Graham CadleDirector of customer services and         communications   London Borough of Croydon
The Croydon context                         40% BME background - forecast to rise to 50%(+)                          by 2...
The Initial Total Place Pilot Improving children’s health and wellbeing:          conception to 7 year old          Buildi...
Understanding the underlying issues
Feeding into our total place propositions Toolkit for use in each proposition development  – 13 principles Training work...
Phase 2 – taking our web proposition forward
Critical that staff were involved too
Co-design
4 strands of co-design
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
Insight family space, Graham Cadle
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Insight family space, Graham Cadle

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  • South London Largest London borough by population Home of trams in the capital
  • I wont pretend to be an expert in this But speaking to different experts and the options we felt we needed an approach that allowed a detailed understanding of the journey customers follow Using ethnographics – basically semi-structured interviews and observation, in their local environment. Dicsussing all the feelings and experiences and what customers really wanted or felt would work Was time consuming – and required right skills Their understanding of issues and services Motivation behind decision making
  • 5. Support informal social networks at all stages, especially early stages.
  • Insight family space, Graham Cadle

    1. 1. Graham CadleDirector of customer services and communications London Borough of Croydon
    2. 2. The Croydon context  40% BME background - forecast to rise to 50%(+) by 2026  100 languages and 3 main religions  30% Community Perspectives, 22% Secure Suburbia (MOSAIC)  43,000 of school age – London’s largest  With 70 births per 1,000 women, fertility rates in Croydon are above average  Births have risen to more than 5,000 per year and are likely to continue to rise  1,000+ looked after children – 2/3rds are asylum seekers  45% of births are to mothers not born in the UK
    3. 3. The Initial Total Place Pilot Improving children’s health and wellbeing: conception to 7 year old Building on a strong LSP
    4. 4. Understanding the underlying issues
    5. 5. Feeding into our total place propositions Toolkit for use in each proposition development – 13 principles Training workshops and support  Intro to ethnography and co-design  Interview skills  creating a user engagement plan  Integrating research with service design Building service and corporate skills for further projects Feeding appropriate links into other services (older people, street services)
    6. 6. Phase 2 – taking our web proposition forward
    7. 7. Critical that staff were involved too
    8. 8. Co-design
    9. 9. 4 strands of co-design
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