Designing around real lives
Customer journeys and reasonable adjustments.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Resident and Customer Experience
- Price
- £39
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
Overview and Outcomes.
Overview
People experience journeys, not processes, often across several organisations and usually because something has happened in their lives. This module covers journey maps, Lynn Shostack's service blueprint, life events and the Tell Us Once case. It revisits the UK and Welsh service standards, the principle of ask once, share safely and act joined up, and Sunstein's idea of sludge, closing with five moves for redesigning a journey. Respect is the strand of experience that carries the rights dimension of public service most directly. This module draws on the Housing Ombudsman's 2024 spotlight, relationship of equals, and Miranda Fricker's epistemic injustice to examine who is believed and helped. It treats vulnerability as a situation, explains the anticipatory duty under the Equality Act 2010, sets out a six step vulnerability approach and Awaab's Law, and ends with record it once, honour it always.
What you'll develop
In this Bitesize, you will develop the ability to:
- 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 why life events cross service boundaries and assess, using Tell Us Once, where your services make people repeat themselves or fail to act joined up.
- Identify how sludge accumulates in public services and plan a journey redesign using the five moves of choose, walk, map, remove and test.
- Explain the Housing Ombudsman's findings on respect and identify where respect breaks down in your own service.
- Distinguish testimonial from hermeneutical injustice and assess whose accounts your organisation tends to discount.
The Modules.
1 hour 15 minutes of learning.
- 04Designing Around People: Journeys and Life EventsPeople experience journeys, not processes, often across several organisations and usually because something has happened in their lives. This module covers journey maps, Lynn Shostack's service blueprint, life events and the Tell Us Once case. It revisits the UK and Welsh service standards, the principle of ask once, share safely and act joined up, and Sunstein's idea of sludge, closing with five moves for redesigning a journey.36 min
- 05Respect, Vulnerability and Reasonable AdjustmentsRespect is the strand of experience that carries the rights dimension of public service most directly. This module draws on the Housing Ombudsman's 2024 spotlight, relationship of equals, and Miranda Fricker's epistemic injustice to examine who is believed and helped. It treats vulnerability as a situation, explains the anticipatory duty under the Equality Act 2010, sets out a six step vulnerability approach and Awaab's Law, and ends with record it once, honour it always.37 min
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 hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Designing around people, 3 hours, £69. Already own the Bitesize? You pay £30.
- The whole topicExplore, Through the resident's eyes, 5 hours 30 minutes, £129. Already own the Bitesize? You pay £90.
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, Homes, boards and residents, Through the resident's eyes
