Using Experience Based Design to innovate and transform community maternity services; a fresh approach Clare Luby: Community Midwifery Manager / Supervisor of Midwives Jo Davy: Head of Quality Improvement
Drivers for change
Leadership development
What did we do?
Experience Based Service Design principles • Co-creative-users and staff • Crosses silos • Make it, test it, experience it • Fail fast, iterate • Learn by doing (talk less) • Play seriously (more creative) • Perfection is enemy of improvement
Experience Based Service Design process • Define what a good experience looks like • Define the ‘personas’ of the people who use the service • Design an ideal customer journey map • Test it, experience it, improve it • Design the blueprint • Plan and deliver
Personas Time to make your own personas!
Maps
Next steps • Celebration and Feedback to attendees Feb 17 • Service blueprint (backstage processes to enable the experience) • Action plans for implementation • Measuring the improvements made
Any Questions?
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