research. The research will be conducted in teams with people from ACT government, the community organisations and ThinkPlace. This process will be organised and monitored as possibilities for engaging the families emerge (see Table 2). 2 – research and interview process (example) Reflection and skill building A part of the intent for this project was to use it as a process for learning about and reflection on the knowledge, methodology and tools involved in a co-design approach. For this reason, weekly reflection sessions will put the research and co-design process into focus by looking at the practical experiences and challenges as well as their implication for methodology and process design. These sessions will also provide some skill building on relevant methodology, techniques and approaches as the project runs its course (see Table 3). Table 3 – Reflection sessions Reflection Session Date Time and Location Reflection Skill Building Topic: 1 11th May 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – observations’ Applying research protocol initial week of fieldwork Interviewing techniques I
2 18th May 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Emerging knowledge from the field’ Understanding how to apply co-design research methods Interviewing techniques II 3 25th May 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Telling the narrative’ Analysis and synthesis – Service journeys Mapping service journey– visual presentation 4 1st June 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Insights generation’ Developing insights using diagnostic insight with diagnostic framework 5 8th June 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Co-designing possibilities for service improvement’ Understanding codesign with families, government and service delivery organisations (e.g. frontline ‘Fieldshop’ technique – cultural probes 6 15th June 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Turning possibilities to practical application’ Developing service integration/improvement Designing a service blueprint 7 22th June 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Sustaining cultural changes’ Embracing co-design as a way of going forward Competencies and skills to influence and lead 8 29th June 10-12.00noon ThinkPlace 55 Wentworth Ave, Kingston Reflection – ‘Backcast – where did we start? How did we progress? And when did we end up?’ ‘Futurecast’ - What’s next? N/A Guiding principles What we want to find out by being in field?
project. They are cross-cutting focus areas that are meant to relate to the fundamental relationship between families and public services : Interaction is inappropriate – the citizen cannot relate to the overall purpose and intent with the interaction Lack of meaning – when the citizen is not able to see the meaning in the interaction with the public sector Experiencing that the public sector is not cooperating – when public organizations do not coordinate their processes Interaction is unreasonable – The citizen does not experience a congruent relationship between what is demanded and the purpose of the interaction Experience of an inappropriate division of responsibilities When the citizen has to coordinate between various authorities herself Conflicting rules or rules out of touch with the capabilities of the citizen Experiencing unfair sanctioning When the citizen doubts that the system wants what is best for her Interaction is unclear – when what is communicated is not understandable or experienced as not meeting the citizen in a meaningful way When the citizen does not understand the decisions made by the public organisation Unclear information (too general, too much, conflicting) When the citizen lacks fundamental insight into or oversight over the process that she is going through