1. The document provides an overview of tools and methods used in service design, including interviews, personas, journey mapping, and visualization techniques.
2. It discusses how communication is a key part of service design, both within organizations and in communicating the service to users. Effective communication enables collaboration between actors.
3. The document outlines different actors involved in service design, including users, operators, technicians, and donors. It notes the importance of involving different stakeholders through co-design.
The document discusses the achievements of the Inspire East Design Review and Enabling services over five years. It provides feedback from panel members and users of the services. Key points include:
1) The services reviewed 136 schemes and supported 70 projects, providing independent review and advice to improve quality.
2) Feedback was overwhelmingly positive, with the panel management rated highly. Users found value in gaining different perspectives and resolving issues.
3) The impact on improving schemes was seen in modified masterplans and successful applications, though long-term impact is difficult to measure.
4) Panel members emphasized the importance of community engagement, learning from best practices, and focusing on long-term sustainability and placemaking.
Empowering, Co-designing, Scaling: A Service Design Model for the Sustainable...Francesco Mazzarella
The global economic and environmental crisis is creating momentum for designers to challenge the current “linear economy” based on a take-make-waste model, and explore sustainable strategies, services and systems. Within this arena,
textile artisanship is becoming an interesting opportunity for opening up micro-enterprises, addressing the complex challenges posed by future trends (e.g. slow
consumption, alternative economies, redistributed manufacturing, flexible production,
circular economy, advanced artisanship, design entrepreneurship and enabling ecosystems).
In particular, this research is focused on textile artisans’ communities, bottom-up and human-centred aggregations engaged in giving form and meaning to local natural fibres, by
hands or by directly controlling mechanised and digital tools, and managing the process of making culturally and socially significant apparel. With this in mind, a theoretical framework
has been developed, outlining barriers, enablers and a sustainable manifesto for textile artisans’ communities. Service design is here proposed as a key approach within this
scenario, due to its user-centric, relational and systemic strength to co-create tangible and intangible value towards holistic sustainability. Using service design methods, participatory action research is pursued to empower artisans’ communities, co-design collaborative services and scale up innovations within an enabling ecosystem. The overall aim of this research is to explore how service design can encourage textile artisans’ communities towards a sustainable future, providing social engagement, rescuing cultural heritage,
boosting economic development and enhancing environmental stewardship.
Unboring Service Design with Craft & CreativityFITC
This document discusses ways to make service design more engaging through creativity. It recommends three principles: 1) Make it human by designing technology that approaches people empathetically rather than mechanically. 2) Make it a story by framing necessary tasks as narratives that people want to engage with. 3) Make it count by tracking user activities and gamifying life experiences. The document provides examples for how these principles could be applied, such as creating character-based stories to motivate tooth brushing or designing mobile apps that turn daily tasks into games.
The document discusses the Rural Initiative Program implemented by the Clinton Health Access Initiative in Lesotho. The program aims to improve healthcare services in two remote mountain clinics, Semenanyane and Kuebunyane, which are inaccessible by road. Prior to the program, the clinics only provided basic primary care services and had been largely overlooked. The initiative worked to accredit the clinics to provide HIV/TB services, engage them in the World Food Program, and conduct a capacity assessment of the Lesotho Flying Doctor Service, which serves the remote areas. The intern's work involved supporting these efforts as well as clinic construction and a maternal and newborn health proposal.
The document is an introduction to collaboration presented by Angela Smith and Michael DiRamio of City Connect Detroit. It defines collaboration as working together with others to achieve a common goal. It outlines the desired outcomes of understanding collaboration, its challenges and opportunities, and how to be an effective collaborator. It also provides examples of collaboratives in Detroit and tips for effective collaboration.
Introduction To Social Media Marketing Tfm 2010 Presentation Michelle GoodallMichelle Goodall
Presentation given at TFMA Februray 2010, covers:
- What ‘social media marketing’ will mean in 2010
- The listening organisation
- How to move from listening to customer engagement
- Effective ways of managing organisational challenges
National Transitional Jobs Network 2012 Conference1presentable
The document summarizes the 2012 National Transitional Jobs Network conference. The conference brought together stakeholders from across the US to discuss policies and programs that support subsidized employment and transitional jobs. Speakers highlighted successful transitional jobs programs and discussed strategies to help participants obtain and retain employment, including sector-focused training, supportive services, and addressing barriers to work. Federal funding opportunities were also reviewed to support employment solutions for individuals with barriers to employment.
The document discusses the achievements of the Inspire East Design Review and Enabling services over five years. It provides feedback from panel members and users of the services. Key points include:
1) The services reviewed 136 schemes and supported 70 projects, providing independent review and advice to improve quality.
2) Feedback was overwhelmingly positive, with the panel management rated highly. Users found value in gaining different perspectives and resolving issues.
3) The impact on improving schemes was seen in modified masterplans and successful applications, though long-term impact is difficult to measure.
4) Panel members emphasized the importance of community engagement, learning from best practices, and focusing on long-term sustainability and placemaking.
Empowering, Co-designing, Scaling: A Service Design Model for the Sustainable...Francesco Mazzarella
The global economic and environmental crisis is creating momentum for designers to challenge the current “linear economy” based on a take-make-waste model, and explore sustainable strategies, services and systems. Within this arena,
textile artisanship is becoming an interesting opportunity for opening up micro-enterprises, addressing the complex challenges posed by future trends (e.g. slow
consumption, alternative economies, redistributed manufacturing, flexible production,
circular economy, advanced artisanship, design entrepreneurship and enabling ecosystems).
In particular, this research is focused on textile artisans’ communities, bottom-up and human-centred aggregations engaged in giving form and meaning to local natural fibres, by
hands or by directly controlling mechanised and digital tools, and managing the process of making culturally and socially significant apparel. With this in mind, a theoretical framework
has been developed, outlining barriers, enablers and a sustainable manifesto for textile artisans’ communities. Service design is here proposed as a key approach within this
scenario, due to its user-centric, relational and systemic strength to co-create tangible and intangible value towards holistic sustainability. Using service design methods, participatory action research is pursued to empower artisans’ communities, co-design collaborative services and scale up innovations within an enabling ecosystem. The overall aim of this research is to explore how service design can encourage textile artisans’ communities towards a sustainable future, providing social engagement, rescuing cultural heritage,
boosting economic development and enhancing environmental stewardship.
Unboring Service Design with Craft & CreativityFITC
This document discusses ways to make service design more engaging through creativity. It recommends three principles: 1) Make it human by designing technology that approaches people empathetically rather than mechanically. 2) Make it a story by framing necessary tasks as narratives that people want to engage with. 3) Make it count by tracking user activities and gamifying life experiences. The document provides examples for how these principles could be applied, such as creating character-based stories to motivate tooth brushing or designing mobile apps that turn daily tasks into games.
The document discusses the Rural Initiative Program implemented by the Clinton Health Access Initiative in Lesotho. The program aims to improve healthcare services in two remote mountain clinics, Semenanyane and Kuebunyane, which are inaccessible by road. Prior to the program, the clinics only provided basic primary care services and had been largely overlooked. The initiative worked to accredit the clinics to provide HIV/TB services, engage them in the World Food Program, and conduct a capacity assessment of the Lesotho Flying Doctor Service, which serves the remote areas. The intern's work involved supporting these efforts as well as clinic construction and a maternal and newborn health proposal.
The document is an introduction to collaboration presented by Angela Smith and Michael DiRamio of City Connect Detroit. It defines collaboration as working together with others to achieve a common goal. It outlines the desired outcomes of understanding collaboration, its challenges and opportunities, and how to be an effective collaborator. It also provides examples of collaboratives in Detroit and tips for effective collaboration.
Introduction To Social Media Marketing Tfm 2010 Presentation Michelle GoodallMichelle Goodall
Presentation given at TFMA Februray 2010, covers:
- What ‘social media marketing’ will mean in 2010
- The listening organisation
- How to move from listening to customer engagement
- Effective ways of managing organisational challenges
National Transitional Jobs Network 2012 Conference1presentable
The document summarizes the 2012 National Transitional Jobs Network conference. The conference brought together stakeholders from across the US to discuss policies and programs that support subsidized employment and transitional jobs. Speakers highlighted successful transitional jobs programs and discussed strategies to help participants obtain and retain employment, including sector-focused training, supportive services, and addressing barriers to work. Federal funding opportunities were also reviewed to support employment solutions for individuals with barriers to employment.
