Diamond
Initiate
Create
Define
Test
project planning diamond
silk method deck
Funding Time Space
Mr Black
Head of Black Adult Social Services Mr
Head ofBlue Adult Social Services Mr Ms Black Job Head title: of Adult Social
Services His issue:
People
Her question question:
HowHis canquestion: we better understand the gaps in our knowledge about what people really HowHis question: need? can we better understand the gaps in our knowledge about what people really How need? can we better understand the gaps in our knowledge about what people really need?
D 6
F
E
G
7
I
H
J
K
Kensington and Chelsea
1.08%
Financially successful people living in smart flats in cosmopolitan inner city locations 7.15am
Head of Adult Social Services His issue: Framework His issue: The Common Assessment used by different beingAssessment Framework not issue: (CAF) isHis
His
issue: The Common Assessment Framework Her (CAF) is notissue: issue: being used by different TheHis Common frontline staff, whoAssessment Framework all use different (CAF) is not being needs used by different The frameworks. assessment Assessment frontlineCommon Framework who all use different (CAF)staff, is not needs being used by different assessment frontlineframeworks. staff, who all use different needs His question: assessment frameworks.
theme cards
7.10am
5
4
3
2
1
C
B
A
Type A01
7.15am
Mr Black Adult Social Services of Black Head Mr Adult Social Services of Black Head Mr
7.10am
Overview eatures Key Features
The Common different needs who all use staff, used by different frontline Framework is not beingAssessment (CAF) The Common frameworks. assessment who all use different needs staff, frontline not being used by different (CAF) is frameworks. use different needs assessment frontline staff, who all assessment frameworks. His question: the gaps in His question: How can we better understand about what people really the gaps in question: His knowledge our How can we better understand need? about what people really the gaps in knowledge our How can we better understand what people really need? our knowledge about need?
ell educated Well fessions Top professions ery wealthy Very Cosmopolitan gard ented flats, no garden Rented Self confident Good diet and health 7.15am Gym membership International travel
7.10am
‘day in the life’ photos
persona templates
Regional Houses
7.45am 7.30am Hampstead, NW3
slideshows Quantitative
4
Market researcher 10
e Qualitative Economic Social Fieldworkk
EEconomist and
social innovation cards
and their thinking.
Quantitative Qualitative Economic
Fieldwork
7.45am
1 2 3 4 5 6 7 8 9 10 11 12 13
Quantitative 10 Qualitative 3 Economic I believe in collaboration 6 Social Whatever you’re trying . 1 to achieve, Fieldwork stronger it will be much if you involve 1 those who will be
Segmentation
What we think people need and use
Qualitative 7
Economic 10 7
10
Top Councils
Kensington and Chelsea (54.02%) City of London (51.92%) Westminster (40.05%) 1 Camden (24.85%) Hammersmith and Fulham (11.03%)
Constituencies
Islington (8.57%) Richmond upon Thames (8.12%) Wandsworth (5.93%) Haringey (5.08%)
Regional Distribution
Contents
Overview Characteristics Descriptions 1 Demographics Measures of Deprivation Mosaic Origins General Community Safety Education Health Social Housing Engagement and Communications Supporting Notes
1
directly
process. p
8
Fieldwork
Utilisation
What services people use, when, where and how
Quantitative Qualitative Economic Social
4
Social
What people actually want
Bath, BA2
researcher trump cards Quantitative
Age Rank (28/61) Wealth Rank (15/61) Good Health (6/61) Fear of Burglary (59/61) Degree (1/61) Public Renting (30/61) Higher Tax (4/61) Environment (22/61) Internet (1/61)
Engagement and co-design 7.30am
I love turning complex ex data into simple, beautiful and useful information. I can help you deliver a straight-forward answer to complex questions.
3
I conduct surveys, focus groups9and interviews to help my 10 clients understand their ‘market’. Most ofanalyst all I help them to
business
om line For me, the bottom is value. I am good is att assessing what by viable and feasible looking at various data and building economic models that can be tested.
