Nicola Woodward (RGN, MSc) health, social, and community service innovator, Christchurch, New Zealand.
Although the healthcare and social services sectors have used patient & client-centred design for almost three decades, organizations in these sectors are still contributing to isolation and exclusion of those most in need of their services. Risk factors related to poverty and violence are elevated by the very systems meant to help.
This session will explore how agencies can make a difference using experiences-based service design. Nicola will share some of the experiences that contributed to the transformation of a women’s refuge, and the founding of a unique centre of co-located human services in Christchurch, New Zealand.
In this webinar we will:
- Explore some of the limitations and unintended consequences of the ‘expert’ and ‘specialist’ lens in service and organisational design (with examples)
- Revisit the concept of experience-based design from a life-systems perspective
- Explore models of integrated co-located practice from a social justice perspective, drawing on key learnings from concept, design, and implementation, from frontline to governance