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    Innovating the Youth Service

    How to blueprint services that support vulnerable people.

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      Vaughan Broderick

      Vaughan Broderick

      Innovating the Youth Service

      Service Blueprint

      Background

      The Youth Service provides residential support to intellectually disabled young people that are unable to live with their family.

      The sector is currently facing massive disruption. Families and young people will be able to make more decisions on the services that they engage with. Individual funding will replace ‘collective pools’ and the voice of the young person is to be front and centre for decision-making.

      Processes that were organically developed need to be reshaped with a focus on customer experience to position organisations with competitive advantage in the market.

      Project Goal

      To reshape the Assessment and Transition Process.

      Methodology

      Service Design was used as the main principles to guide the process:

      1. Human-centred
      2. Collaborative
      3. Iterative
      4. Sequential
      5. Real
      6. Holistic

      Amongst these principles are also Design Thinking approaches.

      Tools and Techniques Used

      Research Phase:

      • Semi-structured interviews. Interviews with stakeholders including young people, family, social workers, service managers and support workers. The TEDW model was central to the type of questions asked.
      • Observations of activities such as experiencing shodowing the entire process.
      • Creating a current state eco-system map to understand the players and interplays between domains.
      • Creating a current state service blueprint including customer journey, emotional arch
      • Developing a current state value stream map to quantify time and information metrics, pains and costs.

      Ideation Phase:

      • Two co-creation workshops with Service Managers and Team Leaders
      • Developing a service delivery eco-system map to capture needs, pain points and interactions. Then, ideating solutions.
      • Dot voting was used throughout to make collective decisions.
      • Developing personas.
      • Using How Might We statements to reframe and prompt when brainstorming and brainwriting.
      • Clustering and deriving main point of views and sentiments.
      • Creating a future state service blueprint.
      • Creating a future state service eco-system map.
      Service delivery eco-system map
      Blank Service Delivery Eco-system Map

      Prototyping Phase:

      • Developing a future state Business Model Canvas.
      • Several assets (below) are being prototyped andcontinually tested. Due to the nature of referrals this may take many months.

      Output

      There were several assets that we created during the five week project:

      • Developing a future state Business Model Canvas.
      • A Discovery Document to use throughout the process to capture and assess data.
      • Step descriptions to be used as a training tools and to articulate the why, what and how of each step.
      • A Case Consultation as a collaborative stakeholders meeting.
      • A young person’s voice meeting.
      • A support team voice meeting.
      • A risk mitigation matrix.
      • A metrics calculator to gather data for driving future process change decisions.
      • A visual that can be used as a training and communication tool whether front-facing or with staff.
      • Pre-service checklists.
      • Transition plans and roadmap.
      Practice Leadership Process Visual

      Impact

      The youth service now has a more repeatable and scalable process for assessing referrals and transitioning youths into service. The impact is:

      • A more comfortable  and anxiety reducing transition into service.
      • Increased collaboration amongst the various professionals.
      • Allowed the voices of young people, family members and staff to be front and centre.
      • A more robust process that provides more certainty on the support needs, risks and all around ‘fit’.
      • Increased customer confidence in the service.
      • Identification of potential financial losses.

      LET’S WORK TOGETHER

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