Rankings
mosaic types
Edinburgh, EH3
Statistician
O v e r v ie w
ed by I am fascinated people as individuals ommunities. and as communities. emely I am extremely thic and can empathic spend hours talking angers about to strangers their lives.
7.45am
1
7.30am
Anthropologist
1 5 6 10 10
1
insight ven diagram
journey map Customer jou
SILK
Skills
3 whys...
User Experience
customer journey map
3 whys prompt sheet Why?
I don’t know how to meet people in my local community
I don’t know where local people meet up
Why?
System
The challenge
I’ve never tried to find out
The real challenge
Why?
Pitch card
scenario cards
question prompts
Setup a meet the newbie neighbours night (and bring a friend)
ladder of participation worksheet project risks Dep. PM, 2004 Generic Task Force, Office of from Strategic Partnering
18 years old
A levels Secondary school student completing mum, dad and younger brother Currently living at home with his Stephen feels strongly about climate
What is it?
Risk type Technical and Operation Risks
is taking the
he got paper recycling to encourage recycling – last year He started an Eco Club at his school for all the waste from petitioning for a school compost bins for all classrooms and is now out what other people are involved in other groups and find school dinners. He is keen to get
Political Risks
doing.
Stephen’s favourite eco blog
persona sheets
about how much of the the Internet, Stephen is sceptical to buy produce He is now making a conscious effort recyclable waste actually gets recycled. remaining packaging when possible. without packaging and to reuse the
After reading blogs and articles on
Challenges
•
Financial Risks
• •
Organisational Management / Human Resource Risks Commercial Risks
•
other people ine
•
cost of procurement Failing to define and develop to complete projects Insufficient financial support of the to new roles and the culture Staff are unable to adapt
• • •
Legal Risks
•
Stephen’s school recycling scheme
•
Procurement Risks
videos
partnership arrangements agreed No clear partnership governance drift away from original Project creep i.e. uncontrolled
•
•
what if cards
ually in a mutually and engage partners Failure to communicate beneficial relationship es focus on customer services Failure to develop partnership
Stakeholder Interest Risks
project risks
How is it innovative?
conn with He doesn’t know how to connect onl with similar interests locally - only o
ies in discrepancies Examples calculations leading to • Inadequate baseline deliverables at the expense of ‘quick wins’ could be • Pressure to deliver longer term gains (e.g. cabinet vs. to political structures • Different approaches s committees) causes inconsistencie he within the changes leading to conflicts • Political leadership organisation
issues. He loves time writing his blog about environmental gets worried about same as him online, although he connecting with people that feel the friends live in a different his local community as most of his talking to and meeting people in is a big issue. with people that can’t see why recycling area – nonetheless he gets frustrated
He spends quite a lot of his spare
•
Control
Summarised
change and is pleased that the government
issue more seriously.
pitch card
sona? persona? Why is it useful for the
Community
Stephen
What is it called?
Who is it for?
participation The ladder of pa
oppo The opportunity
Giving me confidence
I’m afraid of being rejected
prompt cards
•
objectives take up delivered quickly enough; Service benefits not be slower than projected or delay Data Protection Act) prevent Legal constraints (e.g. partnership working property rights Conflict over intellectual preferred criteria when selecting evaluation Unrealistic suppliers critical factors business recognise to Procurements fail
Institutions
engagement tools
Needs actually happ He needs to know what is actu recycling waste
•
Stephen’s new bike
ening to his
Managing complex,
multi-stak ehold er projects
Planning
•
unning Running
community eco friendly use of web
@@@@@ @
Stakeholder / team member:
Engagement and communications
project cards
Concurrent activities
project journey map
tools and workshop collateral introduction to social innovation and silk
insight into people
managing and evaluating complex, multi-stakeholder projects
introduction to silk methodology and toolkit
engagement, participation and co-design
designing people-centred services
71