HOW we did IT?
We use design thinking and put people at the centre.
PROJECT ACTIVITIES & DEFINITIONS
Overlap will facilitate a community kick-off meeting with any interested stakeholders to share what the project is, how we will do the work, and get some feedback on how we can make the project even better.
Overlap will meet with a small group of people to map out stakeholders on a matrix identifying power and interest in connection to the adult services system. The output from the stakeholder analysis tells us which stakeholders we should explore for the most impact.
Overlap's team will review any relevant documents or past initiatives that could help us to understand the historical context of the problem. These documents enable us to create an initial map to explore in later phases.
Overlap will meet with a small group of people to think about some ways we can measure the impact of the work. Metrics might include things that we typically count, things we do not count but need to, and things that help us understand the experience. We will adjust these metrics as we learn new things throughout the project. At the end of the project, we will make some final recommendations on possible metrics to use going forward.
PAST PROJECTS REVIEW
Our team will review any relevant documents or past initiatives that could help us to understand the historical context of the problem. These documents enable us to create an initial map to explore in later phases. They help us understand the role stakeholders play in the system and begin to draw connections between them. This will include information from work Overlap has completed with organizations across the system.
Network Mapping is a hands-on activity that helps people understand, visualize, discuss and learn how people/organizations are connected to each other. It can also help us understand how these connections impact what the system can achieve.
DEEP DIVE ENGAGEMENT
We want to understand the journey of accessing different services across the system—what does the experience of accessing these services feel like? Using a combination of observational research and mobile data collection, our team will develop a customized approach to journey mapping for a small number of participants. The goal is to spend a good chunk of time with people/families who are connecting with the system and understand what their experience is actually like. By spending time with people and observing what they do, we can learn what they need in new and interesting ways. These needs will then inform the ideation and prototyping phase as we work towards building intervention(s) that will have the most impact.
PRIORITIZATION DESIGN LAB
Problem Prioritization Design Lab is an interactive event where we will bring stakeholders together as a design team to share what the team has learned from the research phase, identify areas of opportunity, and make some decisions about which areas to focus in on.
IDEATION DESIGN LAB
The ideation lab is an interactive event where we will bring stakeholders together as a design team and generate ideas focused on how we might meet the needs identified in the Prioritization Design Lab. We will also think about the appropriate team to support the implementation of prototypes within the system.
DESIGN PODS: DEVELOPING PROTOTYPES
The ideation phase of the project will produce numerous ideas and possible solutions. For each idea we want to build, a Design Pod (or group of people) will be brought together to support the rough building, testing and iteration steps. The design pod team will use the information from the initial Metric Definition workshop to develop their solution and ensure that the testing takes into consideration what is previously believed to be important for the system. The prototype allows the design pod to implement the idea in a small capacity and measure its effectiveness
DESIGN PODS: REFINING PROTOTYPES
After the initial development of the prototype and first round of testing, the design pod will iterate and refine the prototype further. The two-stage approach allows for some preliminary testing before a second wave of testing is completed. This activity will follow a similar process as the Design Pods: Developing Prototypes and will continue refining the prototype and testing it.
Heading into the testing phase of the project, we will kick-off with a event that includes a presentation of the system mapping, leverage points and ideas for change and redesign. This presentation will be followed by a feedback session, which will inform the recommendations for the final phase and planning document.
We will work with the project sponsors to identify up to 3 stakeholders (or subject matter experts) who will be interviewed as a way of testing and validating the prototypes. We will facilitate these interviews and share findings and insights in a meaningful way. The interviews will help to shine a spotlight on what resonates most and what still needs to be tweaked.
We will review the metrics and adapt the final recommendations based on the learning from this phase of the project.
PROGRAM REDESIGN STRATEGY AND IMPLEMENTATION PLAN
Overlap will customize a two-day Strategic Planning retreat. Participants at the retreat will engage with the system map, ideas and prototypes in order to develop a Strategic Plan.
The final deliveries of the project are a website and documentary capturing the story of this initiative.