Paving the way for co-design

Working with clients who struggle to be heard

Review of the organisations onboarding service provided the catalyst to design and set up a client consultation function from scratch.
People who were invited into the proccess are court ordered to use the service we were reviewing.

Problems participants identified

• Misunderstanding the process they're in.
• Finding out answers that make sense.
• Not being consulted when things changed.
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Conversations were focussed on recent clients, those who had been supported under the Welcome & Induction Pilot and those who had been support under regular teams to be onboarded based on their needs.

The research plan to engage with clients started with those currently new to the service, through a list of both clients known to ongoing teams as well as clients who had provided feedback to the feedback team. By identifying these clients, I was able to randomly select clients of varying capacity, circumstance, age and stage of life.

Methods

• Co-design information sessions
• Data review
• Participant led interviews
• Journey Mapping – Clients , Family/ non family supports views
• Empathy Mapping – Clients , Family/ non family supports experiences