Business Case for Replacement of a Key Information System


ACT Health

About this project

ACT Health
Business Cases Development and Review
First pass business case, second pass business case, user journey maps, personas, solution architecture

Our Role

MXA was engaged to undertake comprehensive user research, market research and a feasibility study to inform the development of a detailed business case for government consideration.

The Challenges

The ACT Health PathologyLaboratory Information System (LIS) is a crucial health system which had been in operation for over twenty years. Since its establishment it has undergone heavy customisation and required the support arrangements to be reviewed.

Significant emphasis on improving quality of service and efficiency of operations is what drove this piece of work. ACT Health wanted to make sure the replacement solution addressed user needs and provided a contemporary, flexible and supported platform for the government to continue to provide services in an ever-changing environment.

Our Approach

MXA has a robust and well-developed Architecture Framework. Our multi-disciplinary teams are expert at using our unique methodological approaches to deliver innovative solutions for our clients. For this engagement, MXA held several workshops and interviews with key stakeholders to map existing user experiences and identify opportunities for improvement.

From the information gathered,MXA created personas of key users and journey maps. These were iterated before being turned into visual representations which allowed stakeholders to fully understand and empathise with the needs and challenges of each persona and how the proposed solution would address them. We also conducted a market scan and feasibility study to understand technology options for the new solution.


Our user-centred design approach ensured that all key stakeholders were represented, their challenges acknowledged and mitigated in the final designs.

MXA delivered a detailed business case which articulated the problem to be addressed, options considered, governance, and benefits to be realised. The business case was endorsed by the government and MXA were subsequently engaged to assist in theTender process.

“MXA produced excellent work for ACT Health and made a significant impact on the success of one of our biggest and most challenging projects. We wouldn’t hesitate to engage with them again for similar work.”

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