THE HOME FOR HOUSING KNOWLEDGE AND SKILLS

Supporting housing professionals to create a future in which everyone has a place to call home

PUTTING SERVICE USERS AT THE HEART OF WHAT YOU DO

Service design in practiceTRADITIONAL TRAINING AND CONFERENCES ARE USEFUL FOR INFORMATION SHARING, NETWORKING AND BUILDING INCREASED KNOWLEDGE. HOWEVER, RESEARCH TELLS US THAT IF YOU WANT TO EFFECT REAL CHANGE AND TRULY DEVELOP PEOPLE THEN THEY NEED TO BOTH EXPERIENCE AND PRACTICE DIFFERENT WAYS OF DOING THINGS. In this innovative new Service design programme, participants will use live challenges from their workplace. Not only will they learn the theory, but they will apply and practice for real.

CHALLENGE, QUESTION, INNOVATEParticipants will work collaboratively to gain user insights to develop responsive, need-led services. Typically, they will find the right challenges, question assumptions and dare to dream and innovate in completely new ways. Some ideas fail: it’s a fact. Key to success is learning how to test and adapt ideas quickly and cheaply. This programme will help people realise meaningful ways to engage key stakeholders in ‘safe to fail experiments’, supporting participants to realise and sustain positive change.

DOES ANY OF THE FOLLOWING SOUND FAMILIAR?• ‘we put people at the heart of what we do yet

really only hear the same people’s voices again and again’

• ‘we need to stop doing things for everyone and start helping people to do more for themselves’

• ‘we are challenged to ‘do more with less’• ‘we have loads of meetings and expensive

white elephant pilot projects but nothing seems to change’

If you answered yes then this could be just the programme for you.

Designed for people who are expected to improve existing services or innovate new ones as a key part of their job role. This practice based programme is suitable for anyone employed in housing, public or third sector. We are looking for participants who are keen to identify and drive change and positive service design in their organisation.

IT WILL MOVE YOUR ORGANISATION:-

Who is the programme for?

FromTowards

Delivering services that you think meet people’s needs

Acting on assumptions

Endless pilots with no apparent end game

High risk, slow, costly ‘flagship’ projects

Busy trying to do everything for everyone

Understanding and working with stakeholders to deliver services that work for them

Acting on evidence

Planned prototypes giving you quick feedback on new ideas, delivering tangible results

Low risk, fast, safe to fail experiments

Focusing effort where it adds value

SERVICE DESIGN IN PRACTICE IS MUCH MORE THAN JUST A TRAINING COURSE. THIS IS A PRACTICAL HANDS-ON DEVELOPMENT PROGRAMME DESIGNED TO INCREASE YOUR SKILLS, EXPERIENCE AND CONFIDENCE.Research tells us that people learn better by doing things that push them out of their comfort zone. This programme offers a fun and immersive learning experience, combining design expertise with softer people skills such as influencing, engaging and negotiating. Aimed at building resilience, self awareness and personal effectiveness.

We will create the environment for you to positively support and challenge each other. Providing you with the opportunity to build an ongoing, diverse and supportive peer network.

Service design in practice is different

HOW WE LEARNOne hour after learning people forget 50% of what they have learned. 70% within a day and 90% within a week. Ebbinghaus called this the ‘Forgetting Curve’. He also showed that we can significantly reduce the downward curve of ‘forgetting’ by using a range of techniques from reflections, revision, engagement, and practice so that we secure learning into the long-term memory.

“Design may seem an upfront cost, but if you engage with it and work with people who do it well you develop lasting skills to take forward into other projects.”L I N D S E Y G R A N T, T R A N S F O R M AT I O N A N D D E V E L O P M E N T

M A N A G E R AT T H E L O N D O N B O R O U G H O F L E W I S H A M W H E R E T H E

H O U S I N G O P T I O N S S E R V I C E S AV E D £ 3 6 8 , 0 0 0 P E R A N N U M U S I N G

T H I S A P P R O A C H

“When our organisation became user centred, my life became easy”G E E TA N A N D A O B E , C E O T H A M E S VA L L E Y H O U S I N G

How the programme works

There are two modules - A and B. We begin each module with a one-to-one face-to-face session to ensure you hit the ground running.

The 5-day countdown - bitesize morsels sent to your inbox to whet your appetite and spark your interest.

Our learn the tools bootcamp is an intensive full day of practical group learning. Here you’ll learn new tools and start working on your chosen work based challenge.

You will participate in our online community which will promote discussion, provide peer support and constructive feedback on your learning journey.

You have some breathing space (three weeks) to put what you’ve learnt into practice in your workplace before we regroup for a half day feedback workshop.

In total there will be two face-to-face bootcamps and two feedback workshops for each module.

At the end of the module you will participate in a show and tell where you will share your story about your chosen challenge and what you’ve learnt.

You will have identified a sponsor from your organisation who will support you through the programme.