Rodel S. Navarro Business and Management Consultant and Director RODEL SY NAVARRO BUSINESS CONSULTANCY SERVICES (RSNBCS) Tel / Mobile: +63-0917-7333563 Email: rsnbcs@gmail.com http://www.slideshare.net/RSNBCS (About Business Laws compilation): http://www.slideshare.net/BUSINESSLAWSPH Email: businesslawsph@gmail.com
The document discusses interpreting results from SPSS analysis with GDP as the dependent variable and imports, exports, and exchange rate as independent variables. It states that imports and exports have a significant relationship with GDP based on their t-test values being less than 0.5, while exchange rate does not due to its t-test value being greater than 0.5. Imports also have an inverse relationship with GDP. The Durbin-Watson value of 1.856 is within the acceptable range of 1.7 to 2.0. R should be greater than 0.8 and R-square depends on R. Correlations between variables should be exactly 1.000.
Mental and Behavioral Disorders Due to General Medical ConditionsDr. Riaz Ahmad Bhutta
This document discusses various mental and behavioral disorders that can result from underlying medical conditions. It provides learning objectives on psychiatric symptoms of thyroid diseases, adrenal disorders, blood sugar imbalances, renal failure, hepatic encephalopathy, vitamin deficiencies, and cerebral hypoxia. For each condition, it describes potential etiologies, clinical features, management approaches, and how to differentiate them from primary psychiatric disorders.
April 2012 - Michigan Energy Forum - Donald H. WilliamsAnnArborSPARK
Come join the Michigan Energy Forum on Thursday April 5 as we discuss the role of nuclear energy in Michigan and abroad in addressing global climate change. Panelists will include representatives from industry, academia, and the State who will share their views of the role that nuclear energy should play to reduce greenhouse gas emissions and generate economic development opportunities. While nuclear energy can be a very controversial topic, the purpose of this forum is to discuss the science, economics, and risks and rewards of nuclear energy and to learn more about what is going on in Michigan. Please join us on April 5 for this exciting forum.
With help desk module let your customers submit inquiries and complaints, it will ensure that all customer disputes are taken care of in timely manner.
Details: http://addons.prestashop.com/en/22047-help-desk.html
Regeneration of Brain with new understanding gives us good ground to be optimistic in matters of research and also day to day clinics. This presentation at the most introduces you to the potential stride of the field.
The document discusses using NFC technology to engage attendees at the 2014 Chicago Auto Show. It describes setting up an NFC experience called "GO" to allow attendees to vote in polls, register for publications, and enter contests from their smartphones. Activities included tapping NFC tags on shirts, wristbands and displays to access content. Over 1400 people registered across categories like auto, tech and a wearables session. The event identified opportunities to use NFC for engagement at other small business and education events.
This document provides information on various topics in child psychiatry. It discusses child development, behavioral and emotional disorders that usually onset in childhood/adolescence, nocturnal enuresis, nocturnal encopresis, attention deficit hyperactivity disorder (ADHD), autism, and stammering. It defines each condition and covers epidemiology, etiology, clinical features, diagnosis, management, course and prognosis. The document is a reference for child psychiatric conditions.
This document discusses congenital, perinatal, and neonatal viral infections. It lists several viruses that can infect fetuses and newborns, including rubella, CMV, HSV, VZV, HIV, hepatitis B, and hepatitis C. It also discusses arthropod-borne viruses (arboviruses) that are transmitted by arthropod vectors like mosquitoes and ticks. A key example is dengue fever, which infects over 2 million people annually in Southeast Asia, Africa, and South America through the bites of Aedes mosquitoes. Symptoms of dengue fever range from high fever to potentially fatal dengue hemorrhagic fever. There is no antiviral treatment for dengue,
This chapter from the textbook Intermediate Accounting discusses accounting for income taxes. It covers differences between pre-tax financial income and taxable income, temporary and permanent differences that result in future taxable or deductible amounts, deferred tax assets and liabilities, applying tax rates, net operating losses, and the asset-liability method for income tax accounting. The chapter is prepared by Jep Robertson and Renae Clark of New Mexico State University.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help boost feelings of calmness, happiness and focus.
This document discusses the need for a new transportation planning paradigm that focuses on moving and connecting people rather than vehicles. The old paradigm prioritized reducing congestion through road expansion, but this is no longer financially viable given rising maintenance costs. The new paradigm emphasizes access, multimodal options, community values like health, environment and quality of life. It requires transportation professionals to listen, engage diverse stakeholders, think creatively about community visions, and demonstrate leadership in developing new policies and tools aligned with this paradigm. Professionals must foster an openness to new challenges and a willingness to redefine problems and solutions.
This service learning project involved organizing a goods drive to collect art therapy supplies for a Child Advocacy Center in Denton, Texas. Donation boxes were placed around the city and an event was held at Texas Woman's University to encourage donations. The donations benefited children who were victims of abuse by providing therapeutic art activities. Through this project, the student applied concepts from class about the importance of social support and mental health. It also allowed them to better understand the suffering of abused children and their need for assistance. The project benefited the student by pushing them out of their comfort zone to contact businesses and request donation boxes.
Care in the digital age unlocking the futureShirley Ayres
The document describes various services offered by an organization to help other organizations take advantage of digital technologies to transform health, housing, and social care. The services include educational events like "Care in the Digital Age" which showcase digital tools, and workshops on using digital engagement and social media. They also offer consultations to provide an outside perspective and critical review of organizations' strategies and initiatives. The organization is made up of practitioners experienced in fields like branding, marketing, and digital communications.
The document discusses using social media to drive innovation in organizations and local governments. It outlines benefits like understanding customers, involving communities, and uncovering innovators. Challenges mentioned include defining needs, choosing tools, creating solutions, developing networks, and sharing learning. The document advocates facilitating citizen involvement in designing services and understanding how tools work to encourage collaboration and innovation.
Citizen Support Exchange creates a social network to match unemployed people with experience assisting disabled individuals with those needing personal assistants. This provides more choice and control for disabled individuals while challenging barriers and training unemployed people. It aims to meet the shortage of personal assistants, support people uniquely as individuals, and promote community involvement through collaboration between organizations.
1. Participation and engagement metrics to understand how well the organization is reaching and involving people from diverse backgrounds. This could include things like event attendance, online course enrollments, membership numbers.
2. Qualitative feedback from stakeholders to gain insights into people's experiences and how the organization can improve. Surveys, interviews, and focus groups can provide rich data beyond just numbers.
3. Organizational culture metrics to assess how diversity and inclusion values are taking hold within the organization itself. Things like inclusion scores, representation in leadership, and policies/practices would be important to track.
4
The document discusses how to unlock the skills of local innovators through collaborative online tools. It proposes developing a platform with three sections: 1) allowing residents to submit and share ideas/innovations to improve services; 2) connecting users with skills to share and those seeking skills; and 3) enabling citizens to build support coalitions on issues. The goal is to develop skills in enterprise, innovation and intermediaries by democratizing tools and connecting supply and demand through community empowerment and participation.
IO4/Unit 3: Inclusive Social Enterprise DevelopmentKarel Van Isacker
The document discusses inclusive social enterprises and integrating disadvantaged people into community jobs. It defines inclusive social enterprises as businesses that predominantly employ disadvantaged people, including those with disabilities or from impoverished backgrounds. When developing inclusive social enterprises, key factors include identifying appropriate models, reducing costs, facilitating partnerships, and measuring commercial and social benefits. Integrating disadvantaged people requires collaborative efforts to address barriers and promote participation, equality, employment, education, social protection, health, and external action. Actions include modifying recruitment, partnering with community groups, investigating job roles, and creating internships and career development plans. Successful planning considers paying equitable wages, voluntary work, skills assessment, and opportunities for advancement.
The document discusses the future of communications and the transformative effect of social media. It notes that employees now have unprecedented exposure through social media and can advocate their own points of view. This represents a loss of command and control for companies.
The document then outlines Canada Post's strategy for using social media to engage and connect employees, strengthen relationships, support innovation, and safeguard their reputation. It discusses establishing guidelines and measuring success metrics.
After an initial 100 day trial period, usage of the social media program increased significantly across messaging, groups, blogs and other features, demonstrating early success in connecting Canada Post employees.
Let’s translate ideas into sustainable businesses that bring innovative ideas to life. Together we can address different types of problems in more effective, innovative and agile ways. We have to be aware of the obstacles to unlock talent inside our organization and take actions right away.
