to test and refine ideas quickly and translate insight into practical change.

Outcomes

• Conducted user research and co-design with donors and frontline staff
• Designed current and future state experience maps for plasma donation
• Prototyped a physical end to end donation service inside a live centre
• Defined 4 priority initiatives to improve experience and retention
• Achieved a 12% increase in plasma donations in the first 12 months