Transforming Health and Wellbeing for Pasifika Communities
The Fono
Overview
The Fono is New Zealand’s largest Pasifika organisation providing health, wellbeing and educational services with the mission of improving the lives of people, especially Pasifika. The Fono delivers culturally appropriate care that meets the unique needs of the communities they serve.
The Challenge
The Fono, New Zealand’s largest Pacific organisation, is dedicated to improving the health, wellbeing, and education of Pasifika communities. As they experienced rapid growth, The Fono faced a critical challenge: balancing the immediate needs of their clinics with the growing demand for accessible digital services. Many within the Pasifika and wider New Zealand communities struggled to access essential health and wellbeing services, highlighting the need for a more integrated and accessible approach.
The Outcome
The transformation has made a significant impact, enabling The Fono to offer 23 redesigned services that are more accessible and user-friendly. Pasifika communities now have easier access to critical health and wellbeing information and services, ensuring that The Fono continues to fulfil its mission in an increasingly digital world.
The Approach
To address this, our service designers and cultural strategists partnered with The Fono to develop a comprehensive series of blueprints that would guide their business strategy and enhance the customer experience. This process involved extensive research, including surveys, interviews, and workshops with over 1,300 customers, and collaboration with almost 200 staff members. Through this data-driven approach, we identified over 200 opportunities for service enhancements, ensuring that people, processes, and systems were aligned with the organisation’s mission.