Rodel S. Navarro Business and Management Consultant and Director RODEL SY NAVARRO BUSINESS CONSULTANCY SERVICES (RSNBCS) Tel / Mobile: +63-0917-7333563 Email: rsnbcs@gmail.com http://www.slideshare.net/RSNBCS (About Business Laws compilation): http://www.slideshare.net/BUSINESSLAWSPH Email: businesslawsph@gmail.com
The document discusses interpreting results from SPSS analysis with GDP as the dependent variable and imports, exports, and exchange rate as independent variables. It states that imports and exports have a significant relationship with GDP based on their t-test values being less than 0.5, while exchange rate does not due to its t-test value being greater than 0.5. Imports also have an inverse relationship with GDP. The Durbin-Watson value of 1.856 is within the acceptable range of 1.7 to 2.0. R should be greater than 0.8 and R-square depends on R. Correlations between variables should be exactly 1.000.
Mental and Behavioral Disorders Due to General Medical ConditionsDr. Riaz Ahmad Bhutta
This document discusses various mental and behavioral disorders that can result from underlying medical conditions. It provides learning objectives on psychiatric symptoms of thyroid diseases, adrenal disorders, blood sugar imbalances, renal failure, hepatic encephalopathy, vitamin deficiencies, and cerebral hypoxia. For each condition, it describes potential etiologies, clinical features, management approaches, and how to differentiate them from primary psychiatric disorders.
April 2012 - Michigan Energy Forum - Donald H. WilliamsAnnArborSPARK
Come join the Michigan Energy Forum on Thursday April 5 as we discuss the role of nuclear energy in Michigan and abroad in addressing global climate change. Panelists will include representatives from industry, academia, and the State who will share their views of the role that nuclear energy should play to reduce greenhouse gas emissions and generate economic development opportunities. While nuclear energy can be a very controversial topic, the purpose of this forum is to discuss the science, economics, and risks and rewards of nuclear energy and to learn more about what is going on in Michigan. Please join us on April 5 for this exciting forum.
With help desk module let your customers submit inquiries and complaints, it will ensure that all customer disputes are taken care of in timely manner.
Details: http://addons.prestashop.com/en/22047-help-desk.html
Regeneration of Brain with new understanding gives us good ground to be optimistic in matters of research and also day to day clinics. This presentation at the most introduces you to the potential stride of the field.
The document discusses using NFC technology to engage attendees at the 2014 Chicago Auto Show. It describes setting up an NFC experience called "GO" to allow attendees to vote in polls, register for publications, and enter contests from their smartphones. Activities included tapping NFC tags on shirts, wristbands and displays to access content. Over 1400 people registered across categories like auto, tech and a wearables session. The event identified opportunities to use NFC for engagement at other small business and education events.
This document provides information on various topics in child psychiatry. It discusses child development, behavioral and emotional disorders that usually onset in childhood/adolescence, nocturnal enuresis, nocturnal encopresis, attention deficit hyperactivity disorder (ADHD), autism, and stammering. It defines each condition and covers epidemiology, etiology, clinical features, diagnosis, management, course and prognosis. The document is a reference for child psychiatric conditions.
This document discusses congenital, perinatal, and neonatal viral infections. It lists several viruses that can infect fetuses and newborns, including rubella, CMV, HSV, VZV, HIV, hepatitis B, and hepatitis C. It also discusses arthropod-borne viruses (arboviruses) that are transmitted by arthropod vectors like mosquitoes and ticks. A key example is dengue fever, which infects over 2 million people annually in Southeast Asia, Africa, and South America through the bites of Aedes mosquitoes. Symptoms of dengue fever range from high fever to potentially fatal dengue hemorrhagic fever. There is no antiviral treatment for dengue,
This chapter from the textbook Intermediate Accounting discusses accounting for income taxes. It covers differences between pre-tax financial income and taxable income, temporary and permanent differences that result in future taxable or deductible amounts, deferred tax assets and liabilities, applying tax rates, net operating losses, and the asset-liability method for income tax accounting. The chapter is prepared by Jep Robertson and Renae Clark of New Mexico State University.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help boost feelings of calmness, happiness and focus.
This document discusses the need for a new transportation planning paradigm that focuses on moving and connecting people rather than vehicles. The old paradigm prioritized reducing congestion through road expansion, but this is no longer financially viable given rising maintenance costs. The new paradigm emphasizes access, multimodal options, community values like health, environment and quality of life. It requires transportation professionals to listen, engage diverse stakeholders, think creatively about community visions, and demonstrate leadership in developing new policies and tools aligned with this paradigm. Professionals must foster an openness to new challenges and a willingness to redefine problems and solutions.
This service learning project involved organizing a goods drive to collect art therapy supplies for a Child Advocacy Center in Denton, Texas. Donation boxes were placed around the city and an event was held at Texas Woman's University to encourage donations. The donations benefited children who were victims of abuse by providing therapeutic art activities. Through this project, the student applied concepts from class about the importance of social support and mental health. It also allowed them to better understand the suffering of abused children and their need for assistance. The project benefited the student by pushing them out of their comfort zone to contact businesses and request donation boxes.
Care in the digital age unlocking the futureShirley Ayres
The document describes various services offered by an organization to help other organizations take advantage of digital technologies to transform health, housing, and social care. The services include educational events like "Care in the Digital Age" which showcase digital tools, and workshops on using digital engagement and social media. They also offer consultations to provide an outside perspective and critical review of organizations' strategies and initiatives. The organization is made up of practitioners experienced in fields like branding, marketing, and digital communications.
The document discusses using social media to drive innovation in organizations and local governments. It outlines benefits like understanding customers, involving communities, and uncovering innovators. Challenges mentioned include defining needs, choosing tools, creating solutions, developing networks, and sharing learning. The document advocates facilitating citizen involvement in designing services and understanding how tools work to encourage collaboration and innovation.
Citizen Support Exchange creates a social network to match unemployed people with experience assisting disabled individuals with those needing personal assistants. This provides more choice and control for disabled individuals while challenging barriers and training unemployed people. It aims to meet the shortage of personal assistants, support people uniquely as individuals, and promote community involvement through collaboration between organizations.
1. Participation and engagement metrics to understand how well the organization is reaching and involving people from diverse backgrounds. This could include things like event attendance, online course enrollments, membership numbers.
2. Qualitative feedback from stakeholders to gain insights into people's experiences and how the organization can improve. Surveys, interviews, and focus groups can provide rich data beyond just numbers.
3. Organizational culture metrics to assess how diversity and inclusion values are taking hold within the organization itself. Things like inclusion scores, representation in leadership, and policies/practices would be important to track.
4
The document discusses how to unlock the skills of local innovators through collaborative online tools. It proposes developing a platform with three sections: 1) allowing residents to submit and share ideas/innovations to improve services; 2) connecting users with skills to share and those seeking skills; and 3) enabling citizens to build support coalitions on issues. The goal is to develop skills in enterprise, innovation and intermediaries by democratizing tools and connecting supply and demand through community empowerment and participation.
IO4/Unit 3: Inclusive Social Enterprise DevelopmentKarel Van Isacker
The document discusses inclusive social enterprises and integrating disadvantaged people into community jobs. It defines inclusive social enterprises as businesses that predominantly employ disadvantaged people, including those with disabilities or from impoverished backgrounds. When developing inclusive social enterprises, key factors include identifying appropriate models, reducing costs, facilitating partnerships, and measuring commercial and social benefits. Integrating disadvantaged people requires collaborative efforts to address barriers and promote participation, equality, employment, education, social protection, health, and external action. Actions include modifying recruitment, partnering with community groups, investigating job roles, and creating internships and career development plans. Successful planning considers paying equitable wages, voluntary work, skills assessment, and opportunities for advancement.
The document discusses the future of communications and the transformative effect of social media. It notes that employees now have unprecedented exposure through social media and can advocate their own points of view. This represents a loss of command and control for companies.
The document then outlines Canada Post's strategy for using social media to engage and connect employees, strengthen relationships, support innovation, and safeguard their reputation. It discusses establishing guidelines and measuring success metrics.
After an initial 100 day trial period, usage of the social media program increased significantly across messaging, groups, blogs and other features, demonstrating early success in connecting Canada Post employees.
Let’s translate ideas into sustainable businesses that bring innovative ideas to life. Together we can address different types of problems in more effective, innovative and agile ways. We have to be aware of the obstacles to unlock talent inside our organization and take actions right away.
CSR Value Continuum: Value Distribution to Value CreationWayne Dunn
A short article discussing a CSR Value Continuum, a framework for understanding how CSR projects, programs and initiatives can be viewed along a continuum from value distribution to value creation.
