Over a period of 3 years we have been working with a charity that provides housing and care for people with learning and physical disabilities. This work has helped them to think about the organisation they need to be and how they need to transform services to meet the complex and diverse needs of their service users in the context of the increasingly turbulent and cash starved world of the third sector.
We have worked with the senior management team and the wider management team, using a variety of processes to help them think well in times of real pressure, and to help them imagine the future they want to create for their service users. They have invested time and effort in learning about one another as people, learning from each other’s skills and insights, and offering thought provoking challenge.
To help them explore the future from multiple perspectives they have used storytelling, scenario planning, horizon creation and big picture storytelling.
To help them understand how service users experience their services in real time they have created customer journey mapping, giving great insights into how services are currently experienced.
They have learned to be creative together in terms of service design and are moving towards the small scale prototyping of new ideas before they are implemented throughout the organisation.