#twbconf 2017: On Being Human - Jason Caplin & Audree Fletcher, Barnardo's

On being humanAudree Fletcher / @avfletcherJason Caplin / @xcaplin#futurebarnardos

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How do we build services to support them?

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Wasted potential

If you don’t like change,you’ll like irrelevance even less

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Relentless humility.

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Can’t you just build me what I’ve asked you for?

I’ve been working at the front line for years. I know our customers better than they know themselves.

We can run a workshop with service users if you want. But they won’t come up with any ideas we haven’t already had.

We’ve got the theory. Let’s just take it straight to pilot.

I already know what the problem is. And how to solve it.

The curse of expertise

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We don’t know the problem, the user, their needs, or the solution.

Humble assumptionsHumble assumptions

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We don’t have all the answers, ideas, or perspectives.

Humble assumptionsHumble assumptions

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We don’t know how this is going to work out.

Humble assumptionsHumble assumptions

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1. We don’t know the problem, the user, their needs, or the solution.

Humble assumptionsHumble assumptions

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Build an SMS reminder tool to reduce the

number of children’s missed appointments.

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Why build, not buy?

Why SMS?

Why just reminders?

Are only children missing appointments?

Do we assume they are forgetful?

Why are missed appointments a problem?

Do service users want reminders?

Do our users want to attend appointments?

Do these children know why we want them to attend?

What are staff already doing and why?

Why do children forget?

Build an SMS reminder tool to reduce the

number of children’s missed appointments.

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An approach that better respects the time of everyone involved in making, managing and keeping appointments

would reduce missed appointments as well as last minute changes and

cancellations.

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Humans gonna be human

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XKCD, obvs@avfletcher | @xcaplin | Barnardo’s 2017 | 17

2. We don’t have all the answers, ideas, or perspectives.

Humble assumptionsHumble assumptions

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3. We don’t know how this is going to work out.

Humble assumptionsHumble assumptions

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DIAGNOSE RESEARCH DESIGNSYNTHESIS PROTOTYPE

How we describe design at Barnardo’s

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How design will actually happen

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2.3mvulnerable children

Children’s Commissioner

£4,800per child per year

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Adapt or die

Product managersDelivery managersService designersData architectsData visualisersBack end developersContent designersGraphic designers

Humble assumptionsWe need you (now)

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On being humanAudree Fletcher / @avfletcherJason Caplin / @xcaplin#futurebarnardos