Our presentation to the ACT Youth Affairs Conference 2013

1. CO-DESIGN – MORE THAN
POST-IT’S AND GOODWILL
Understanding the key elements of a co-design
process so you know what it is, what you should
expect and what you should demand.
ACT Youth Affairs Conference 2013 - 28 November 2013
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
1

2. POST-IT’S AND GOODWILL
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
2

3. ABOUT US – DESIGN MANAGERS AUSTRALIA (DMA)
DMA is a Canberra-based specialist service design agency working
with private, public, community and volunteer organisations.
What’s important to us
• Making a difference to people's lives through services that may or
may not even be noticed by them - for all the right reasons.
• Creating change that is needed and that makes things better.
• Bringing together a range of voices and disciplines who can make
things happen - not just talk about it, but do it.
We have a strong track record
• Working with people (staff, customers, community, change agents)
• Deliver for strategic and operational areas
• Co-designed service specifications for products and service
delivery, for internal and external users.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
3

4. ABOUT US – WHY WE CO-DESIGN
Co-design
makes it possible
to change the
system through
(sticky) steps
Co-design
allows us to
navigate and
understand complex
service systems
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Co-design
delivers on social
outcomes
4

5. ABOUT THIS SESSION
1. A Brief History of (Co)Design
2. Defining & Demystifying “Co-Design”
3. Co-Design Case Studies to Highlight Key Tools
and Techniques
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
5

6. A BRIEF HISTORY OF
(CO)DESIGN
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
6

7. A BRIEF AND VERY BROAD HISTORY OF (CO)DESIGN
Co-design as it is currently defined and discussed in the Australian public /
community sector setting had origins in the US in the early 90’s and has evolved
through practice to be a mature approach to the design of services and systems.
1960s-1990s
Design in strategic
application - a way
of thinking differently
about complex
problems.
• “Human-centred”
design
• Schools of Design
– IID, Standford
2002ish-2004ish
1990s-early 2000s
Application of Co-Design
Practice in Aus/NZ public
sector ATO, IRD –
“administration”
design, “service”
design, User-centred
design, UX
design, interaction design.
• Product design as
“design thinking” wellestablished - IDEO
• Emerging capabilities
• Education Institutions –
d.School
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Exploring approaches design
research, prototyping
and iteration.
• Establishing
capabilities.
• Defining practice
and methodology.
2004ish-2010ish
The maturing of federal
Public Sector Co-design
approaches –
ATO, Customs, Immigrati
on, Human Services.
• Sharing approaches.
• Public sector design
identity.
2011 - today
Transfer to a focus on
local Service Systems –
social enterprise,
technology, local gov.
7

8. DEFINING & DEMYSTIFYING
“CO-DESIGN”
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
8

9. DEFINING CO-DESIGN – YOUR EXPERIENCE
What do you think co-design is?
Do you have any experience?
What was it like?
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
9

10. DEFINING CO-DESIGN WITHIN A
CONTINUUM OF ENGAGEMENT
Communicate
Consult
Coordinate
Collaboration
“Informing the
public and
deliverers of
service about
what is going to
happen”
“Engaging with
multiple people
to indirectly
influence
outcomes”
“The bringing
together of different
and multiple working
elements for
consolidation
towards a shared
outcome”
“Multiple people
working together in
a mutually beneficial
and well-defined
relationship
to achieve a
common goal”
Co-design is the process of deliberately
engaging users of the system, deliverers
of services and other experts, being led
by experts such as designers, to actively
understand, explore and ultimately
change a system together.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
10

11. CO-DESIGN AS AN APPROACH
DESIGN PROCESS AS A DISCIPLINE
Co-design is an approach that can be utilised in a range of design
disciplines and processes. It is about designing with people.
The right people.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
11

12. DEFINING SERVICE DESIGN
Service Design is
the conscious & creative
process of crafting
meaningful connections…
(be they tangible touchpoints
and interactions, or more
intangible experiences)
…between user,
business/provider/govern
ment goals and outcomes
(be they effective and efficient
operations, social
good/improvement, or positive
profile).
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Desirability
Human
Factors
Viability
Business
Factors
Feasibility
Technical
Factors
Service Design
connects/integr
ates the three
areas
12