The article contrasts this approach with the widely known Shared Value approach.
The article was published by Triple Pundit at http://www.triplepundit.com/2014/02/csr-value-continuum-value-distribution-shared-value-creation/
The document summarizes an executive leadership conference that used an innovative approach of interactive workshops and human-centered design thinking to address challenges of cross-agency collaboration. Participants provided overwhelmingly positive feedback. Key outcomes included:
- Three conceptual solutions were developed to promote citizen-centric government, enable creative thinking about shared solutions, and drive transformation through outcome-focused leadership.
- The concepts and discussions captured will be used by related interest groups to advance shared service initiatives across agencies.
- The new conference format engaged participants in problem-solving and garnered praise for moving beyond traditional panels, signaling its potential to inspire innovation at other events.
Fascinating report of an ADASS roundtable in the south west on commissioning. Worth reading for an insight into the challenges commissioners face and some of the ways they're thinking of addressing these challenges.
This chapter discusses how social entrepreneurs can work across organizational boundaries to enhance their ventures. Partnering with other organizations allows social ventures to provide more social value. Partnerships and networks allow organizations to collaborate in addressing complex social problems. New legal forms like benefit corporations and low-profit limited liability companies (L3Cs) have emerged to facilitate hybrid organizations that blend social missions and business activities. Working across sectors and through various models of collaboration can help social enterprises solve problems more effectively.
Running Head DEVLOPING A STRATEGIC APPROACH 1DEVLOPING A STR.docxtodd271
Running Head: DEVLOPING A STRATEGIC APPROACH 1
DEVLOPING A STRATEGIC APPROACH 2
Developing a Strategic Approach
Michelle Tabb
Dr. Prince Odu
HSA
Strayer/ University
08/20/2018
Introduction
Today, associations are finding that rising human services expenses can contrarily affect their primary concern. Both wellbeing guarantors and self-protected suppliers are after a similar two objectives: 1) decreasing the cost of worker advantages, and 2) driving solid results by affecting part conduct. (Wang, Kung & Byrd,2018).
Affecting conduct is, obviously, what showcasing is about. It's fascinating to take note of that for a considerable length of time, medical advantages experts have requested that advertising specialist’s configuration, compose, and create their part correspondences. In a few occasions, promoting individuals were essentially used to "spruce up" a current solid strategic correspondences program as of now set up, applying the advertising skill to the back end of the procedure.
Rather, by giving key and strategic help at the front end of the procedure, promoting experts can genuinely enable directors to decrease expenses and impact sound part conduct. Why? A key segment of addressing the present human services difficulties is making impactful correspondences that educate impact and rouse design individuals to take positive activities that enhance the nature of their lives. To achieve this, benefits experts need to think like advertisers ideal from the beginning ( Kotler, Shalowitz, & Stevens, 2011).
Vision Statement
To be the human services industry leader in giving a differing, comprehensive workplace that mirrors the commercial center and networks where we work together while expanding our upper hand through development, benefit and flexibility
Vision Goals
To strive to have the most diversified all inclusive and conducive environments for everyone
To have the best marketing strategies in provision of its healthcare services
To have a market advantage through adapting, continuous innovation as well as having upper profit margins
Mission Statement
To recognize, draw in, and hold the best ability from each gathering. To make a working environment where all ability can perform taking care of business. To evaluate/comprehend the assorted variety of your commercial center. To guarantee that we are reacting and adjusting to our clients. To guarantee our clients to see themselves in our vision, activities and working environment. To utilize outer commitments to dispose of drawback and increment the assorted variety of the ability pool
Mission goals
To the leader in recruiting and retaining the best talent so that our customers value our services more
To make sure that it responds to all the demands of the customers who seek their professional advice
To fully utilize all the external assistance in terms of suggestions so that any disadvantage is removed to increase the wide pool of talent that we have.
Adaptive strategy
The mar.
This document provides information about a two-day masterclass on digital citizen engagement for government. The masterclass will be facilitated by Crispin Butteriss and will provide practical tools and strategies for connecting citizens with policy development through digital channels. It will cover topics like identifying engagement objectives, managing risks, using tools like ideation and crowd-sourcing, and developing a digital engagement strategy. The class is aimed at professionals involved in stakeholder engagement, communications, and policy planning from the public sector.
Corporate Social Responsibility (CSR) is a concept that has gained prominence in recent decades as businesses recognize their broader impact on society beyond their immediate economic goals. CSR involves a company's commitment to operating ethically, considering the interests of various stakeholders, and contributing to social and environmental well-being. In this essay, we will explore the principles and benefits of CSR, its impact on stakeholders, and how it has become an integral part of modern business practices.
Corporate Social Responsibility is not merely a trend but a fundamental shift in the way businesses perceive their role in society. Embracing CSR is not only morally sound but also strategically advantageous, fostering sustainable business practices that benefit the company, its stakeholders, and the broader community. As businesses continue to evolve, integrating CSR into their core values becomes imperative for long-term success and positive societal impact.
A charette workshop was proposed to bring stakeholders together to plan changes to places through consensus building. Charettes could help address contentious issues in communities and inform local development plans by exploring issues of local identity, design, and infrastructure practicalities. The goal is for charettes to result in an agreed way forward that most people are comfortable with by fostering ownership around a collective understanding of issues affecting a place.
Similar to Socially Responsible Service Design (20)
Top 10 Challenges That Every Web Designer Face on A Daily Basis.pptxe-Definers Technology
In today’s fast-moving digital world, building websites is super important for how well a business does online. But, because things keep changing with technology and what people expect, teams who make websites often run into big problems. These problems can slow down their work and stop them from making really good websites. Let us see what the best website designers in Delhi have to say –
https://www.edtech.in/services/website-designing-development-company-delhi.htm
How to Handle Open Web Application Security Project(OWASP) Top Vulnerabilitiescoast550
Handling OWASP top vulnerabilities requires a proactive and multi-faceted approach. It involves implementing secure coding practices, regular security assessments, and staying up-to-date with the latest security trends and patches. By fostering a security-first mindset and integrating security into the development lifecycle, organizations can significantly reduce the risks posed by these common vulnerabilities.
To get more information, check
https://whitecoastsecurity.com/safeguarding-web-applications-a-white-coast-security-perspective-on-the-owasp-top-10-vulnerabilities/
Webroot antivirus helps with online security. Use reliable security software to protect your devices from attacks, providing online security and quiet mind when using technology for business or work.
Visions of Reality Inspiring Innovations from MIT Reality Hack 2024.betterworlds2012
The MIT Reality Hack 2024 brought together over 500 visionaries in VR, AR, MR, and XR, transforming my view on what I had skeptically called "computational illusions."
Landscape Architect Melbourne specializes in designing stunning, sustainable outdoor spaces that blend creativity with functionality. From lush gardens to innovative urban landscapes, they transform environments into aesthetically pleasing, eco-friendly havens. Their expertise ensures each project harmonizes with its surroundings, enhancing Melbourne's unique urban character while promoting environmental stewardship.
Best Web Development Frameworks in 2024growthgrids
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Socially Responsible Service Design
1.
2.
3. Table of
Contents
5
10
62
22
29
42
50
2
15
63
3
6
18
64
4
6
8
65
66
1
9
21
61
Service Design & Benefits
Program & Partner & Sponsor
Class Aim & Project Aim
Interviews
Task Role
Motivation Matrix
Persona
Draw-it
Mood Board
Clients’ Journey Canvas
Interviews
Shadowing
Draw-it
Mood Board
Volunteer
Introduction
Texts & Matrix
Narration & Description
Chart & Graphics
Events
Empathic Design Approach
Framing Context and Objectives
Communication Design Tools
Service Design Tools
54
55
56
58
53
Actors Map
Laser Cut Poster
System Map
Clients’ Journey Map
4.
5. 1
Now-a-days the economic identity includes a sharing economy, social economy, community,
collaboration, co-design, and co-producers.
These descriptions illustrate a complex scenario that makes it necessary to take a holistic
and multidisciplinary design approach in order to create innovative solutions, and generate
solutions in which the material and immaterial dimension mingle.
The design of services, or service design, is an interdisciplinary approach that combines
different methods and tools, overcoming the classic marketing, that can be defined as a
systematic design approach for the management of people, infrastructure, communication,
and objectives of a service.
Introduction
6. 2
Service design’s main purpose is to improve the quality of the interaction between a service
provider and its client.
