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www.enginegroup.co.uk | better services, happier customers

Building capacity forinnovation and service design

Aviv Katz, Joseph HarringtonEngine | Service design


About EngineEngine is a service design and innovation consultancy

“We help organisations figure out where, whenand how they can make their services better”


Research and design toolkit


Service designtoolkit

Design method

Innovation method

Communityengagement

Enterprise

Changemanagement

Social scienceresearch method

Developing toolkits that are fit for purpose


About SILK

The Social Innovation Lab for Kent:• Facilitates partnerships and cross-disciplinary teamwork• Engages with staff to inspire continual innovation for better services• Provides practical tools and methods to support teams across KCC


• SILK informs strategic policythrough action-research

• SILK runs a programme ofcapacity building

Supporting the development of the Social Innovation Lab for Kent


Servicedesign

SustainableservicesFuture services

• Informing policy andstrategy

• Translating policy intotactical projects

• Co-designing services

• Engaging providers,users and electedcouncilors

• Embedding a culture ofinnovation and serviceimprovement

• Designing platforms forengagement

People-centred policy-making methodology


Future services

A framework for service innovation

Engaging Fathers

Credit Union

Healthy eating

Digital inclusion

Gateway


Real stories and lifelines: Responding to the researchFour of the research participant’s stories and insights weredeveloped into ‘real personas’; a set of tools to aid the Vehiclegroup in immersing themselves into the lives of Barnet citizens.These were then explored in a workshop by the group through aseries of exercises.

A condensed ‘realpersona’ with keyquotes andnarrative

A visualied lifelinefrom one of theresearchparticipants


Real stories and lifelines: Responding to the researchA P.O.I.N.T.S exercise was used to enable the group to capture keyaspects from the ethnographic studies. This exercise uses 6columns to capture di!erent types of issues, these are:

• Problems - barriers or negative conditions faced by the person

• Opportunities - to improve the persons situation

• Insights - on the peoples lives and on the system

• Needs - speci"c things in their terms and in terms of the system

• Themes - that you see emerging from the analysis

• System challenges - issues that challenge the current system

The groupscompleted Pointsexercise for thefour personas


Understanding the challenges: Designing service responsesKey challenges were selected from the P.O.I.N.T.S exercise and usedto develop briefs. The group was then supported through a seriesof rapid service design exercises in order de"ne new serviceresponses. These services were then detailed using a series of ideatemplates to explore key components of service access, interactionand communication.

Examples ofcompleted serviceidea templates


Principles for a system and approach: De!ned by a design processThrough the process of designing responses to citizen challengesthe group was able to de"ne a set of key principles for serviceapproaches to disadvantage. Through a series of clustering andvoting exercises the principles were further developed and re"ned.

These principles for an approach were then used to enable thegroup to de"ne a set of key system principles. These principlesre#ected the key aspects concerning service access, interaction andcommunication whilst engaging with system level needs andrequirements.

Listing systemprinciples

Group voting onsystem principles


Understanding the now: Modeling current systemsEngine facilitated a series of exercises to model how a selection ofcurrent systems work in Barnet. The group used a series ofinnovative techniques including play based system buildingusing Lego and colour coded system drawing.

These enabled the group to begin to develop a ‘palette’ oftechniques and signi"ers to support the modeling of a new system.

Colour codedsystem drawing ofchildren servicescommissioningprocess

Lego module ofeducation systemin Barnet


Designing a new system: Drawing a principle led modelThrough a series of exercises the group designed 3 separate systemmodels to address disadvantage using the de"ned systemprinciples and thee palette of techniques and signi!ers derivedfrom the current system models.

Group layering theprinciples as aprocess todesigning themodel

Presenting systemmodels conceptsto the group


Combining three systems: The Vehicle model version 1.0Engine worked to synthesise the system models developed by thegroup through workshops. The three system models re#ecteddi!erent levels of system interaction and Engine brought themodels together and worked to further imbed the systemprinciples.

Group 1 modelusing a rainbow toillustrate levels ofdisadvantage andservice approaches

Group 2 exploredcommunityempowermentthrough platformsof development

Group 3 de!nedthe Vehiclethrough 7 layerswith each layerbeing de!ned bythree types ofinteraction.


Combining three systems: The Vehicle model version 1.0The resulting model speci"es a top level framework for citizeninteraction and community development. This is supported byseven system platforms, de"ned by the system principles and ledby re"ned platform speci!c principles.

Framework forcitizendevelopmentthroughcommunityinteractions


Combining three systems: The Vehicle model version 1.0

Vehicle modellayers supportingthe communityinteraction

System "ow oftrust andtransparency inthe model


Building on the model: Features to deliver principlesUsing the Vehicle model version 1.0, the group enriched the modelby de"ning the key features that each platform requires to ful"llthe platform principles. This process also enabled the group tofurther enrich, de!ne and addition the platform principles.

Vehicle modelwith featureadditions andenrichments


Understanding expenditure: Through lifetime costsUtilsing the ethnographic Lifelines and stories, the group used datagathered by OPM on service cost to begin to estimate a lifetimecost for each of the real personas. This process enabled the groupto explore cost and value and how system failures can causeongoing future issues.

Ethnographiclifelines withcosting data

Example ofcosting exercisenotes


Sectors and Investors: Understanding who can invest and howThe insights from the lifetime costs were used to develop acatalogue of investors for the features of the Vehicle. The groupused a colour code system to highlight where di!erent sectorscould invest in the Vehicle model. They then de"ned the type ofinvestment that could be gained and how the Vehicle would needto support the process.

Colour codes forthe di#erentsectors to invest inthe Vehicle

Examples ofinvestor details


Testing the model: Generating service responses and propositionsTo test how the Vehicle could support responses to real issues,the group generated service propositions, using a series of briefsdeveloped from the P.O.I.N.T.S exercise and from the literaturereview.

These service responses were then used to further enrich theVehicle platforms with speci"c features that would support theservice.

Examples of briefsfrom Points (blue)and literaturereview (yellow)


Service propositions: A strategic delivery through the VehicleThe test service propositions were reviewed using a matrix thatexplored the estimated level of impact and the estimated deliverytime. They were then clustered into service themes to explore howthey work together as strategic service modules.

The group then explored key implementation issues and detailedhow members and collaborating partners would react to theservice concepts and strategies.

Central cluster ofservicepropositionsaround a Lifecoach service

The propositionswithimplementationissues


Implementing the Vehicle: Identi!ed barriers and enablersThe group de"ned some of the key barriers and enablers thatwould need to be considered in the implementation of the Vehicle.This process helped to extract the key points that would need to becommunicated and enable the group to de"ne how certainbarriers would need to be navigated and responded to.

Examples ofbarriers andenablers


Delivering the concept: Understanding the stakeholdersFollowing the insight gained from the process of de"ning systembarriers and enablers, the group mapped the key stakeholdersthat would be involved in the process of implementing the system.

Key stakeholders were then selected by the group and stakeholderpersonas were developed to identify how they would perceive theVehicle, what they would gain from it and how they might invest.

Stakeholder mapand groupcreatingstakeholderpersonas


Communicating the Vehicle: A process, an approach, a systemUsing the insight and outputs from the group, Engine worked withBarnet to develop a report to be presented to the Barnet cabinet.This report included a further synthesised model of the Vehicle(version 2.0).

Examples ofVehicle version 2.0for the Barnetcabinet report

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