Through the resident's eyes
Resident and Customer Experience.
Half a day exploring resident experience as the service itself: measuring it honestly, cutting failure demand, designing for inclusion and turning complaints into learning.
- Level
- Explore
- Learning time
- 5 hours 30 minutes
- Where
- Resident and Customer Experience
- Price
- £129
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
Leaders of resident-facing services in housing, councils and wider public service
Overview
Through the resident's eyes is a half-day dive into resident and customer experience, built on a simple idea: for the person using a public service, the experience is the service. It moves from the three strands of outcome, effort and respect and Carlzon's moments of truth, to measuring experience well and tackling failure demand with John Seddon. It explores journeys and life events, vulnerability and reasonable adjustments, the active offer of Welsh and digital inclusion, and the frontline culture that shapes every contact. It ends with complaints as learning and three cases, Grenfell, Trivallis and Tell Us Once, that ask whether people were heard.
Aims
This programme aims to develop leaders who see their services as residents do and act on what they find: measuring experience honestly, removing avoidable effort, designing for inclusion and vulnerability, supporting front-line staff and making sure every voice, including complaints, leads to change.
In summary, you will be able to:
- Assess resident experience across outcome, effort and respect, using satisfaction measures, complaints and other insight with a clear view of their limits.
- Apply failure demand, journey mapping and inclusive design to make services easier, more accessible and fairer for people in vulnerable situations.
- Lead a culture in which front-line staff are supported and resident feedback is triangulated, acted on and reported back to the board and public.
What you'll develop
Across this Explore, you will develop 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 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 active offer of Welsh and identify the Welsh Language Standards most relevant to communication, websites, social media, correspondence and signs.
- Explain how service climate, the service-profit chain, emotional labour and staff voice connect staff experience to resident experience.
- Explain what the Grenfell, Trivallis and Tell Us Once cases show about voice, records, respect, leadership attention and learning.
Built from 4 parts.
5 hours 30 minutes of learning.
- 01Experience is the serviceCustomer experience measures and failure demandBitesize3 modules
- 02Designing around real livesCustomer journeys and reasonable adjustmentsBitesize2 modules
- 03A service for everyoneAccessible, bilingual and digitally inclusiveBitesize2 modules
- 04Closing the loopComplaints learning and customer case studiesBitesize2 modules
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- You are hereExplore, 5 hours 30 minutes, £129
It is also part of these programmes:
