Jason (Chief Digital Officer) and Audree (Head of Service Design) spoke at the Together We're Better Conference 2017 on #futurebarnardos. Jason and Audree are part of the digital team at Barnardo’s. They claim that neither they, nor their employers know what digital actually is. So rather than spending countless days trying to work it out, they just getting on with blowing up social care, and shamelessly copying the best minds of our generation to ensure services for children are totally focused on their needs, unashamedly driven by data, and continuously iterated from tiny beginnings to spaceships.

1. On being human
Audree Fletcher / @avfletcher
Jason Caplin / @xcaplin
#futurebarnardos

2. @avfletcher | @xcaplin | Barnardo’s 2017 | 2

3. @avfletcher | @xcaplin | Barnardo’s 2017 | 3

4. How do we build services to support them?
@avfletcher | @xcaplin | Barnardo’s 2017 | 4

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Wasted potential

6. If you don’t like change,
you’ll like irrelevance even less
@avfletcher | @xcaplin | Barnardo’s 2017 | 6@avfletcher | @xcaplin | Barnardo’s 2017 | 6

7. Relentless
humility.
@avfletcher | @xcaplin | Barnardo’s 2017 | 7

8. Can’t you just build me
what I’ve asked you for?
I’ve been working at the
front line for years. I
know our customers
better than they know
themselves.
We can run a workshop with
service users if you want. But they
won’t come up with any ideas we
haven’t already had.
We’ve got the theory. Let’s just take it straight to pilot.
I already know what
the problem is. And
how to solve it.
The curse of expertise
@avfletcher | @xcaplin | Barnardo’s 2017 | 8

9. We don’t know
the problem, the
user, their needs,
or the solution.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 9

10. We don’t have all
the answers, ideas,
or perspectives.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 10

11. We don’t know
how this is going
to work out.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 11

12. 1. We don’t know
the problem, the
user, their needs,
or the solution.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 12

13. Build an SMS reminder
tool to reduce the
number of children’s
missed appointments.
@avfletcher | @xcaplin | Barnardo’s 2017 | 13

14. Why build,
not buy?
Why SMS?
Why just
reminders?
Are only
children
missing
appointments?
Do we assume
they are
forgetful?
Why are missed
appointments a
problem?
Do service
users want
reminders?
Do our users
want to attend
appointments?
Do these
children
know why
we want
them to
attend?
What are
staff already
doing and
why?
Why do
children
forget?
Build an SMS reminder
tool to reduce the
number of children’s
missed appointments.
@avfletcher | @xcaplin | Barnardo’s 2017 | 14

15. An approach that better respects the
time of everyone involved in making,
managing and keeping appointments
would reduce missed appointments as
well as last minute changes and
cancellations.
@avfletcher | @xcaplin | Barnardo’s 2017 | 15

16. Humans gonna be human
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17. XKCD, obvs
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18. 2. We don’t have all
the answers, ideas,
or perspectives.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 18

20. @avfletcher | @xcaplin | Barnardo’s 2017 | 20Bromford Lab

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22. 3. We don’t know
how this is going
to work out.
Humble assumptionsHumble assumptions
@avfletcher | @xcaplin | Barnardo’s 2017 | 22

23. DIAGNOSE RESEARCH DESIGNSYNTHESIS PROTOTYPE
How we describe design at Barnardo’s
@avfletcher | @xcaplin | Barnardo’s 2017 | 23

24. How design will actually happen
@avfletcher | @xcaplin | Barnardo’s 2017 | 24

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26. @avfletcher | @xcaplin | Barnardo’s 2017 | 26
2.3m
vulnerable children
Children’s Commissioner

27. £4,800
per child per year
@avfletcher | @xcaplin | Barnardo’s 2017 | 27DCMS

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Adapt or die

30. Product managers
Delivery managers
Service designers
Data architects
Data visualisers
Back end developers
Content designers
Humble assumptionsWe need you (now)
@avfletcher | @xcaplin | Barnardo’s 2017 | 30

31. On being human
Audree Fletcher / @avfletcher
Jason Caplin / @xcaplin
#futurebarnardos