Welcome to the Sector Challenge Programme wrap-up event!
Make sure you have a nice cup of tea and are sat comfortably…
We’ll start very shortly!
Sector Challenge Programme
wrap-up event
30 March 2021�
Agenda
2:00 Welcome & introductions
2:15 Playbacks part 1 + Q&A
2:55 Break
3:00 Playbacks part 2 + Q&A
3:30 Breakout room reflections
3:45 Next steps from Catalyst
3:55 Check out
Housekeeping!
Please rename yourself on Zoom so we know which organisation you’re from.
E.g. Name - Org Name �
We’ll be recording the playbacks to share with those who can’t be there
Checking in
Image credit: Martha Kaufeldt
Experiences of the programme
Grantees
Digital partners
Experiences of the programme
Combined
Playbacks
Part 1
Running order
Convenor intro
Challenge 1: Supportive online environments
Challenge 2: Strengthening approaches for social prescribing
Challenge 3: Effective online counselling for survivors
Challenge 4: Creating meaningful connections
SC1 - Online Supportive Environments
Team:
Tectonic
Trust Links, Peabody, TogetherCo, Samaritans, Children North East, EveryOne
Learnings and Outputs
online supportive �environments
11
The team
Online Supportive Environments
12
THE PROBLEM
Online Supportive Environments
13
Our Journey
Online Supportive Environments
14
Design Challenges… “How Might We’s”
How might we best create digital solutions that most closely mimics the feeling of having a co-worker sitting ‘across the desk’?
How might we design supportive check-ins that are new and refreshing so volunteers and staff are excited about attending and feel open to share about any issues they’re having?
How might we create an environment that most supports staff and volunteers to attend supportive check-ins?
How might we design processes to make it easier for staff and volunteers to raise concerns about their own mental health and well-being?
How might we create supportive check-ins that staff and volunteers prioritise above other conflicting demands?
How might we change the experience of a video call, so instead of causing zoom fatigue it relaxes participants?
How might we use digital tools to help individuals choose the support that's right for them?
Online Supportive Environments
15
Outputs
Miro: https://miro.com/welcomeonboard/kztpsB3Cl1yDKe6ADl7c92Q8LUwo9uNc762308gafQDYqZdBK1zlNnP6XcHLWEer
70+ How Might We’s narrowed to 7
150+ Ideas that we synthesized into…
6 Final Concepts that we voted on…
1.
2.
3.
4.
To get 1 Final Idea for prototyping/testing …
Online Supportive Environments
16
Supportive check-ins via text message
Proposed solution
Online Supportive Environments
17
Learnings that influence the wider sector
Online Supportive Environments
18
Next steps
Online Supportive Environments
SC2 - Strengthening approaches for social prescribing
Team: Bexley Voluntary Service Council (BVSC), Middlesbrough and Stockton Mind, and The Chatty Cafe Scheme
Lightful and The Bromley by Bow Centre
Our journey
User needs statements
As a social prescriber service
we need to have suitable and robust onward referral options
so that patients are able to move on from our service
As a social prescriber service
we need to keep our LW team motivated, autonomous and confident
so that they don't need to be micromanaged
Outputs
The tool helps to explore the needs, goals, and service requirements of someone who needs help.
It also provides online resources and case studies that may be of use.�
Learnings that influence the wider sector
Next steps
Challenge 3: Effective online counselling for survivors
Team: Browns CIC, Circles, Imara, Nottinghamshire Women's Aid, and SAFE!
Supported by: Deepr, Neontribe and Promo Cymru
I would like, if I may, to take you on a journey...
….a journey across perilous peaks...
DEVELOP
DISCOVER
– Synthesis
– Problem definition
– Opportunity definition
– Align on directions
– Ideation
– Idea prioritisation
– Lo-fi prototyping
– Concept testing
– Iteration
– Hi-fi prototyping
– Final testing
– Sharing of outputs
– Final documentation
– Playback
– Kick-off �– User research�– Stakeholder research
– Domain research �– Analogous research�– Service journeys
DEFINE
DELIVER
PROMO CYMRU
– Arielle
– Margaret
DEEPR
– Matt
– Holly
DEEPR & NEONTRIBE
– Matt (Deepr)
– Rachel (Neon)
NEONTRIBE
– Rachel (Neon)
Lead contact: �digital partner
Design project management
_DEEPR & NEONTRIBE: Matt & Harry
DOT Project & Catalyst
_DOT PROJECT: Helen / CATALYST: Ellie_
Quote from project retro - “If we had this time again, what would you keep?”
"The general format of the project - time to get to know each other and be involved in each stage of the double diamond."