13. THE CONNECTION OF SERVICE DESIGN AND CO-DESIGN
Resarch
to
Understand
Analyse &
S
ynthesise to
Explore
Intent
Collaboration
Iteration
Prototype &
Synthesise
to Evaluate
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Define the
Design
Implement
& Change
Co-design as an
approach is critical
throughout
13

14. DEFINING A SERVICE
People
Touchpoints
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Pathways
Goals
14

15. WHY IT’S IMPORTANT TO CO-DESIGN PUBLIC SERVICES
“I have a knot in my
stomach”
“They have
the resources and
responsibility to make it
easier”
“I’m OK with less frills if I
can just get it done”
“With
government, simplifying
doesn’t always mean no
hassle”
“I don’t have very high
expectations - if it works,
it’s good”
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
15

16. HOW WE DEFINE CO-DESIGN – TAKING ON SOME MYTHS
• Users are always right.
• We should give people what they want.
• If we’ve engaged users in our process that is co-design.
• If I’m part of a co-design process I get to determine what the
result is.
• Co-design and a citizen-centric approach are the solution to
complex problems.
• Co-design is about technology and digital outcomes.
• Co-design can be applied to anything.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
16

17. TOOLS & TECHNIQUES
Four Case Studies to Illustrate Co-Design Activity
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
17

18. KEY COMPONENTS OF CO-DESIGN – PEOPLE
RESEARCH, OBSERVATION, ENGAGEMENT
Research that utilises a variety of techniques to explore
directly with users their experience for the purpose of
understanding what people think, do and use.
•
•
•
One-on-one in-depth interviews
Indirect observational approaches
Background research
PROTOYPING, ITERATION, COLLABORATIO
N
Prototyping is about visually and tangibly putting
together a working model of a concept in order to
quickly test out various aspects of a design, illustrate
ideas or features, and gather early feedback.
•
•
•
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
Sketches, hi-fi, lo-fi working models
Participatory workshops with groups of users or
staff
Focus groups or forums
18

19. CASE STUDY 1 – SERVICE DELIVERY TO MÄORI
TECHNIQUE: RESEARCH
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
19

20. CASE STUDY 2 – GENDER BALANCE ON BOARDS
TECHNIQUE: PROTOTYPING
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
20

21. KEY CO-DESIGN ARTEFACTS – MEANING MAKERS
CUSTOMER EXPERIENCE
MAP
A representation of the
service journey of a
customer. It shows their
perspective from the
beginning, middle and end
as they engage a service to
achieve their goal, showing
the range of tangible and
quantitative interactions,
triggers and touchpoints, as
well as the intangible and
qualitative motivations,
frustrations and meanings.
USER TYPOLOGIES
Evidence-based
descriptions of the
expectations, behaviours
and motivations of types
of people who will be
using a service:
• Who they are (in
relation to the service).
• How they operate
(within the system).
• What they expect.
• What frustrates them.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
FUTURE STATE
EXERIENCE MODEL
A representation that
maps the shifts of
experience from a
customer
perspective, building on
current experience
understanding, business
drivers, service principles
and the value proposition
offered by the
organisation.
SERVICE BLUEPRINT
A schematic diagram that
shows how different
service components link
into each other – showing
the different touchpoints
and options customers
have to choose from and
how the internal workings
of an organisation
supports those choices.
21

22. CASE STUDY 3 – MATERNITY AND CHILD HEALTH
TOOL: CUSTOMER EXPERIENCE MAP
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
22

