Designing around people
Experience, service design and real lives.
Three hours on designing services around people's lives: outcome, effort and respect, reliable measures of experience, failure demand and journeys built around life events.
- Level
- Focus
- Learning time
- 3 hours
- Where
- Resident and Customer Experience
- Price
- £69
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Housing and public service leaders responsible for service design and quality
Overview
For the person using a public service, the experience is the service. Designing around people explores what that means for leaders, starting with the three strands of outcome, effort and respect, Carlzon's moments of truth and Hirschman's exit, voice and loyalty. It examines how to know what people experience, through Tenant Satisfaction Measures, the Welsh standard questions and a critical look at Net Promoter Score. It then tackles failure demand with John Seddon, journey mapping, service blueprints and life events, and closes on respect: epistemic injustice, vulnerability as a situation, the Equality Act anticipatory duty and Awaab's Law.
Aims
This programme aims to help leaders in housing and wider public service shift from managing processes to designing around people's lives, using reliable insight to reduce wasted effort and failure demand while treating respect and vulnerability as core parts of service quality.
In summary, you will be able to:
- Explain how outcome, effort and respect shape experience, and assess what your current measures and survey methods really reveal.
- Use failure demand analysis, journey maps and service blueprints to redesign a service around the life events people actually experience.
- Plan a respectful, rights-based approach to vulnerability and reasonable adjustments that records needs once and honours them consistently.
What you'll develop
Through this Focus course, you will build the ability to:
- Explain why experience is part of the service itself and assess a service against the strands of outcome, ease and effort, and respect.
- Distinguish Alford's four roles of customer, citizen, obligatee and co-producer, and compare what the words customer, citizen, resident, tenant and person bring and hide.
- Explain how the Tenant Satisfaction Measures and the Welsh tenant satisfaction questions work, including how they combine perception and management information.
- Distinguish value demand from failure demand and explain why studying the reasons for contact reveals where a system fails.
- Use a journey map and a service blueprint to show what a person experiences and what lies behind it, including the line of visibility.
- Explain the Housing Ombudsman's findings on respect and identify where respect breaks down in your own service.
Built from 2 parts.
3 hours of learning.
- 01Experience is the serviceCustomer experience measures and failure demandBitesize3 modules
- 02Designing around real livesCustomer journeys and reasonable adjustmentsBitesize2 modules
Keep going.
Part of the Resident and Customer Experience topic, also sold whole as Through the resident's eyes.
Go deeper, and pay only the difference
- You are hereFocus, 3 hours, £69
- The whole topicExplore, Through the resident's eyes, 5 hours 30 minutes, £129. Already own the Focus? You pay £60.
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Prices per person. Read the full terms
Also part of: Leading homes and communities, Through the resident's eyes