Discovery
Team: Browns CIC, Circles, Imara, Nottinghamshire Women's Aid, and SAFE!
Supported by: Deepr, Neontribe and Promo Cymru
...we began.
Quote from project brief
"This challenge is aimed at working together as a sector to tackle common challenges and improve the quality of online support available for service users."
...we talked.
Group work
�����Interviews
Data & research
...we mapped.
Quote from project retro - “If we had this time again, what would you keep?”
"The sessions where we explored the user journeys and they way this worked."
Definition
Team: Browns CIC, Circles, Imara, Nottinghamshire Women's Aid, and SAFE!
Supported by: Deepr, Neontribe and Promo Cymru
We synthesised...
...we defined.
“They don’t share as a sector!”
Observation from synthesis session
We aligned...
Resource bank
Resource sharing platform
Peer network
Development
Team: Browns CIC, Circles, Imara, Nottinghamshire Women's Aid, and SAFE!
Supported by: Deepr, Neontribe and Promo Cymru
Outputs 1 - a peer network
...which we iterated.
Output 2 - a prototype resource sharing platform
...which we iterated.
Output 3 - a resource bank
...which we iterated.
Twice.
Quote from usability testing of the resource bank
“No point in everybody doing the same work over and over again…”
...oh, and also.
...and all the supporting documents you’d expect. ��The maps, reports, test results. The whole story.
Delivery
Team: Browns CIC, Circles, Imara, Nottinghamshire Women's Aid, and SAFE!
Supported by: Deepr, Neontribe and Promo Cymru
Learnings that influence the wider sector
Quote from project retro - “If we had this time again, what would you keep?”
"Would defo keep Slack"
Next steps...
Resource bank
Peer network
...oh, and by the way.
Quote from project retro - “Who might take this forward?”
"someone who has people, time, interest and money to invest in running the forum/ resource bank"
Observation based on quotations from every tester of the resource bank
"Can we keep it?"
Sector challenge 4 -
Creating Meaningful Connections
Co:Create�Aanchal Women’s Aid
Daisy Programme
SoLDAS Boston Women’s Aid
First Light South West Ltd
Youth Realities
Mankind UK
BREAK
Back at 3:05
Playbacks
Part 2
Running order
Convenor intro
Challenge 5: Reaching digitally excluded families
Challenge 7: Redefining volunteering
Challenge 9: Claiming universal credit remotely
SC-5 Reaching digitally excluded families
Team:
CONNECTING FAMILIES
PLAYBACK
30th March 2021
CONNECTING FAMILIES
30/03/21
MEET THE TEAM
REBECCA BIRCH
Design lead
FINLAY GREEN
Research lead
Rachel Lily
Comms lead
Julia Mannes
Researcher
CONNECTING FAMILIES
30/03/21
CONNECTING FAMILIES
30/03/21
CONNECTING FAMILIES
30/03/21
WORKING IN THE OPEN
@DartingtonSDL
CONNECTING FAMILIES
30/03/21
DEFINE
DISCOVER
DEVELOP
DELIVER
How to gather evidence and inspiration
How to break down challenges to make them manageable
How to figure out what does and doesn’t work
How to get your work into the real world
why?
what?
CONNECTING FAMILIES
30/03/21
DIGITAL EXCLUSION
CONNECTING FAMILIES
30/03/21
WHAT IT MEANS FOR EARLY YEARS
71%
Of community organisations have moved to online delivery in some areas due to COVID-19, so digital exclusion is now an even bigger problem.
CONNECTING FAMILIES
30/03/21
DISCOVER PHASE
20 families
5 early years design partners
4 industry experts
15 early years critical friends
4 weeks
CONNECTING FAMILIES
30/03/21
Digitally excluded families aren't necessarily ‘data-less’ or ‘device-less’- some families only have a phone or poor connectivity, some suffer with low confidence using digital tools, have a disability, speak English as a second language or work day shifts and can’t attend day time sessions.
CONNECTING FAMILIES
30/03/21
Although covid restrictions are easing, remote delivery is still very relevant to Early Years services.
Our research showed us that many families would continue to choose to use remote services post pandemic because it meets their needs better than traditional services. Families who choose remote services tend also to be families who need Early Years support more than most.
CONNECTING FAMILIES
30/03/21
CONNECTING FAMILIES
30/03/21
Brief A
How can we help parents to feel equipt and confident to try independent home learning with their young children?
How can we support parents who are struggling to get through our ‘digital door.’
Brief C
How can we recreate the magic of in- person parent support groups?
Brief B
Brief A
How can we help parents to feel equipt and confident to try independent home learning with their young children?