23. EXPERIENCE MAP EXAMPLE
Maternal and Child Health - Service System in Operation (technology in focus)
NB: This map is based on research gathered from the experiences of a variety of users, in particular at Wyndham City Council, and in workshops with City of Melbourne, Yarra, Brimbank, Kingston and Wyndham Councils as well background research on MCH in prac
What people think
Thu ma i aq p e nv vo o v ec qe e p qe eo v ei i i t lq l u a q l vo
i
pu
e q ue ai n f h t q nv x ei nc f h ndvd a oe nd eai nuhp i v eM v q la Chl H e lhSevc Sy e - ihafc u o v c noo ya e v Th M p c p t e v eb gnni , d l a e a amo h q
i u n h aena nd i
d a
v
q ie uv m s v
o t n e h l g up cu. e a a v q u h e i ng mi de nd nd u
ve
e eu v euy e a i e a e o e a e v ev l nv q uevc (mo ant e o a a a l uevc u) Th jt ne iuef e i s h n a i i i t lduc v q uh i p e na . e u a v ec mpei ndf h v nv Ag a Sv g vui
nv q h
uv m nd u ng g d q ng g u h ot ay q ie a ng
mb q f v i be q ie . e o q y v l b gnu
l
e n ndvd a i o eu
e u q g nv I nd v h o l vo o v e e h e nd a e i v
v
s h n v ec i q ah u a e3½ . e up cf ,ve av v iu cp q d qp ee ve U
e h hl e c e g
d
Unl uu
e ii h c iive avt e eq u nv h niveua e p qe e
e
q l x ei nc .
‚a
I m
c png
oi ‛
Mother/Carer &
Child View
(entry or re-entry of mother/carer if
has subsequent births)
Logged in Service
6
‚ yc i i q a y
M hl u e d
d
f qKi e‛
o nd q
‚’ no
Im
v
c png
oi ‛
Engaged in Service
(8 x ages/stages)
‚ h qg vc nv c
T e i h o av
s iho qne ci nv
v t
s le
h u b e e a luh d
a e n uv bi e ‛
R c i eno iefo Ad ni q vo o
e ev
vc q m s mi uv ai n f
a p i me u
p onv nv
Other Provider Programs available
“ F qE a e ‚ e lh M v e,
o nh nc d H a y o h q
v
H e lh Ba i u‛p o q m va
a y be
v
q ga i
D H S,ho g So i lW o kq
v q t h ca
qe
“ ‚ evngv Kno Y t Ba y
G vi
o
s oq b‛
Prepare for firt in h e v s t 5
- om
i i
└ a g v a e vme
M na e q v l i
└ g ni i ep ee ( q r ie )
Oq a ue nv q q v q i e tq d
s
f
Arrival at firt in h e
- om
└ uue uefuaey
A
uu
l- fv
└ uue ci nvuaey
A
uu le
fv
7
vst
i i
Manage client
6
7
└ ui E a e ci nv
Vi v nh nc d le u
└ ef q o v e c
P qo m t q a h
└ eb o ci nv ( mei u o uie
R -o k le u uo vme n v )
└ e o v e q i ci nvi e
R up nd o megng le uut u
- ti a p o o v d a p
d qng p v q t ui e p v
└ d v ci nv( v e a c i )
Up ae l
e mo h q nd hl
d
no e
vu
1
Deliver service
└
Und qa ef v K & cnu t a o
ev k i A S o lvvin
u
q
└ i qb v maei l (lnia a
D uv i t e
v qa ci c l nd 2
u
a cae maei l
uuo i v d sv qa
)
Manage MCH system
└ p t eci nvd v v q t hM
Ca v q le
aa ho g ACH u,
I S, v M na e, x e ie
RI Ciy a g q E p dv
└ a g ‘ c l I uy e (qnvp p q
M na e l a T uv m p i
o ’
ae
v q o o day c p s ihv c noo y
eui n f i q, o e v e h l g
b e ko nu, o uy e
qad s
ul s
uv mu)
Manage Clinical Referrals 1
Complete firt v s t
i i
6
└ a eaq fqa
Mk
eeq l
└ uv bi no e
E a luh v u
A vue eeq q f eeq l nc qe v
└ nui e q fqa v E a e uevc └ d i q fqe i q fqa i o q c Co d q eeq l o nh nc d q ie
:
ev e i fq vo i p o e
ih q n o ma q n q c uu
7
6
└ c e vq fqa
A c p eeq l
u
Enhanced-specific