The design of services helps to innovate, improve existing services, make them easier to use,
and more desirable by clients, as well as improving efficiency for the organization.
Service design “thinking ” puts the client or the service user at the center. Thinking from
the perspective of the client and working by his side service design strives to understand
deeply the needs beyond the statistics in order to design services that are effective, efficient,
pleasant, sustainable, and socially sound.
Better knowledge about client’ or users’ needs (benefits for the service design project)
Better fit between service and customers (benefits for the service’s client s or users )
Improved focus on clients or user, better cooperation between system actors (benefits
for the organization)
Service
Design
Benefits
Choreographing the
interactions between
people and companies
(Continuum)
7. 3
The MFA in Integrated Design at CCS is a unique program that prepares designers for
increasingly complex, multi-faceted and globally driven challenges.
Students develop a broad perspective that enables to construct powerful design strategies
that make businesses more competitive, and communities more livable.
Program entail the systematic integration of analytical thinking, user-centric research,
problem-framing skills, and advanced design methods.
Through industry-sponsored collaborative projects, students are applying these learning to
real-world challenges of both immediate and long-range import
COTS Coalition On
Temporary Shelter
MFA Integrated Design
Ford Blue Oval Network
COTS’ Passport to Self-Sufficiency methodology helps families reach their housing, economic,
health, education, and career goals, by way of coaching, mentorship, and support to overcome
homelessness and break the cycle of poverty for themselves and future generations.
In this project students are asked to help to design a phase with real platform for action for
COTS’ Passport to Self-Sufficiency™ working together in this prototyping phase, with real
people in real life settings.
This could fundamentally change COTS’s role from a homeless help provider to one in a
relationship where COTS and clients are partners providing long-term opportunities and
multi-generational impact solutions.
Through a network of colleges and universities, Ford Community Corps actively supports
new initiatives for building sustainability and improving the quality of life of communities.
In addition, the Ford Community Corps program recognizes scholastic achievement and
encourages service to the community.
Program
Partner
Sponsor
Ford Community Corps
8. 4
The class focuses on the tools and methodologies of Service Design where students learn
how to diagram and understand the complexity of services and how to design changes and/or
implementations to these services. On doing so, students focus on ecosystems and ecologies,
relations of organisms to one another, and to their surroundings as a way of framing large,
multi-faceted, and often scattered social problems.
GRD602A DESIGN
GRADUATE STUDIO II
Socially Responsible
Service Design
Class Aim
In this sponsored project MFA Integrated Design students were asked to help design a
touch-point platform for action for COTS’ Passport to Self-Sufficiency™ working together, in
this prototyping phase, with real people in real life settings.
Since 1982, COTS has been committed to serving the most vulnerable members of the Detroit
community. Passport to Self-Sufficiency™ is a new program currently in development within
COTS to assist families in reaching their overall housing, economic/financial, health/wellbeing,
education/training, and career/employment goals.
This could fundamentally change COTS’s role from a homeless help provider, into a
relationship where COTS and clients became partners providing long-term opportunity
and multi-generations impact solutions.
Project Aim
9. 5
Trend
Internal
Barriers
Framing
Context and
Objectives
Service Context
The objective of the service is to create poverty resistant families.
This means, among other things, that even if the family falls on hard times again it will have
developed the resiliency and habits to overcome, and not enter a negative cycle.
Struggles with the System
The system, the welfare safety net, is terribly broken.
It does not reward success, but punishes it. Many times those in poverty need supports such
as childcare and transportation in order to obtain or maintain employment. Loss or lack of
employment results in loss of housing. Those caught in the system may find it necessary to
manipulate it in order to get just a small portion of what they need to survive. When it comes
to housing, they may have an unrealistic view of what is required to financially sustain it. They
may also have a need to understand what it takes to be a good neighbor and tenant.
COTS is undergoing a fundamental shift that requires everyone to have more knowledge and
practice in serving families with children of all ages. In some cases individuals may no longer
be the best fit for positions that they hold in the organization. COTS must be prepared to get
people in the positions who are willing to creatively engage those we serve, and do it out of
a desire that matches our mission. COTS has scheduled client service training as one of the
means of helping the staff to make the transition.
COTS will need to promote a culture of knowledge and service through regular training and
maintaining the proper fit as staff are replaced and some separate from the agency.
Funding is always a restriction for non-profits. While it does not prevent an organization from
doing great work, more dollars would help to do more. COTS is also subject to the rules and
regulations set forth by the Federal government’s Housing and Urban Development (HUD).
The regulations are not always the best for COTS clients serve, and can hamper COTS’s ability
to help. Also, while COTS chooses to house families in the emergency shelter for more than
90 days, funding only covers 90 days. This is despite the fact that housing is not abundant,
incomes are often non-existent, and families need more than 3 months to get on their feet.
The objective of COTS is to alleviate homelessness.
While every homeless person in the city will not come through COTS’s doors, COTS wants
those who do, to exit our organization housed.
2013 Homeless Action Network of Detroit (HAND) has reported 3,468 people who were
chronically homeless in the cities of Detroit, Hamtramck, and Highland Park. The number of
children in families was 2,742, and the number of unaccompanied youth was 62.
Objective of
the service
Objective of
the organization
Needs in the market
Restrictions
Obtaining the necessary funds, and a cultural shift in the agency overall.Conditions
10. 6
Empathic
Design
Approach
Difficulties in service delivery are often a result of poor engagement with clients.
Homeless client are often stressed and emotional and it is easy for staff to
distance themselves.
The design process utilized in Service Design is based on co-design methods that provide ways
for people to engage with each other as well as instruments to communicate, be creative,
share insights and envision their own ideas.
Co-creation is about joint creation of value by the company/organization and its clients.
It is based on building blocks of dialogue, access, transparency.
Co-designing means involving different people with different backgrounds (all stake-holders)
in order to examine and innovate a given experience, can support different levels of
participation, and be available at different time.
DesignTools
“ Services do not qualify as property.
They are immaterial and intangibles. They are performed, not produced. They exist only in the
moment they are rendered. They cannot be held, accumulated, or inherited. While products
are bought, services are made available.
In a service economy, it is human time that is being commodified, not places or things. Services
always invoke a relationship between human beings as opposed to a relationship between a
human being and a thing.” J. Rifkin (2000)
One other distinguishing practice is the extensive use of visualization techniques in the design
process, and on making the invisible visible, showing clients what will be their journey (the
service promise), showing what is happening in the lives of clients, and showing everyone the
resources that are hidden away.
Service designers use visualization techniques extensively in the stage of interpreting user
research, and become early models of understanding both the problem and the solution.
The visualization techniques of the service designers is also used to describe the
characteristics of service logic.
Service Design addresses, through visual communication, the service actors interaction
complexity with two different communicative situations: communication within the service,
and communication of the service.
Communication is used as a sharing tool to dialogue, access, and render transparent
the reinforcements.
“Communication from
the Latin communis.”
To put something in
common, to share.
To participate, transmit,
and disseminate
anything to others.
11. 7
Communication in within the service
(To actors who belong to the same system)
Goal Goal
It is essential that the communication enable these
individuals to collaborate.
The Service designer must not only communicate but also
provide the appropriate tools for this co-design that make
the people the designers.
Fundamental is that all come to the understanding of
what their role within the system is and that all will build
their own mental model of service.
Conferring visibility to intangible aspects, such as the
experience and performance, in order to represent,
inform, raise awareness, and promote.
Communication of the service
(To everybody)
Fundamental is that all users come to the understanding
of what their role within the system is and that all of
them will build their own mental model of service.
To represent, inform, raise awareness, promote, is
not enough.
Showing all the aspects that make up the
service interface, which play a vital role in terms
of communication.
Donors
The group of investors who
invest in the development of
a service
Technicians
The specialists who
contribute to the
development of the project
Testing sample
Individuals selected among users
and operators to be involved in
‘activities’ analysis, co-design
and verification
Operators
Staff providing the service, in contact
with the user, which
involved in the
activities’ back-office
Users/Clients
Those who use the services
offered by service
12. 8
Texts and Matrix
Service
Design tools
Actors map
Laser-cut Poster
System Map
Client’s Journey Map
Persona
Draw-it
Mood Board
Clients’ Journey Canvas
Interviews
Shadowing
Draw-it
Mood Board
Volunteer
Interviews
Motivation Matrix
Task Role
Chart & Graphics
Narration & Description
Events
14. 10
TEXTS & MATRIX
Guest services will help clients to solve common problems.