HOME ACTIVITY PACKS
- YMCA LINCOLNSHIRE
NURTURING REMOTELY TRAINING
- BUSHY LEAZE
VIRTUAL BUDDY
- KOALA NW
POST NATAL CLOSED FACEBOOK GROUP
- LINKSKILL TRUST
‘TRY BEFORE YOU BUY’ LEAFLETS
- LIGHT PEER SUPPORT
Brief A
How can we help parents to feel equipt and confident to try independent home learning with their young children?
It is a…
Colour themed home activity pack
That…
Provides families with resources to undertake fun and educational activities from home
For…
Under 5’s and their parents who don’t see themselves as home learning teachers
In order to…
Support children to fulfil their potential outside of the nursery setting
Start to consider how room planning can dovetail into home learning pack
s
Reinforce message to parents/carers
Develop next pack in line with activities and learning in room
Invite Message through email/ eyLog
Initial activities and ideas
Initial pack sent home
Reminder message to parents re packs
Post card for parent in pack
Second pack delivered
Termly/ monthly learning pack developed by room and provided to families
All new families receive initial pack on paying deposit/ registration fee
Help to collate initial packs
Provide pack to each child
Encourage families to share image and ideas of activities and learning through eyLog
Develop additional messages that tie in with what parents are currently experiencing
Deliver 2nd pack
Each room to develop and deliver 1 -2 packs per term
Service Blueprint
Home learning resource pack
Touchpoints
Things people will experience
Practitioners
notes
Behind the scenes
I receive an email/ message explaining that they will be receiving a home learning activity box and why
I have been told that there will be ‘Brain Building Bits’ so I understand the benefit for my child
My child will bring the pack back from nursery
I will do some activities with my child
I have a message of affirmation in the pack
My child bring home the next pack with resources that link to the learning in nursery
I provide feedback on the packs to the setting and promote with other parents
Order resources
Ensure staff are aware of the what and why
Elevator pitch / staff inset
Develop initial pack list
Develop a range of
positive parent affirmation messages
Room supervisors to coordinate purchase of resources with setting manager
Align home learning packs with activity ideas in setting
Order resources for 2nd pack
Finalize ideas for 2nd pack
Collate 2nd pack
Develop Ideas for on-going packs
Home learning packs to be developed alongside room planning
Develop ideas for next packs to include Brain Building Bits
Put home learning packs together
FRONTSTAGE
BACKSTAGE
Wanting to engage
Able to
engage
First engagement
Exit / Become advocate
Set up
Sustaining engagement
Aware
NEXT STEPS
CONNECTING FAMILIES
30/03/21
LOOK OUT FOR THE 9 STEPS LAUNCH
@dartingtonSDL
www.dartington.org.uk
SC-7 Redefining volunteering
Team:
The Developer Society,
Home-Start Waverley,
BRIC,
Parents 1st
Our journey
Step 1 - We learnt about what our organisations aim to achieve
Step 2 - We identified the steps involved in the volunteer recruitment process
Step 3 - The Developer Society presented Airtable to us – what do we think? What a revelation!
Step 4 - The Development Society designed an Airtable prototype bespoke to each organisation’s needs.
Where we’re at now - we now have a fit for purpose volunteer management platform at minimal cost
User needs statements
User needs statement:
As a … Programme Manager/Coordinator/ Trainer
I need to… Ensure that all volunteer recruitment / induction / safeguarding / training / supervision and parent support processes are completed, kept up to date and recorded.
So that I can… Ensure that our peer support programme is being run in the most efficient way for my organisation and the volunteers receive the best support and are given the most up to date information in regard to supporting the parents that they are matched with.
User needs statement:
As a … Co-ordinator
I need to… ensure that all volunteers enquiries are responded to quickly and their journey to their first induction is efficient and engaging
So that I can… maintain an oversight of the process where volunteers feel valued and supported, we can speed up the process and ensure our objectives are met
Outputs
OUTPUTS
The Developer Society are helping us to create an Airtable system that is bespoke to our needs which in turn would assist the Programme Manager/Coordinator/Trainer to record the volunteering journey in one place and make bottlenecks easily identifiable using a traffic light system that alerts them immediately to the things that need their most attention. Using this system to see ‘everything in one place’ will assist them enormously and free up more of their time.
Learnings that influence the wider sector
We learnt that having everything recorded in one place using a system that notified us automatically of things that needed our attention, sent out automatic notifications when a volunteer moved onto the next stage in the training process and moved us away from manual, paper-based processes would help us enormously, especially during the pandemic and afterwards. �
It would also be much more environmentally friendly and as this system can easily be adapted for use by other organisations, could benefit the sector as a whole.