└ ol s -p a dvo lc nne v d
F lo t d ii na o
ce
Auue a A lo aene i a e
uu nd l c v
s nv k
uevc u
q ie
└ e qe a mi o a o ai n
D b i f d n n l c vo
l
└ e o v o h quevc p o i e
R up nd o v e q ie q vd q
qr e u
e t uv
└ mpeeq fqa v e a e
Co l v eeq l o nh nc d
1
4
1
4
Enhanced Specific
Prepare for in-home visit 5
└ a g v a e vme
M na e q v l i
└ g ni i ep ee ( q r ie )
Oq a ue nv q q v q i e tq d
f
Arrival at in-home visit
└
Auue uefuaey
uu
l- fv
└
Auue ci nvuaey
uu le
fv
Establish client record
└ e ev bqhno iefo h upv l
R c i e iv
vc q m o ia
( i ma ,a , D F
una
l i fx P )
l
└ e v o M CH S (qlk- uv m)
Cq ae f A
o i euy e
cq
ad
Administration
View
“ R p qi
e o vng
Maintain Service
(at 10th visit)
‚ eaep uii ne
W
q o vo d
v d lv qf qo q
o ei e o t
ci nva Sv v
le
nd ae
q up nui i ve
e o bl i u‛
i
‚ qci nvh u
Ot le
a
q c i e v ef l
e ev d h tl
c mpe nvo
o l me
f
uevc u‛
q ie
3
Link to Other Provider Programs
“ Ki e
nd q
6
7
“ Y t hSevc u
ov
q ie
“ Ag d Cae
e
q
“ Und qa eClnia St evui n
ev k i c l p q i o
“ Av e Po e o lD e eo me
v nd q fuui na
v l p nv
Universal
Deliver service at centre or outbound
└
Und qa eKA& c nutv vo
ev k
S o
lai n
2
└ i qb v maei l (lnia a
D uv i t e
v qa ci c l nd
u
a cae maei l
uuo i v d
v qa
)
3
Complete consultation
└ d v no e v q t hM
Up ae v u ho g ACS (qlko ie
uy e
uv m)
└ o E a e c p t ed v i I S
F q nh nc d a v q aa n RI
└ x pa ngfo E a e v
E i l nni q m nh nc d o 1
v
Uni eua (d h c
v q l a -o )
Provide booking service
└ o Uni eua a p i me b o i
Fq
v q l p onv nv o k
ng
a uevc dayma g me
nd q ie i q
na e nv
└ o ntueue k E a e a p i me
Fq q
ei
ng nh nc d p onv nv
boi
ok
ng
└ o ci nvp o ci eyue k
F q le
q a vv l
:
ei
ng
a p i me
p onv nv
1 4
Manage Client and Nurse Information
└ a g Cle u ue k flo -p a p i me u dq cl
M na e i nv
e i ol s t p onv nv ie vy
ng
└ a g o i b o i a i o mai n uevc u
M na e nlne o k
ng nd nf q vo
q ie
└
Ong i ma g me o nt ue dai u a q uv q
ong na e nv f q u i qe nd o eu
└ -q i v duv i t i n o KA& maei l( Ce q u,o nt ue
Co o dnae i qb vo f
S
v qa v
o nv e v
q u)
└
Und qa eo v o nd c li , S, ma q mi eu
ev k t b t
a ng SM e i e nd q
l
l
└ q vd g nea a vc v ci nv
Po i e e q l d ie o le u
Enhanced-specific
└ laea a mi uv qq fqa a
Col v nd d ni e eeq l u
u
a vue
di d
“H o ia ue u A nv naa No ii vinu
upv l nd
e v l vf o
c
v Co ncl
o t i
Service Closed
‚ qci nv ae
Ot le u q
q c i i v eq
e evng h i
a o ae uevc u‛
l c v d q ie
l
‚ qci nv ae
Ot le u q
a c uui v eqg v
c e ng h i h
uevc f qv e
q ie o h m‛
“ A nv naa M - n p o q m s ih
e v l CH q
t q ga
v
H o ia
upv l
6
Service Delivered
For 1st visit appointment
For 1st visit contact
‚ eh v ane
W
ae
s
ci nvf qo q
le o t
uevc ‛
q ie
Service Delivery
View
MCH Nurse
View
‚ h v ac uu v a
I ae ce o
nt uefqut p q/
q o
p ov
q a q nc ‛
e uut a e
6
Awareness of Service
What people do
‚ h q aeuevc u
T ee q
q ie
v h l mes ih
o ep
v
myb b a
a y nd
myfmi ‛
a l
y
‚’ c qngfq
I
m ai o
myb b ‛
ay
‚’eh d
I
v a
myb b ‛
ay
‚’ g i v
I
m ong o
h v ab b ‛
ae
ay
Manage Referral Administration 1
4
└ laeq fqa
Col v eeq l