Guest services are in charge of security of the building.
Guest services are in charge of clients’ daily supplies.
Job opportunities are posted on the board near the front desk.
(One of the guest services staff wishes to add more duties, such as providing resources
and information)
COTS open 24/7, guest services staff divided into 3 shifts, every shift each person has one
hour break.
Guest services stuff serve breakfast and dinner for clients in emergency and
transitional shelter.
Guest services also ask client about housing/job progressive.
Guest services meets the client most frequently, higher chance of contact with clients.
Staff’s perspective is that clients understand their situation well and try to improve their life.
Guest services will be the mid-person between Coaches or Housing Specialist and clients.
Housing specialist set up meeting time with clients, but clients need to go to guest services
before they meet coach or housing specialist.
Guest services staff hasn’t noticed much difference since the Passport Program started, the
only big change is switch in focus from singles to families.
Guest services staff doesn’t really know what coach and housing specialist are doing
with clients.
The pain point for guest services staff is the heavy traffic when clients move out and
donator come in.
They sometimes help clients move out and take care arriving donors.
The busiest hours around 3 pm because all kids come back from school around that time.
Guest services table is not a good place to talk about personal issues/house/job/wellbeing
because of the open environment, no privacy to talk about any personal problems.
For safety, each floor’s clients are not allowed/recommended to visit each other because
they are not familiar with each other, and don’t know each other’s background.
Emergency shelter has a time curfew (10 pm) to come back to shelter. Transition housing
doesn’t. Because they pay rent.
Every visiting guest needs to know the room number in order to visit the client.
Guest Services
Interview & Observation
Guest Services
Tasks & Interaction
General
Information
15. 11
TEXTS & MATRIX
Some homeless people move to the transition housing, after that, some think they
don’t need housing specialist anymore and miss appointments. Housing specialist
will keep contact with them.
Housing specialists consider themselves a resource bank.
Only 30% of those homeless people find jobs with COTS’s help and go back to
their former life in a short time ( 3 months). Housing Specialist think clients put
themselves in box. Although some of them have skills, some just think “I can’t do
it”. However, most of clients are positive.
The biggest barriers for homeless people are lack of knowledge about saving
money; unemployment; limited
by themselves.
Housing specialist divide parent’s attitude to their children go to school in positive
“Some of them think it is necessary for their kids to go to school”, and negative
“Some parents are too lazy to send their kids to school.
Some parents think their child doesn’t need to go to school, They don’t care or they
don’t know.”
Client age changes according to the season.
Most of COTS clients’ now are aged between 18-35. Children’s age is between
Infant to 18.
There are lots of infants in COTS.
Housing Specialist
Interview & Observation
Housing Specialist
Tasks & Interaction
General
Information
16. 12
TEXTS & MATRIX
Coaches begin the process with the ‘COTS’ Passport to Self-Sufficiency Mapping Tool’.
Coaches check the current situation of the client by using the mapping tool.
During the first and second phase coach tries to note important points about the client in
‘Coaching Client Contact Sheet’.
Then the coach will set short term and long term goal for the clients.
Coaches assign homework related to their goals and set an appointment with clients.
The process goals can be changed based on the client’s decisions and accomplished goals.
Coaches check their clients’ situations during the process.
They also go to client’s places if they are in the Passport Program.
The ‘COTS’ Passport to Self-Sufficiency Mapping Tool’ and ‘Coaching Client Contact Sheet’
are being checked every 3 months (4 times a year). Based on their previous score and the
improvement new goals can be set.
Each coach works with a specific housing specialist.
Over half of the clients want to be engaged. (5 out of 8)
Activity coordinator takes care of the kids and toddlers during the affinity group activities.
There are four housing specialists in the organization. Two of them are specifically working
on Passport Program and another two assist them on the Passport program.
Catching up with the clients is a big challenge for coaches because most of the clients
either know what they want, or they have a lot of barriers and obstacles that coaches can’t
help them with.
Clients’ improvements, smiles, and taking steps towards their goals are the motivation and
what make coaches enjoy their job.
When coaches see clients can accomplish their goals and will work with the coaches, they
feel proud of their job.
One of them chose this job because he had already worked with families, but he had no
experience working with mothers and children. So it was challenging to him.
Coach
Interview & Observation
Coaches
Tasks & Interaction
General
Information
17. 13
TEXTS & MATRIX
Client - Adult
Interview & Observation
Clients believe that COTS is a family orientated organization.
Some of them love cooking but the kitchens are limited, and no food is allowed to be
taken in, no lunch supplied.
Clients keep a little distance from other people in the service.
Most of them have clear goals.
Clients trust housing specialists and coaches.
They want to share happiness and sorrow with some of staffs.
Clients feel bad about the security check.
Some clients are disrespectful to each other.
There are not enough activities involving clients for communicating with each other.
The entertainment services for clients at Peterboro are:
1st floor, computer space for adults;
3rd floor, play space, computer space for kids doing homework;
4th floor, TV room can be used by only two families at one time.
Clients were in the difficult situation before entering COTS.
Most of them have clear goals.
Clients know education is very important for them to find a job.
They want to spend time with their kids.
Their family plays an very important role in their lives.
They need help to improve their research skills.
Adult Tasks &
Interaction
General
Information
Questions
about Persona
18. 14
TEXTS & MATRIX
Client - Teenager
Interview & Observation
They think COTS staff are not their relatives, but they treat them as family members.
They think there are too many people in the COTS at times.
Most of them have attended school.
Teenagers care about their well-being. Some of them prefer to talk with staff or principles
instead of their parents, because they think their parents cannot help them to solve problems.
They miss their friends, want to hang out with them.
They like to experience things and to see themselves as independent.
They are a group of family oriented people.
Most of the teenagers have clear goals for the short term.
They care about education.
They value other people’s opinions about them.
Teenagers have peer pressure.
They are very emotional and innocent.
Most of them are positive.
Teenager Tasks &
Interaction
General
Information
Questions
about Persona
19. 15
TEXTS & MATRIX
Behaviors:
Work with clients
Behaviors:
Behaviors:
Work with
housing specialist
Work with guest service
Work with supervisor
Work with clients
Work with
housing specialist
Work with guest service
Work with peers
Security check
Clients help
Communication with
staff and co-workers
Help for COTS visitors
Coach
Housing Specialist
Guest Services
Staff’s Matrix
20. 16
TEXTS & MATRIX
Behaviors:Liala
Kiara
Motivation
Family
Goals Pride
Personal
Value
Responsible for kids
Working on goals
Being Social
Behaviors:
Motivation
Responsible for kids
Being Social
Family
Goals Pride
Personal
Value
Working on goals
Clients’Motivation
Matrix
21. 17
TEXTS & MATRIX
Clients’Motivation
Matrix
Behaviors:
Motivation
Positive attitude
to difficulties
Relationship with
family and friends
Being Social
Family
Goals Pride
Personal
Value
Behaviors:
Motivation
Relationship with
family and friends
Being Social
Family
Goals Pride
Personal
Value
Positive attitude
to difficulties
Nathan
Ayana
22. 18
TEXTS & MATRIX
Before
Grab the scan wand,
Open the door
Housing specialist and
coach ask to look
for someone
Answer the phone about
the availability for them
Copy documentation, hand
out forms, control supply
items, lead to shower, show
room, assist fill out the form,
ask client to wait for housing
specialist in the lobby
(1) Sell meal tickets
(2) Help to serve dinner
(3) Lead clients to do laundry
(4) Distribute mail
(5) Help clients to move out
(6) Storage of clients’items
Items can not be found easily
Try to make a connection
with that person
Send the person to
housing specialist or
ask the person to wait
for coach in the lobby
Check bags and
scan people.
Make sure guests
sign in
Check the information
and answer questions
Monitor lobby
activity, walk
around and check
the whole building
Connect related
people and
finish tasks
Some clients complain
about the check
During the busy hours,
the waiting line gets
long, messy and out
of control
Some clients do not follow
the rules, children
running around
During After
1.
Security
Check
2.
Answer
the
Phone
3.
Connection
4.
Move in
Process
5.
Daily
Assistance
Task
Task
Task
Task
Task
Pain
points
Pain
points
Pain
points
Pain
points
Pain
points
X
X
X
X
X
X
X
X
Guest Services Tasks
23. 19
TEXTS & MATRIX
Before During After
Questioning client,
completing application
forms and obtaining client’s
basic information
Understanding
client’s condition
Client is unaware of his/her
own health issues.