Next steps
Sector Challenge 9: Claiming Universal Credit Remotely
30th March 2021
Digital team
Doug Belshaw
Project Manager
Dan Mosforth
User-centred service design
Hannah Belshaw
UX & User Research
Ivan Minutillo
UX & Front-end dev
Tom Broughton
Technical Feasibility
Charities
Also consulted
Elizabeth
George
Maggie
Houghton
Aisling
Buckley
Olivia
Vicol
Double diamond design process model via WIkimedia Commons
CC BY-ND Bryan Mathers
Our journey
PREPARE | RESEARCH | DESIGN | WRAP-UP | |||||||
DISCOVER | DEFINE | DEVELOP | DELIVER | |||||||
Week 1 11-17 Jan | Week 2 18-24 Jan | Week 3 25-31 Jan | Week 4 1-7 Feb | Week 5 8-14 Feb | Week 6 15-21 Feb | Week 7 22-28 Feb | Week 8 1-7 Mar | Week 9 8-14 Mar | Week 10 15-21 Mar | Week 11 22-28 Mar |
Catalyst welcome event Team meeting Admin (contracts, etc.) | Project initiation 1:1 meetings with charities Kick-off workshop | Data analysis & desk research User research recruitment | User research Stakeholder mapping Persona generation | Hypothesis generation Prioritisation | How might we...? Paper prototyping | Clickable prototype initial dev | Testing of prototypes Feedback capture | Analysis of feedback Iteration workshop | Further dev based on testing Technical validation | Further testing with same or new users Report with insights and areas for development |
User Research funnel
Pre-screened candidate user research participants from charities
✅ Successfully interviewed (32%)
Candidate user research participants provided by other sources
(e.g. personal contacts, other charities)
❌ Cancelled / no show (25%)
❌ Did not respond (27%)
❌ Unsuitable (16%)
Personas (initial)
Personas (additional)
Problems we identified
Prototypes
Prototype A success criteria
As a claimant
Given I am anxious about my current situation
When I start looking at how to apply for Universal Credit
Then I want to know the expectations of me (including how long the process will take) so that I can feel in control
As a claimant
Given I have poor literacy skills
When I find out about Universal Credit
Then I want to be able to visualise the process and timeline to increase my confidence in being able to apply
As a claimant
Given this is my first time applying for Universal Credit
When I am unsure what to do next in the application process
Then I want to be able to get more information on the step I'm stuck on
Version 0.1
Version 0.3
Version 0.5
Prototype B success criteria
As a claimant
Given my information is in various locations and I am using a mobile device
When I am at a particular stage of the Universal Credit application process
Then I can complete a checklist to help me organise the information I need to pull together
As a claimant
Given I find the Universal Credit application process complex
When I am asked for a particular piece of information essential for either application completion or payment
Then I know what it looks like & where I might find it
As a claimant
Given I am overwhelmed by the amount of information required to make a Universal Credit application
When I am getting together the information I need
Then I feel like I am making progress
Version 0.1
Version 0.3
Version 0.5
Prototype C success criteria
As an adviser
Given I have not met the claimants I am helping face-to-face
When I ask them to share their screen so that I can help them with their Universal Credit application
Then the technology used does not alarm claimants & leads to a fluid experience
As a claimant
Given I have a relatively low level of digital skills
When I am stuck on a particular part of my online Universal Credit application
Then I can show an adviser the exact bit I am having problems with
Version 0.1
Version 0.2
Version 0.4
Outputs
We set up a Medium publication for the project and have published 10 blog posts so far:
https://medium.com/sector-challenge-9-claiming-universal-credit
In Week 9, we ran a show-and-tell which was attended by 31 people, including representatives from the DWP (who we met separately in Week 7 to discuss Prototype B)
Learnings that influence the wider sector
Project team
Learnings that influence the wider sector
Users and beneficiaries
Next steps
Reflections
Prompts to consider:
One person can scribe:
Next steps
Next steps
Project reporting (covered during final 1:1 and in the Programme Handbook)
Support from Catalyst
Stay in touch!
Funding
Options for Sector Challenge Grantees - video link
Continuation programme
£5000 grant
Apply:
6th - 20th April OR
26th April - 12th May
Deliver:
Up to 27th Aug
Development Programme
£5000 grant +
£30K digital partner
Apply:
26th April - 12th May
Deliver:
5th July - 10th Sept
10% fee extension for digital partner
Apply:
Submit a proposal
Deliver:
Within 2 weeks of agreement
Thank you!
Address book
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Address book
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