u
└ o eci nv v E a e Sevc o R fqa
M v le u o nh nc d q ie n eeq l
“M na eD e av nv lp lc a
a g
p qme a oiy nd
d v q r ie nv - ac v E Y
aa e tq me u M q h o o
4
1
“ A d ii na E a e D aaq r ie
dvo l nh nc d v e tq me u (ueo I S)
nv t
f RI
4
M na ea dvo luevc u ut ha
a g d ii na q ie
c u
pa go p
lyqt u
R p e nvM
e q ue
CH uv f a kyc t i
af v e o ncl
uv t v q lp o e v (. E o u)
q ct a q jcu eg D c
g.
M na eSv f n a HR S
a g
af nd
i
vqae i u fq
v ge o
Sevc D ei ey
q ie lv q
“ M na eCo nclb d e fqt t e
a g
t i t g v o nf nd d
a e v o uevc u
up cu f q ie
“ M na eCo nclup cf vc no g
a g
t i e ii eh loy
c
i q uv t v q
nfa q ct e
“ Auue M na e nv( nv e
v a g me Ce q u)
“ Po i eut p q fqb uvp a vc a
q vd
p o v o e q cie nd
c nvnt t i q v me
o i o u mp o e nv
3
7
Council
View
Insights and
Themes of the
Current State
There are four key
areas of insights and
themes the current state
c
reflet s:
tvpe T uv mu nd q i h nge CH
q ie nd h q u
a k f nv gai n f aaq o d co
e
eae
1 M li l I uy e t epn v eui l M uevc a v eei al c o i e q vo o d v / c q u a q uu q l v d
ORG A NI
SATI
ONAL
4
A DM NI
I STRATI
VE
A d ni q vo i e ovngv aPa vc M na e nva p o c .
mi uv ai n u v l i
o
q cie a g me
p q ah
nce ui
x e v vo f q ie ei ey n
q u mp cu bl y o o t n o e q ie
i
2 I q a nge p cai n o uevc d lv q o Nt ue i a v a i v v f c u o c q uevc .
5
P CT TI
RA I ONE
R
I uy e d n’ ut p q v ec q f nci n o f c - - c ci nvi ea vo
T uv mu o v p o v h o e t vo f a ev f e le nv q ci n.
o a
Cle ne d aei q a ngyc mpe .
i nv e u q nce ui l o l x
a e i u, nii a ve a s ihn c t i v e
g nce mt cp l i u nd v i o ncl h muev u i avngefci e uu.
i
u
l e mp ci
f vv ne
e
3
Th dv q v o e l y nvaq ng me u o v eM
e i euiy f mpo me
qa e nv f h CH s o k q ec n ma ei df c v m
t
qf c a
o
k viif lv o ana e ve M H ue v e
i
g h C
q ic
ef e y
f cnvl .
i
SE CE P
RVI
ROVI RS
DE
6 Th dua ge ae uv v o ci nvq c q u h mp q v ea i v v d lv qh luvcuevc u.
e i g q g v d ae f le e o d a eu h bl y o ei e oi i
i
q ie
7J ne20 3
t
1
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
23

24. CASE STUDY 4 – ONLINE GOVERNMENT ACCOUNT
TOOL: USER TYPOLOGIES
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
24

25. TYPOLOGY EXAMPLE
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
25

26. CO-DESIGN
More than Post-it’s and Goodwill
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
26

27. Co-design is the process of deliberately
engaging users of the system, deliverers
of services and other experts, being led
by experts such as designers, to actively
understand, explore and ultimately
change a system together.
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
27

28. CO-DESIGN OUTCOMES
Works / Doesn’t
Elegant / Isn’t
Correct / Incorrect
Fits / Doesn’t
Sustainable / Isn’t
Better / Isn’t
From Charles Owen
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
28

29. Thanks!
Justin Barrie
@JustinBarrie
Mel Edwards
@skewiff
@DMA_Canberra
designmanagers.com.au
Co-Design: More than just post-it’s and goodwill – ACT Youth Affairs Conference 2013
29