(1)Helping client schedule
a health check.
(2)Helping client
get medications.
(3) Helping client get
health insurance.
Offering goods and
information (job list,
education resources,
housing list) to client
Lacking enough resources
Tracking client’s needs
Discussing with client and
directing client to the
right places
Helping client set goals and
educate them. Scheduling
next meeting
Some clients don’t even
know they need goals
Some client can’t visit
office on time
Studying and analyzing
client’s problems
Finding different ways
to help client
Sending client to target
place (optional)
Weekly check on the
client progress
How to get real information
from client
1.
Housing
assignment
2.
Scheduled
meeting
3.
Offering
resources
4.
Health
care
referrals
X
X X
Task
Task
Task
Task
Pain
points
Pain
points
Pain
points
Pain
points
Housing Specialist Tasks
24. 20
TEXTS & MATRIX
Before
Choose the category
and design the topic
Review the information
about the client
Talk about recent situation
and check if the client is
working on their goals
Organize the notes,
keep track of the clients
Motivate the client and talk
around the topic
(1) Introduce the topic
(2) Demonstrate how to
achieve the goal for the topic
(3) Let the client practice on
their own
(4) Ask them to share their
results and thoughts
with others
Document the files
No long term plan, leads
to not enough time to
publish the post. Not
enough reaction time for
the client
Some clients may not show
up to the appointments
Moms are always with their
children who are often noisy
and distracting. They don’t
have an ideal
meeting environment
Some clients may just
leave behind what they
got from the mobility
mentoring sessions
Some clients are passive
During After
1.
Affinity
group
2.
Mobility
mentoring
sessions
Task
Pain
points
Coach Tasks
Task
Pain
points
26. 22
NARRATION & DESCRIPTION
Laila
Adult Client
Age: 33 Type: Group 1
“I hope I can have my own house.”
Laila grew up in a shelter. She didn’t finish high school and became a single mom at 16. Her
life got even worse after losing her mother at 21. Without a good job, she’s been moving
from shelter to shelter with her baby.
MotivationGoals
• Bad financial situation
• Needs a Social
Security Card, higher
education degree, and
mobility for a dream career.
• Level of jobs she can do
without specific skills.
• Support her family by
providing a stable living
environment
• A job that could support
her family
• Highly values family
• Better future for
her daughter
Pain points
Persona
Notes
Group 1: This group of clients had a difficult life before they came to COTS with not many good
life experiences.
Group 2: This group of clients had some good life experiences before they arrived at COTS.
27. 23
NARRATION & DESCRIPTION
Adult Client
“I hope my daughter has a bright future.”
Kiara had a good childhood. However, she got pregnant at 17. The guy left after a year and
she had to drop out of the school, and go to work as a cashier. She got married after that and
moved to Chicago for a good life. However, because her husband died, she had to move back to
Detroit and ended up with COTS.
Age: 27 Type: Group 2
Kiara
Pain pointsMotivationsGoals
• Taking care of her
children is time consuming.
• Needs a Social
Security Card, higher
education degree, and
mobility for a dream career.
• Looking for help
with education
• Highly values family
• Maintain personal values
• Pride
• Create a stable
living environment
• Happy family
• Have an advanced
dream career
Persona
28. 24
NARRATION & DESCRIPTION
Age: 17 Type: Group 1
“Whatever, I don’t care.”
He has no memory of his father, in his mind, grandma is the best in the world. He loves every
cool thing, especially his favorite football team. In his opinion, he is mature enough to deal
with everything, there is no need for others’ help.
Nathan
Pain pointsMotivationsGoals
• To be a superstar football
player in the future
• His dreams for the future.
• Peer pressure
• Peer influence
• He was kicked off the
football team, because
of a fight
• He thinks school is a
boring place
• He lost his favorite book
from his grandma
Persona
Teenager Client
29. 25
NARRATION & DESCRIPTION
When she was a kid, she used to live with her grandma and a puppy. It was a really happy time
in her life. Things got bad when she was 12 years old, her grandma passed away, then the
whole family was kicked out of the house. They have no where to stay but COTS.
Ayana
• She is a caring person,
wants give back to society.
• Parents’ life experience
• Future goals (Dreams)
• Peer pressure
Pain pointsMotivationsGoals
• To be a nurse in the future
• Help her family to live a
better life
• Her grandma passed away.
• The family has no place
to live.
“Try my best, we will have a nice future.”
Persona
Teenager Client
Age: 15 Type: Group 2
30. 26
NARRATION & DESCRIPTION
Valencia
Pain pointsMotivationsGoals
“Hello, this is COT! How can I help you?”
Valencia has 10 years experience at the front desk and she loves her work. Everyday, she
arrives at COTS according to her work schedule. Her work is about answering the phone,
checking clients, copying clients’ certificates, guiding donors and keeping an eye on clients
inside the building. She is very busy with only time enough for a 1 hour break over an 8 hour
work day. She feels proud to be helping other people. Children like to hug and say “Hi” to
Valencia when they come back.
• Work for my family to
live better
• Learned lessons from
the clients
• Proud to help others,
very happy to see
their improvement
• Contribute to homeless
kids’ future
• Make enough money for
my family
• Be part of COTS staff to
help homeless people
when they come
and leave
• Keep COTS safe
• Make good connections
• Provide more job
opportunities
• It is very busy during the
busy hours because of
the messy situation
• Front desk can also
observe and understand
some of the problems if
COTS items can not be
found easily.
• Some clients do not fully
follow the rules, they do
not cooperate with the
front desk staff.
Persona
Guest Services
31. 27
NARRATION & DESCRIPTION
Alaia
Pain pointsMotivationsGoals
“If you really want, you can be successful.”
Alaia, who has worked in different positions in COTS before front desk to case planner, has
18-years working experience in COTS. She used to be homeless and experienced the same
hard time that her clients are experiencing now. Finally, she was able to get her degree and
find a job with others’ help.
• Having experienced
homelessness, she can
empathize and is helps
clients to achieve
self-sufficiency.
• She feels confident and
believes in the clients.
• I want to have my own
treatment program to
provide service for
relapse prevention.
• Help my clients achieve a
better life in the future.
• To be a resources bank
for clients.
• Time management is the
biggest problem for me.
• Always a mess of resources
that need to be organized.
Persona
Housing Specialist
32. 28
NARRATION & DESCRIPTION
Eric
Pain pointsMotivationsGoals
“I’m here to help.”
Eric came to COTS one month ago. He mainly works on the Passport program with his
colleagues, helping the clients with housing, well being, finance, education and career 5
different aspects.
• Make his own life.
• Passion for helping others
and the satisfaction gained
from it.
• Help the clients to build
self sufficiency, break the
cycle of homelessness.
• Personal career success
• A better world.
• Some clients are not
active, for instance they
they feel they don’t need
a coach’s help or ignore
the appointment.
• Most clients have the
stereotype that the
coaches can hardly
help them.
Persona
Coach
33. 29
NARRATION & DESCRIPTION
Collect client’s prior life path, motivation and future forecasts.
Suggested time: 30 minutes
Level of difficulty: Easy
Materials needed: Pens, notebook
Participants: Coach, person you’re designing for
Print: On 8.5 x 11 inches letter sheet.
Other materials: 5 different colored pencils.
(CD:Draw-itset 1. Draw-it exercise_Parents_Prior COTS.pdf;CD:Draw-itset 2. Draw-it exercise
_Teens_Prior COTS.pdf; CD:Draw-itset 3. Draw-it exercise_Parents & Teens_future and goals)
Demonstration
Coaches do a demonstration to show the clients how to do “draw-it”. Use the first part to write
down the prior life path important events and choose the emotional feelings about them. Draw
2 pictures in the second part to show who you think you will be in the future.
Open clients’ memories
While the clients are doing “Draw-it”, they may have difficulties remembering some important
events. Coaches may inspire the clients by showing some examples.
For instance,
a. Did you have a pet when you were a kid?
b. When was your first date?
c. How did it feel to have your first baby?
d. Where do you think you will live in 20 years?
Encourage clients to express deeper feelings
While the clients are filling out the “draw-it”, coaches should guide and encourage the clients
to express more about their feelings and thoughts through asking some questions.
For instance,
a. It was a really happy event having your first baby. Could you tell me more about
how happy you were?
b. Why did you choose this color to draw your future?
Documentation
Write down the emotional feelings and thoughts of clients.
Reference
During the later Passport program, use this as a reference to track the process and
improvements. For instance, coaches may ask the clients to redo “draw-it” exercise in the
future to see their self-sufficiency improving process.
