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Re-thinking assistance to vulnerable families Understanding the journey of familles through the service system Nina Terrey, Partner ThinkPlace [email protected]
Re-thinking assistance to vulnerable
families Understanding the journey of familles through the
service system
Nina Terrey, Partner ThinkPlace
ThinkPlace applies strategy and design to transform the
public sector in creating public value. We work with clients
across Federal, State and local government levels. We
run on average 200 design projects a year. We have
offices in Australia – Canberra and Sydney; New Zealand
– Wellington and run projects in Uganda and Washington.
We are a leading design firm in Australia applying design
to services and public strategy and policy - everyday.
THINKPLACE
« Listening to Families« 200 ….. 5000 »
recognition that a group of individuals and families experience
perpetual cycles of disadvantage.
The policy issue was to address how to improve responses for
individuals and families that cannot, or choose not to, access
the support they require to meet their full range of needs and to
mitigate against any adverse outcomes
“In this policy space, a ‘co-design’ methodology with service
users based on an action learning approach is more likely to
be effective than a traditional policy making process”
Multi stage
Parallel activities: listening to families & reflection on co-
design as method
Iterative
Driven by dialogues
Drawn together by social analysis
Visual representation
Method
Network of relations within the service system
Drawing together policy people, frontline staff, and the
families
Enabled by designers and sociologists
Players
Listening and not acting
Reframing models and assumptions
« vulnerable »
Building empathy
Result(s)
Result(s)
Result(s)
Result(s)
Framing design challenges as ways to stimulate
new dialogues across the players
Uncovering insights to see possibilities from the
families perspective
Crafting « shifts » to draw forward innovation
Click on the icon below to add one or
several images representing the
positive result of the project
Co-creating possibilities
New models of dialogues with all players
together
Seeking concrete ideas stemming from insights
Result(s)
Result(s)
Family Connect
Family
information
profile
Lead Case
worker
Family
centred,
outcomes
focused,
collaborative
service
delivery
Result(s)
FAMILY CONNECT
FAMILY PROFILE
LEAD CASE WORKER
Shifting perceptions that this was « different » than a
normal consultancy
Gaining buy-in from a wide group to participate in
every stage
Maintaining focussed effort to draw out richness of
lived experiences
Challenge (s)
Again ?
- This is an initial project leading new ways of
working
- It takes a new project to demonstrate
- The next stage will be essential to get right –
inclusiveness will be critcial in the detailed
service design and implementation
Play the video….
