MyACC Empowering customers through digital transformation
11:13AM Oct 11, 2020
back end developers
front end developers
My name is Josie Brough, and I'm the product owner for MyACC. I've been at ACC for about two and a half years, I first came on board when we first kicked off MyACC. MyACC is our self service platform for our clients, it's there for people to use when they've had an accident when they're recovering from their injury. At the moment, it's available for a small pilot group we've got about 10,000 users. And it's been that way for about the last year or so.
We're really aware that when people are engaging with us when they're using MyACC as not when they are at the best, you've gone through not only an injury, but something that is also potentially a very traumatic event. The main goal of MyACC was to empower clients to take control of their own recovery journey.
Before MyACC was around, people either had to engage with us over the phone or by email. One of the big issues that our clients really faced was a lack of understanding of what ACC can do to support them. Because we were making a client speak to us over the phone, we were making them to do their research themselves. And they were having to ask for things that they didn't even know existed. It is that kind of idea, if you don't know what you don't know.
MyACC do all of the basic stuff like updating their contact details, adding new personal details, entering information, making sure that all of that's correct. One of the most important things that ACC does for people is that we pay them, so we pay up to 80% of your wages, if you're off work, because of your accident. Through MyACC, you can go in and you can request that weekly compensation, you can go in and you can see your payments each week, you can see how much we're going to pay you and when we're going to pay you.
MyACC initially kicked off was quite an intensive discovery phase back in 2017. So that was very much a human centred design lead processes, and by the end of that period, we kind of understood the shape of what we thought MyACC would need to be. We did a lot of interviews with clients, where we did co design sessions with them, we designed concepts, we we now we tested those concepts, we did full user testing. So we had a lot of contact with clients through that initial time. And a lot of the findings that came out of that are still guiding the decisions that we're making today, which is even a couple of years later. We had quite a long design and development phase to get to our MVP. We worked in sprints, and then we did one big bang release at the end of that. We've got quite a big development team. We have a mix of back end developers, front end developers, testers, project manager, product owner, business analysis, design, user experience, and then we bring in other people as needed as well. We're constantly iterating and developing. We collect a lot of customer feedback that either comes through feedback channel within MyACC and we also talk to our frontline staff, they're able to give us a lot of insight into the challenges that our clients face, both kind of within the wider ACC context and also within MyACC.