Throughout the programme, we don’t just leave you high and dry to work things out for yourself. The programme is supported with one on one coaching from the facilitators, collective group coaching and use of shared reflection and video logs.

Work based challenge

5-day countdown

ReflectionShow and tell

Group coaching

Learn the tools bootcamps

Put it into pratice

Feedback workshops

1 on 1 sessions

This programme will:• introduce you to the basic principles of

service design

• give you practical experience using service design tools and methods.

• Module A - find the right challenge○ Frame the challenge: Identify the right and real challenge to

address, ensuring you’re focused on the root cause.

○ User insights: Discover and design with people to

address real need.

Skills and knowledge you will gain from the programme

• Module B - meet the challenge○ Creativity and idea generation: Tools and methods for creativity -

generating good ideas around your specific challenge area.

○ Prototyping and evaluation: Experimenting with ideas, then quickly

learning and improving on them.

By the end of the course, you will be able to:• develop a creative approach to

problem solving• innovate new services• create small scale, safe to fail experiments• reduce and manage risk.We have a flexible approach and the specific content will depend on the needs of the group.

“Things like prototyping transform how we work. It’s not just about jumping to a pilot phase. We can refine things to make sure they are right before we start investing.”L I N D S E Y C R A I G , L O N D O N B O R O U G H O F L E W I S H A M P O L I C Y

A N D S T R AT E G Y O F F I C E R

Programme content

Module A - find the right challenge

Bootcamp 1: Frame the challengeIdentify the right and real challenge to address, ensuring you’re focused on the root causeWe introduce participants to basic service design principles and the core activities of service design, and participants then focus on defining the challenge they’re facing, including: • divergent and convergent thinking • getting to the root cause • exploring from multiple perspectives • ideas and tools around empathy

and complexity

Bootcamp 2: User insightsDiscover and design with people to address real needWe guide participants through a series of effective methods to engage with and better understand user behaviour, such as:• stakeholder mapping• empathy mapping• semi-structured interviews• overt versus covert observation• assumption testing• personas • customer journey and system mapping

Module B - meet the challenge

Bootcamp 3: Creativity and idea generation:Tools and methods for creativity - generating good ideas around your specific challenge area We know that the best way to have a good idea is to have loads of ideas and throw away the bad ones. We guide participants through challenge relevant tools, looking at things such as: • user stories • insight framing• co-design and asset-based community

development• rapid idea generation • idea clustering and prioritisation

Bootcamp 4: Prototyping and evaluation:Experimenting with ideas, then quickly learning and improving on themPrototyping is a structured way to try out or test your ideas before committing huge resources. We explain the process of prototyping from planning to evaluation before introducing and trying out a variety of prototyping ideas and methods, including:• experiments in a safe to fail environment• paper prototyping• service walk through• model simulation• co-designing with users

It will take approximately eight months to complete modules A and B.

Your commitment for each module is as follows:

The commitment

Contact time for each module Self directed learning for each module

1-hour face-to-face prep session with a facilitator2 x full day learning bootcamps2 x ½ day feedback workshops3-hours of online Group Coaching* 3-hours** of one-to-one coaching and constructive challenge½ day show and tellApproximately 31 total contact hours

Approx. one day per week to put your learning into practice in your workplace. Time dependant on the complexity of your challenge.Plus preparation time for workshops, show and tell and coaching.You will be expected to keep and share elements of a reflective video or audio log of your experience and learning.

* flexible to the needs of the group**up to 3 hours

For further information, costings and/or to arrange an informal meeting or discussion please contact:

Louise SmylieLearning and Development OfficerCIH Housing Academylouise.smylie@cih.org (028) 9077 8222

Further information and costs

Programme facilitators

Jo Carter is an expert on the interface between service design and public services. She has worked in the public and private sector and is a well-known speaker and trainer on the subject. She co-founded The Satori Lab, based in Cardiff with a mission to help organisations adapt to the Internet age.

Melys Phinnemore is founder of Go Further and a Development Partner with CIH. She is a passionate people developer who is driven by empowering and facilitating change. Primarily focused on working with people to deliver significant cultural change, where the challenge is to shift mindsets and build capacity.

Supporting housing professionals to create a future in which everyone has a place to call home

WE BELIEVE IN THE POWER OF HOUSING PROFESSIONALS TO CHANGE LIVES

www.cih.org #proudtobeprofessional

Our role is to support housing professionals through their careers. We provide our members with the right knowledge, skills and behaviours, backed up by a strong code of conduct and ethical framework, to provide the highest possible standard for the communities they serve.

To find out more about membership, the fantastic regional and national events we host, or the wide range of qualifications, training and apprenticeships offered by our Housing Academy call 024 7685 1700 or email customer.services@cih.org

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For more information on our housing qualifications, training and apprenticeships please call

024 7685 1789 or email housing.academy@cih.org

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