SERVice design
Our person-centric, iterative design process deploys creative workshops to give users of the service a voice whilst also engaging at length with professionals from multiple service levels, from front-line workers to commissioners.
Our participatory design approach and ‘fresh eyes’ allows us to provide a clarity that can be difficult for those working inside a service to achieve.
Because of our multi-stakeholder approach we can build consensus and bring parties together to enact change and improve services function.
Participatory service design is a collaborative design approach where end-users and stakeholders actively participate in the design of the service, rather than being passive recipients. This methodology creates more efficient and appropriate services by incorporating the lived experiences, and needs of those most affected by the service, leading to more inclusive services and improved outcomes.
CLIENTS:
CASE STUDy:
Children and Young People's MENTAL HEALTH Services
Roots and Wings worked with young people with experience of mental health services to conduct an independent service design investigation into the systems that support young people with mental health issues in Newcastle and Gateshead.
Through creative workshops teaching the young people how to create an animation we explored what worked, what didn’t and what they’d change. We mapped their journeys and by overlaying them identified common blockages and inefficiencies that could be addressed through targeted commissioning and service improvements.
The iterative nature of our service design process (RAW Method™) ensures that our final recommendations are realistic and implementable.
This involves consulting widely with parents and carers, as well as speaking candidly (and at great length) with professionals from across the services about what they think currently works, what doesn’t and what’s missing.
Our finished report contains insights into the genuine needs and desires of the children and young people whose mental health may be dependant on the efficacy of the CAMHS service, and goes on to suggest how the service could best be refocused by commissioners in order to meet young people’s needs.
Follow on work:
There were several recommendations that came out of the service deisgn process that we then went on to co-deliver.
CAHMS +: We were subsequently commissioned to stress test the recommendations with groups of young people considered marginalised.
RISE: One of the key recommendations from this service design investigation was the need for a dedicated mental health offering in schools. Working with young people we named and branded this service as well as designing a website and teaching resources with the newly established team.
Before:
STREETWISE: A key recommendation from our report was to improve the environments in which Young People receive help. Following discussions and workshops with young people and Streetwise staff plans were drawn up and, in the space of five days with all hands on deck, we transformed their dated, dark, cluttered old space into chic, industrial hang-out fit for young people in search of free confidential advice, counselling and free condoms. The airy, vibrant new reception area includes 2 large new tables, a bar-style countertop, a live-edge coffee table and reception desk (all completely custom-built with help from the brilliant Newcastle Wood Recycling), a feature wall, new light fittings and flooring, and specially commissioned triptych of paintings from a top local graffiti artist. The new reception has been massively positive and Streetwise are now able to hosting out-of-hours events for young people, ranging from stand-up comedy nights to a Dungeons & Dragons group.
After:
If you’d like to get in touch for a chat just drop us an email: contact@rootsandwings.design
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CASE STUDy:
Special Educational Needs and Disabilities (SEND)
Roots & Wings was commissioned to produce a service design report looking at how young people with special educational needs and disabilities (SEND) can be better supported when preparing for adulthood, with a focus specifically on the areas of Independent Living and Inclusion in Society.
After workshops with young people with SEND, as well as a consultation process with parents, carers and professionals, we pulled together the following report containing a thorough assessment of current service provisions in the aforementioned areas, what works and what doesn’t, and how it could be improved.
All of the recommendations in the report are based directly on what we learned through talking to the young people themselves, albeit tempered by what we learned from service providers and professionals, and further shaped by the iterative nature of the suggestion-and-feedback process. In other words, there’s nothing in the report that we do not believe is desired by young people, realistic and achievable, and within the remit of the partners of this service re-design process.
CASE STUDy:
Young Carers Commissioning Project
Roots and Wings was asked by Newcastle City Council to produce a report of recommendations for Young Carers’ Services due to be commissioned by the council. In response we undertook a bespoke service design process using our own unique model, or as we call it, our RAW method…
This process involved working closely with groups of young carers across a series of creative workshops, and interviewing representative professionals, parents, carers and service providers. The report contains well-evidenced and transparent recommendations. We’re pleased to say that the document was well-received and our findings (and in them the voices of the young carers we worked with) will actuate positive social change across the city.
If you’d like to get in touch for a chat just drop us an email: contact@rootsandwings.design