A new digital service for families seeking childcare support.

Problem

Working with Pobal on Ireland’s new National Childcare Scheme we designed a new digital service to help families access childcare support.

The new scheme introduced many changes to the way in which parents access this support. Our challenge was to design a user experience that would help them successfully navigate this change.

Approach

We began by gathering insights about the existing process from parents. We focused on what was working for them and what they found frustrating.

With this insight, we mapped and sketched how the new system could best work for them. Ongoing research revealed that parents need reassurance as much as explanation.

This work developed into a series of prototyping exercises to put design concepts in the hands of parents and test every detail.

Outcome

The first phase of the service launched in November 2020. The new application process is a highly usable and accessible solution. It will help ensure that the introduction of a flagship government policy delivers real benefit to families in Ireland.