Case study 案例研討
London Borough of Lewisham
“Design will be integrated into our methodology as another tool for transformation… Things like prototyping transform how we work. It‟s not just about jumping to a pilot phase. We can refine things to make sure it‟s right before we start investing.”
Lindsey Craig, London Borough of Lewisham Policy and Strategy Officer
Transforming a support service so it better meets customer needs
Lewisham‟s emergency housing service is very busy and the people using the service can‟t always find out whether or not they are entitled to support quickly and easily enough.
Public Services by Design partnered frontline staff from the Housing Options Centre and service managers Lewisham‟s policy, strategy and transformation department with a Design Associate.
Expert design mentoring
Design Associate Sean Miller has helped Lewisham staff to begin using design thinking and techniques to analyse their current service and create ways to improve it.
To start with, Sean ran workshops with staff to identify the types of people who use emergency housing services in Lewisham.
Design techniques bring tangible outcomes
Staff were shown how to use design techniques,such as brainstorming, visualisation, prototyping and ethnography (where they used video to observe people using the service) to really understand their customers.
Lindsey Craig, London Borough of Lewisham Policy and Strategy Officer, says there is a lasting design legacy in Lewisham.
„Design will be integrated into our methodology as another tool for transformation.
Sketching is a great engagement tool, it gives everyone a chance to have their say and using film has helped us change our culturearound being more customer focused.
The design approach has certainly got us much more buy-in from staff.
Things like prototyping transform how we work. It‟s not just about jumping to a pilot phase.We can refine things to make sure it‟s right before we start investing.
During brainstorming, 100 ideas were generated. With Miller‟s help, staff refined this list down to four key opportunities to test out.
Right first time:
A project to improve the first interaction customers have with the service by ensuring staff know what questions to ask and what information to give
What next doc?: Information design prototypes to help housing advisors explain to customers what happens after their first interview
Clearly and accurately presenting details of the housing options service in a series of fact sheets
Showing customers what to expect while they wait to see an advisor by illustrating various scenarios and placing story boards around the reception area
„The idea that‟s moved on furthest is the one around storyboards,‟ says Craig. „We have commissioned cartoonists Cognitive Media to create cartoon-style storyboards on four topics that are key to how we run the service at the minute. They were about things like our rent incentive scheme, mortgage rescue and 16-17 year-olds using the centre. We wanted to make them really informative. We needed them to get some
key messages across too, like the fact that you can‟t just use the service to get a council house.‟
The impact of design
— £7,000 spent on design
— £386,000 projected efficiency savings
A year on, staff morale has improved, staff absence levels have reduced, money has been saved and customers are enjoying using a more efficient and appealing housing options service in Lewisham.
Peter Gadsdon, London Borough of Lewisham Head of Strategy and Performance says „at a strategic level I think design can be helpful to a council, or the public sector, and at a practical level with the staff, it also is very useful in empowering them to make changes to the way they work.‟
It is anticipated that the changes brought about by the Public Services by Design programme will deliver £368,000 efficiency savings per year.
Gadsdon says this is down to how the staff and customers were engaged in the design process and how Design Associate Sean Miller and design agencies think public and Cognitive Media have engaged the staff and taught them to use design techniques and manage design projects.
„Public Services by Design has opened our eyes to how to try and do things in a quick way. We have now established a working group with design at the heart. To make the design approach sustainable and not just a one-off we want to involve a rolling selection of staff who deliver the housing service in looking for new ideas to improve it. Design may seem an upfront cost, but if you engage with it and work with people who do it well, you develop lasting skills to take forward in to other projects.
“When you think of design you think about plastic cups, shapes of chairs or the next big innovation – however design in public services is more than that. Design provided a dialogue to shape social policy and to interact and engage with customers and staff to deliver change.”
Lewisham’s Head of Strategy and Performance http://www.designcouncil.org.uk/publicsector
當你想到設計你想到塑膠杯 椅子的形狀或下個巨大的創新 然而設計在公眾服務並不僅止於此。設計提供一種對話去形塑社會政策去交互影響 並與顧客和員工保證以傳遞變革。
Lewisham’s Head of Strategy and Performance http://www.designcouncil.org.uk/publicsector
Case study 案例研討二
North East Improvement & Efficiency Partnership
“Using the design approach has meant that we‟ve really listened to what our customers have had to say and we‟ve tried to come up with some solutions that are actually focused around what they want, not around what we think they need."
Coral Hanson, Health and Fitness Manager, Northumberland County Council
諾森柏蘭郡議會 健康暨健身經理 卡羅 海森 表示
Encouraging the over 50s to use services that will help them live independent lives
Adult social care faces considerable challenges in the 21st century as more people live longer. By 2022, 20% of the population will be aged over 65 and by 2027 there will be a 60% increase in the number of people aged over 85.
Adult social care project 成人社會照護計畫
The North East Improvement and Efficiency Partnership (NE IEP) is a government-funded programme that works with local authorities and their partners helping them to improve services and make efficiency savings.
東北促進及效率合作方案(NE IEP) 是一個政府與地方當局和同伴的資助計畫以共同幫助提升服務並樽節開支。
They needed to improve people‟s quality of life in the region whilst reducing spend on health and adult social care services. So they set up the „What Supports Independent Living project‟ to explore how they could encourage older people to use services that will support them to live independent lives whilst protecting front line services.
The focus is on service provision to promote physical activity in later life, such as sport and leisure facilities and informative websites, that will prevent the over 50s from becoming increasingly dependent on front-line health and social care intervention.
