d.school in Human Services

Local introduction of d.school 

• Design Thinking is used as a problem‐solvingtool to design solutions for Departmentalchallenges.

• d.school elements:– Empathy– Understand needs– Facilitates channel to encourage and filter input– Create targeted improvements/solutions to meet needs

Local introduction of d.school 

• Executive management acceptance • Teach it!• Create awareness• Build credibility

Key Factors of Design Thinking

Testing and learning is encouraged rather than waiting to implement a perfect plan

• Thinking in action• Creativity and inspiration• Collective brainstorming • Rapid prototyping

Design Thinking applied to DPSS Human Services

• Application to core Departmental areas: – Customer Service– Program Redesign– Line Operations– Administrative Planning

TSE Project: Program Redesign

Challenge• Design an effective subsidized employmentprogram that would foster successful long‐term job placement opportunities forparticipants and mutually benefit employersand the County.

Lancaster Project: Customer Service and Line Operations Challenge:• Community advocates expressed concernswith the level of customer service provided atthe District.

• Low employee morale while striving tokeep up with high caseloads and help participants.

Adaptation of Design Thinking

• Learned process• Personalize process to specific operations• Adapt process to meet departmental needs• d.school ambassadors

County’s experience with Design Thinking