Case Study: Provincial Health Services Authority delivers COVID-19 vaccinations at scale with OXD service mapping

Provincial Health Services Authority helps deliver 14.2M vaccine doses with OXD

The Provincial Health Services Authority faced the immense challenge of rapidly designing and implementing a mass COVID-19 immunization program across British Columbia. They needed to coordinate an unprecedented collaboration between government and health organizations to vaccinate millions of people amidst changing guidelines. OXD used service mapping and a human-centred design approach to help shape the complex processes required for the new ImmsBC digital system and the physical vaccination clinics.

OXD created numerous service maps and process diagrams to visualize the entire vaccination journey, which helped bridge the gap between high-level decision-makers and the implementation team. This provided a clear, shared understanding of the complex processes and identified unmet needs. As a result of this work, the program successfully administered over 12 million vaccine doses to more than 4 million people through 170 mass clinics and 203 First Nations communities, ensuring equitable access to vaccines across the province.

Provincial Health Services Authority