Using test and learn and systemic methods to design for complex relational services

Theme: Test and Learn

This is an account of a real example where a team of front line staff re-defined their service by co-designing their their end to end work using a test and learn approach.

They shifted from an internal policy led perspective, to relational learning from what matters to citizens. 

The result was a shift in the whole purpose of the service, with front line staff that now work in a relational way to deal with complex issues.

This included new measures and behaviours for them and their manager, and a shift in national policy.

By exploring what they did and how they did it, we can learn additional methods and techniques that we can incorporate to enhance our work.

Participant takeaways:

• We will learn from a real example described by those in the design team, how systems thinking and private sector methods can be used in addition to our current approaches.
• We will demonstrate a systemic method for understanding complex user demands and needs.
• We will describe how you can design relational flexible person based designs that allow for delegated decision-making at the front line.
• You will learn 'test and learn' as a fundamental method of design, and how we can bring in managers and leaders from the organisation to lead the design process.