The NE IEP hope that through the What Supports Independent Living Project they can quickly identify and implement some low-cost practical actions in the region to promote the types of services which will be readily adopted by the target user group.
東北促進及效率合作(NE IEP) 希望透過”什麼是獨立生活計畫”中他們可以很快的在地區中證明和執行低成本的實際行動以在目標使用群裡推展可以使他們快速適應的服務類型。
Design opportunities 設計機會
The NE IEP realised that to overcome these challenges they needed to look at new and different ways of doing things. In the current climate, with people expecting personalised, on-demand services, they thought a design approach could help.
„I would describe design as an inclusive process. It‟s a set of systems and tools and a philosophy that really helps to open up creativity, and helps you to look at things from a completely different perspective.‟
Zoe Campbell, Project Manager, Adult Social Care Programme, NE IEP
NE IEP成人社會照護計畫的經理人Zoe Campbell 表示。
The Design Council‟s Public Services by Design programme appointed Design Associate, Colin Burns, as their mentor for the duration of the programme.
設計協會的公共服務的設計計劃指派設計聯會 Colin Burns 做為計畫期間的指導顧問。
„I thought Colin was great. He was really very challenging because he was quite different to the way that we‟d worked before and because his perceptions of ideas were maybe more creative and he didn‟t necessarily come to the same conclusions that we came to. So, it allowed us to think differently.‟ Coral Hanson, Health and Fitness Manager, Northumberland County Council
諾森柏蘭郡議會 健康暨健身經理 卡羅 海森 表示
Burns helped them understand how design techniques could improve existing services. Ideas were distilled into some potential design opportunities the NE IEP could pursue.
They included: 他們總結:
— Commissioning a service design agency to better understand customers
— Designing an internal communications campaign to share best practice across the region
— Providing a way for staff to quickly try out and test their improvement ideas through prototyping
Burns helped the NE RIEP commission design research agency, Options UK, to try and identify what was stopping older people from using services such as health and leisure facilities. Options UK also explored what the successful services were doing right so they could be used as best practice examples.
“In terms of sport and leisure we found that the biggest barrier preventing people from accessing that service was confidence. People weren‟t comfortable in the sport and leisure centre environment.” Lucy Denham, Senior Service Designer, Options UK
“就運動與休閒方面來說，我們發現，阻止人們接受服務最大的障礙是自信。人們對運動和休閒中心的環境感覺不適。”英國商辦高級服務設計師露西德納姆 表示 。
Options UK worked with communities to try and better understand why these types of barriers existed. They then came up with ideas, co-creating them with the people using the service and with staff from the NE IEP, to make it easier and more desirable for people to access the service.
英國商辦與社區合作，試圖更好地理解為什麼這些類型的障礙會存在。然後，他們想出了辦法，他們與使用者並和來自東北的NE IEP 的工作人員共同創造服務，使來接受設備之使用者更容易使用且更合意提供的服務。
Burns and Options UK helped the NE IEP try out some of those ideas in a rapid way, mocking things up and testing them for half a day or sometimes a week, to see if they would improve the number of people accessing the services.
伯恩斯和英國商辦幫助 NE IEP 用快速的方式嘗試其中的一些看法，實體將事情做出模型並用有時半天，有時一個星期的時間測試它們的東西，看看他們是否會提高使用服務的人數。
According to Campbell, traditionally they had to have a lot of evidence in order to test out ideas, so prototyping was a new concept for the NE IEP team and something they initially struggled with. But now they have found prototyping to be one of the most successful design tools they implemented. “Rather than invest a great deal of resources, time and energy into something to then find out that it doesn‟t work, we‟ve trialled something really quickly on the spot.“ says Campbell.
據坎貝爾表示，傳統上他們必須有大量的證據，以便測試出想法，所以形塑模型是the NE IEP團隊一個新的概念也是他們最初的努力目標。但現在，他們已經找到模型塑造是一個他們可以實施最成功的設計工具，。坎貝爾說:“與投入大量的資源，時間和精力到某件事，然後卻發現它無法使用之下，我們已可以很快的在現場做些運作測試”。
The impact of design設計的影響
Interest in the design approach and in involving service users in problem solving and developing the role of health trainers, helped the team attract a further £20,000 to support the project.
Independent evaluation shows that the What Supports Independent Living project can expect to see efficiency gains of £1,539,500 as a direct result of using a design approach for service improvement.
Campbell says: 坎貝爾說：
„Working with the Design Council has definitely given us the confidence to know how to use design tools ourselves internally, but also how we would go about procuring and getting the services of design experts to work with us. The involvement with the Design Council has allowed the What Supports Independent Living Project to go to new places that it wasn‟t going to in the first instance. And it certainly has fired up the people that were involved in it to look at the design of services in a whole new way.‟
Become part of the next cohort 成為團隊的一份子
Who should apply? 誰需申請 ?
Places on the programme are open to public sector organisations that are committed to transforming their services and looking to do things differently to achieve this. It is of particular value to organisations delivering services that need to be more customer-focused.
Public Services by Design works well for organisations who are in a multi-agency partnership such as place based initiatives, as well as other organisations like Local Authorities. To date we have worked with clients across a wide range of services including homelessness, NEETS, adult health and well-being, young offenders, children’s health, and business services.
To determine if you‟re the type of organisation who would benefit from design mentoring, we‟ve got a handy checklist. Have you identified a specific project that could benefit from a design approach?
Do you have clear project objectives?
Are you committed to the scheme in terms of time, resources and senior level engagement?
Do you have a desire to provide services which are more customer focused?