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#twbconf 2017: On Being Human - Jason Caplin & Audree Fletcher, Barnardo's

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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.

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#twbconf 2017: On Being Human - Jason Caplin & Audree Fletcher, Barnardo's

  1. 1. On being human Audree Fletcher / @avfletcher Jason Caplin / @xcaplin #futurebarnardos
  2. 2. @avfletcher | @xcaplin | Barnardo’s 2017 | 2
  3. 3. @avfletcher | @xcaplin | Barnardo’s 2017 | 3
  4. 4. How do we build services to support them? @avfletcher | @xcaplin | Barnardo’s 2017 | 4
  5. 5. @avfletcher | @xcaplin | Barnardo’s 2017 | 5 @avfletcher | @xcaplin | Barnardo’s 2017 | 5 Wasted potential
  6. 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. 7. Relentless humility. @avfletcher | @xcaplin | Barnardo’s 2017 | 7
  8. 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. 9. We don’t know the problem, the user, their needs, or the solution. Humble assumptionsHumble assumptions @avfletcher | @xcaplin | Barnardo’s 2017 | 9
  10. 10. We don’t have all the answers, ideas, or perspectives. Humble assumptionsHumble assumptions @avfletcher | @xcaplin | Barnardo’s 2017 | 10
  11. 11. We don’t know how this is going to work out. Humble assumptionsHumble assumptions @avfletcher | @xcaplin | Barnardo’s 2017 | 11
  12. 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. 13. Build an SMS reminder tool to reduce the number of children’s missed appointments. @avfletcher | @xcaplin | Barnardo’s 2017 | 13
  14. 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. 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. 16. Humans gonna be human @avfletcher | @xcaplin | Barnardo’s 2017 | 16
  17. 17. XKCD, obvs @avfletcher | @xcaplin | Barnardo’s 2017 | 17
  18. 18. 2. We don’t have all the answers, ideas, or perspectives. Humble assumptionsHumble assumptions @avfletcher | @xcaplin | Barnardo’s 2017 | 18
  19. 19. @avfletcher | @xcaplin | Barnardo’s 2017 | 20Bromford Lab
  20. 20. @avfletcher | @xcaplin | Barnardo’s 2017 | 21
  21. 21. 3. We don’t know how this is going to work out. Humble assumptionsHumble assumptions @avfletcher | @xcaplin | Barnardo’s 2017 | 22
  22. 22. DIAGNOSE RESEARCH DESIGNSYNTHESIS PROTOTYPE How we describe design at Barnardo’s @avfletcher | @xcaplin | Barnardo’s 2017 | 23
  23. 23. How design will actually happen @avfletcher | @xcaplin | Barnardo’s 2017 | 24
  24. 24. @avfletcher | @xcaplin | Barnardo’s 2017 | 25
  25. 25. @avfletcher | @xcaplin | Barnardo’s 2017 | 26 2.3m vulnerable children Children’s Commissioner
  26. 26. £4,800 per child per year @avfletcher | @xcaplin | Barnardo’s 2017 | 27DCMS
  27. 27. @avfletcher | @xcaplin | Barnardo’s 2017 | 28
  28. 28. @avfletcher | @xcaplin | Barnardo’s 2017 | 29@avfletcher | @xcaplin | Barnardo’s 2017 | 29 Adapt or die
  29. 29. 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
  30. 30. On being human Audree Fletcher / @avfletcher Jason Caplin / @xcaplin #futurebarnardos

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