Generally ideas start to emerge through the earlier phases of co-design. They are capturedand brought together in the innovation phase to create a connected package of ideas to providesystemic improvements to the citizen experience.

Innovating service solutions

The 'Listening to Families' service propositions

After engaging with citizens, making sense of the collected information and identifying the main problems and insights of the service system, the next logical step was to propose solutions and ideas that might improve the service system.

Ideas always came up and were documented during the engagement with citizens,but those raw ideas needed to be worked out in more detail. Therefore, we facilitated several workshops and sessions with people coming from different organisations and backgrounds in order to focus on the generation and development of solutions.

The following list provides an overview of activities we conducted to work out idea and opportunities for the service system:

  • Weekly Reflection Sessions

    - Some reflection sessions that were happening every week dealt with the idealization of solutions for improving the service system. The group attending was a mix of people from government organisations and community sector.
  • Field shop with front line staff

    - A field shop was organized at the Northside Community Services Centre that included only front line staff from Northside. This field shop focused on the insights and ideas coming from the front line person ell's perspective. The outcome of this field shop was very helpful and beneficial for future idealization workshops.
  • System Perspectives Workshop

    - The Systems Perspective Workshop focused more on the service system itself and it's long-term future. The central questions of this sessions were: what can we do tomorrow to initiate changing the service system; what does the service system look like in a long-term view; how do we optimise the value from the resources spent on families seen from the perspective of different levels of government as well as the community sector organisations?
  • Field shop with citizens

    - We organised a workshop in the field or field shop at the Woden Community Services Centre. The group of participants consisted of three government employees, three front line staff members from community service organisations and three of the citizens we engaged during the research phase. This field shop was focusing on ideas driven by the citizens.

Innovating service solutions

Why is this phase important?

The innovate stage is where we actually do the designing. Up until now, we've worked tounderstand the current state, how the system currently works, the experience of users andwe've got a picture of the desired future. The innovate phase is where we bring togetherall that knowledge and seek to design solutions.

What is involved?

The innovate phase involves taking insights derived from the synthesised research and fromthe knowledge and experience of those who involved with the service system and turning theseinto ideas. It challenges the status quo and looks for opportunities to improve things.

At the heart of this stage is a willingness to engage with users and stakeholders and makethem essential parts of the design process. It also needs a willingness to move quickly, toexperiment and learn, to iterate rapidly and to keep the design visual and clear.

Output - Conceptual Prototype, Service Blueprint

Conceptual Prototype

of a scenario, an interface, a model

Service Blueprint

mature high level design of how the service will work in practice

How do we innovate?

  • Understand the intent, the current state, and the context of the system
  • Assemble the stakeholders and users to turn insights into ideas
  • Rapidly generate ideas, and assess them for alignment with intent, desirability, viability and feasibility
  • Challenge the status quo to improve on it
  • Stay divergent, experimental and open to failure until we are ready to converge
  • Select the idea that will work best, and mature it at the high level, from a user experience, business and technical perspective

Tips and tricks for innovate

  • Getting the right process is as important as getting the right people - invite, push, break people out of the box
  • Bring in different reference points, inform their thinking, give tools to think as well as doing the activities
  • Innovation can be about improving something or making something new
  • Beware of premature consensus - competing ideas should be fully investigated
  • Understand when ideas should look sketchy and when ideas should look polished - don't make a high-fidelity representation of a low fidelity concept
  • Get physical fast / prototype fast
  • Come up with a range of ideas
  • Make an innovation atmosphere where it's safe to experiment and fail
  • Use discovery and evaluation as aids to the innovation process
  • Once an idea has traction, mature it, preferably by blueprinting it
  • Make sure that the "future story" of the idea is clear to all participants
  • Make sure the "future story" makes sense in the context of the broader service system