The Challenge

With a large geographic footprint, high-stakes service delivery, and decentralised operations, RFDS faced a unique set of challenges:

• Legacy platforms made it difficult to capture and share patient data securely and in real-time

• Scheduling and coordination tools lacked visibility, creating friction in mission-critical moments

• Staff across air bases, clinics, and control centres had inconsistent user experiences

• The brand and digital ecosystem needed alignment to communicate RFDS’s modern clinical capabilities and community care impact

• There was a need to embed design thinking while respecting deeply ingrained clinical and logistical workflows

Our Approach

Avoca partnered with RFDS to modernise their digital ecosystem through human-centred design and service innovation. Working shoulder-to-shoulder with medical staff, operations teams, and technical leads, we co-created a roadmap for digital transformation — one that was grounded in real-world user needs and capable of scaling across all regions.

We took a systems-level view while zooming into the critical points of care that mattered most — from first patient contact through to aeromedical response and follow-up.

Our approach focused on:

• Journey mapping across air and ground service workflows

• Establishing a unified design system to drive consistency

• Prototyping tools for mission coordination and remote diagnostics

• Facilitating workshops with frontline and back-office teams to shape the product vision

• Co-developing a scalable, API-ready architecture to integrate data sources across legacy systems

What We Delivered

• Service Design & Journey Mapping for Aeromedical Workflows

• Digital Product Vision & Roadmap Development

• Unified Brand and Digital Experience Design

• Frontline Staff & Patient Experience Prototyping

• Design Ops & Team Capability Uplift

• UX/UI for Critical Tools: Scheduling, Triage, Communications

• Executive & Operational Stakeholder Engagement

• Digital Ecosystem Audit & Strategic Consulting

The Outcome

Avoca’s work with RFDS enabled a future-ready digital foundation — improving coordination, visibility, and experience across clinical and operational teams.

The modernised tools and workflows led to:

• Faster response times and more efficient mission coordination

• Greater staff confidence and usability across devices and regions

• A human-centred design system that reflects the RFDS brand and mission

• A single, integrated view of service activity — from outback airstrips to major hospitals

• Improved stakeholder alignment and decision-making across the organisation

Working at the edge of healthcare and technology?
We’d love to help you deliver with impact, clarity, and care.

Learn more at flyingdoctor.org.au