Objective facts
A client’s prior life path and how they ended up at COTS.
Subjective facts
Understand the client’s values as related to life, family, career etc. Check the self-sufficiency
level, the ability to see the risks of their goals and the ability to overcome.
Goal
Stats
Instruction
Outcomes
After
Before
During
Draw-it
•
•
•
•
•
•
•
•
A tool that help to spur deeper and different kinds of conversations by picking up pen, paper
and drawing.
•
34. 30
NARRATION & DESCRIPTION
Through this exercise, you can understand adult client’s experience and value prior to COTS.Set 1
Draw-it for Adult
35. 31
NARRATION & DESCRIPTION
Through this exercise, you can understand adult client’s experience and value prior to COTS.Set 1
Draw-it for Adult
36. 32
NARRATION & DESCRIPTION
Draw-it for Adult
Through this exercise, you can understand adult client’s experience and value prior to COTS.Set 1
37. 33
NARRATION & DESCRIPTION
Through this exercise, you can understand adult client’s experience and value prior to COTS.Set 1
Draw-it for Adult
39. 35
NARRATION & DESCRIPTION
Through this exercise, you can understand teenager client’s experience and value prior to COTS.Set 2
Draw-it for Teenager
40. 36
NARRATION & DESCRIPTION
Through this exercise, you can understand teenager client’s experience and value prior to COTS.Set 2
Draw-it for Teenager
41. 37
NARRATION & DESCRIPTION
Through this exercise, you can understand teenager client’s experience and value prior to COTS.Set 2
Draw-it for Teenager
43. 39
NARRATION & DESCRIPTION
Through this exercise, you can understand how clients see themselves in the future and their values.Set 3
Draw-it
Adult & Teenager
44. 40
NARRATION & DESCRIPTION
Through this exercise, you can understand how clients see themselves in the future and their values.Set 3
Draw-it
Adult & Teenager
46. 42
NARRATION & DESCRIPTION
To collect primary emotional feelings about COTS and Passport program.
Create a bank of pictures: Pre-select 16-20 images for each topic/question coaches are going
to ask the clients. Instruction about pre-selecting images
a. Think from the client’s stand point and make a hypothesis from their
perception about the topic/question coaches are going to ask.
b. Based on the hypothesis, select 16-20 abstract images that you may want to
use to show feelings. However, the images should be able to show different
feelings, such as excited, neutral and bored.
Print: On 8.5 x 11 inches letter sheet.
(CD:Mood Boardset 1. Mood Board exercise_Adults & Teens_one day in COTS;CD:Mood
Boardset 2. Mood Board exercise_Adults & Teens_about Passport program)
Demonstration: Through demonstration the coaches a practice to show the clients how to
make a “mood board”. Direct clients to pick one image to express their perception of each
topic/question.
Open clients’ minds: While the clients are working on their “mood board”, they may have
difficulties choosing one image. Coaches may inspire the clients by showing some examples.
For instance,
a. What does housing mean to you?
b. How does it feel to be in your own house?
c. What do you think education will bring to you?
Encourage clients to express deeper feelings: After the clients choose the images, coaches
should guide and encourage the clients to express more about their feelings and thoughts
through asking some questions.
For instance,
a. Why did you choose this image?
b. I saw you were struggling to choose between these two.
Could you tell me why you chose this one and not the other?
Keep the file
Tape or glue images on corresponding blanks.
Documentation
Write down the client’s emotional feelings and thoughts.
Reference
Later, during the Passport program, use this as a reference to track the process and
improvements. For instance, coaches may ask the clients to make another “mood board”
sometime in the future to see their self-sufficiency improving process.
Understand clients’ feelings about COTS and Passport Programs in a more friendly and
easygoing way. Based on records, do an analysis of their perception to help COTS know more
about its clients.
Goal
Outcomes
After
BeforeInstruction
During
An ice breaking tool that could collect client’s values and thoughts by collage
making and conversations.
•
•
•
•
•
•
•
•
Mood Board
Suggested time: 30-60 minutes
Level of difficulty: Easy
Materials needed: Images, pens, glue, magazines
Participants: Coach, person you’re designing for
Stats
47. 43
NARRATION & DESCRIPTION
Mood Board
One day in COTS
Through this exercise, you can understand clients’ feelings and thoughts about COTS.Set 1
49. 45
NARRATION & DESCRIPTION
Mood Board
Passport Program
Through this exercise, you can understand clients’ feelings and thoughts about the Passport program and each aspect.Set 2
50. 46
NARRATION & DESCRIPTION
Mood Board
Passport Program
Through this exercise, you can understand clients’ feelings and thoughts about the Passport program and each aspect.Set 2
51. 47
NARRATION & DESCRIPTION
Mood Board
Passport Program
Through this exercise, you can understand clients’ feelings and thoughts about the Passport program and each aspect.Set 2
52. 48
NARRATION & DESCRIPTION
Mood Board
Passport Program
Summary template for coaches to document clients’ mood board exercise.Set 2
53. 49
NARRATION & DESCRIPTION
Mood Board
Passport Program
Note: Set 1 and set 2 can be used together or separately, or on multiple occasions.
For example, coaches may use set 1 when the client has been at COTS for 2 weeks or so.
Set 2 can be used after the clients has been in the Passport Program for a while.
54. Clients’Journey Canvas
Have a holistic view of the system, Organize activities and tasks, improve the system
Print: Cards if it is needed
Other materials: A pen
Find the touch point to improve
User can open the canvas and see all the touch points for to the clients. Each touch point has
two background pages and one library page. On the library page there are lots of different
cards that can be used for tasks, actors, activities, suggestions and pain points. On the
background pages all the activities, tasks, actors and pain points can be shown during the day.
Current situation
Users can organize the current situation with cards. They can show all the current tasks,
activities and pain points during the day.
Suggestions for improvement
When users have a holistic view of all the interactions and problems that happen in the
background of each touch point, they can suggest new solutions on the suggestion cards to
improve the system.
Analysis
Users can analyze the problem and suggestions and choose the right way to improve the system.
Objective facts: A holistic overview of the system to find problems and suggest solutions.
Subjective facts: Easier and deeper understanding of the system, Clarifying all the tasks
and actors, easier understanding about pinpoints and busy hours.
Goal
Outcomes
After
BeforeInstruction
During
Client Journey Canvas is an effective tool to give users a holistic view of the system. In this
way, users can identify the problems more easily and then come up with effective solutions.
Introduction
•
•
•
•
•
•
•
•
50
NARRATION & DESCRIPTION
58. 54
CHART & GRAPHICS
Actor map shows the interaction between actors in COTS.
The four main actors are Guest/Shelter Guest Service Associate/Housing Specialist/Coach.
Information
Center
Daycare
Visitors
Housing
Program
Director
Shelter monitor
supervisor
PSS Program
Director
Activities
Coordinator
Client
Guest Services
Housing
Specialist
Resources
Coordinator
Coach
Actors Map
59. 55
CHART & GRAPHICS
Laser Cut Poster
A branding tool that illustrates the COTS mission for the client, encouraging them to
move forward.
60. 56
CHART & GRAPHICS
System Map
The system map is a visual description of the service technical organization: the
different actors involved, their mutual links and the flows of materials, energy,
information through the system.
66. 62
EVENTS
By interviewing guest services
staff, housing specialists, and
coaches, we talked about
what basic issues they face
everyday, the barriers among
the different roles
in the service.
Interviews
67. 63
EVENTS
We shadowed the guest
services,housing specialist,
and coach daily works process.
We observed and learned the
services COTS has provided
and the pain points within
the services.
Shadowing
68. 64
EVENTS
We designed a draw-it board
to collect information from
clients about their life before
they came to COTS.
Based on their own stories,
they wrote down various
moments that are both
happy and sad.
We also asked clients to
write down their dreams,
and goals, and the barriers
they might encounter
in the future.
We had 7 students interviewed 16 clients in total within 2 hours
Draw-it
69. 65
EVENTS
We had 7 students interviewed 16 clients in total within 2 hours
Eight adults and eight
teenagers participated in the
mood board exercise. They
used different types of
pictures to illustrate one
day in their life at COTS and
express their general feelings.
Mood Board
70. 66
EVENTS
We volunteered at the dining services at Peterboro. It was our first time to participate in the
COTS services. That was fundamental in helping us understanding clients at COTS. We learned
that homeless people are like us, they just experienced some troubles in their lives.
Volunteer