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ER culture around learning from mistakes and not being prepared to make mistakes

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ER culture around learning from mistakes and not being prepared to make mistakes

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We could work with comms to get communications out about success stories

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We could work with comms to get communications out about success stories

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Challenge of allowing additional time to plan to use the tools & techniques of service design

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Challenge of allowing additional time to plan to use the tools & techniques of service design

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not just doing "what we've done before".

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Someone driving the network forward to keep the momentum going.

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Someone driving the network forward to keep the momentum going.

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Lack of sharing good and bad experiences

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Lack of sharing good and bad experiences

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to prevent others making the same mistakes

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Understanding from senior managers on time scales (and importance) of user research

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Understanding from senior managers on time scales (and importance) of user research

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Develop Personas and FAQs around SD approaches

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Develop Personas and FAQs around SD approaches

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not having leadership / manager buy in for service design

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not having leadership / manager buy in for service design

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due to lack of understanding or unfamiliarity with it

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Can we use the existing data we have on customers?

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Can we use the existing data we have on customers?

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fear of change (or that this might involve more work)

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Range of different approaches - what's best to use in what situation?

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Range of different approaches - what's best to use in what situation?

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Time/resources - focus on "day to day" therefore a challenge to do this.

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Time/resources - focus on "day to day" therefore a challenge to do this.

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An area for sharing the consultation outputs of SD work with certain customer groups - so it can be shared with others gathering info on these groups

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Keep our resources up to date and relevant

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Keep our resources up to date and relevant

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Access to technology and physical resources

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Access to technology and physical resources

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Covid - if customers aren't technical than hard to access

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Covid - if customers aren't technical than hard to access

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Getting the message and best practices back up to senior management so it's not just the people in the network supporting it

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Getting the message and best practices back up to senior management so it's not just the people in the network supporting it

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Having the skillset in the team to capture the data as well as analyse and use it.

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Having the skillset in the team to capture the data as well as analyse and use it.

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Not a given that everyone has these skills.

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Use the techniques in every project, major or minor

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Use the techniques in every project, major or minor

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Sharing examples of design stories and case studies

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Sharing examples of design stories and case studies

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To have the time to use the resources and add to the network

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To have the time to use the resources and add to the network

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HSCP, Environment, CCS, Education e.g. same kinds of teams within separate departments

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Network has to be active, live, develop and build

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Network has to be active, live, develop and build

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Sharing knowledge & experience with other councils

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Sharing knowledge & experience with other councils

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Lockdown restrictions can make things difficult

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Lockdown restrictions can make things difficult

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Can do attitude and learn from each other

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Can do attitude and learn from each other

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I would like to develop approaches  that are short, sharp and where the findings can be used more than once across multiple projects.

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At ERC I've been using personas, empathy mapping, pop ups for the Council Tax and Benefits project.

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Shared strategic approach to customer engagement

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Shared strategic approach to customer engagement

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How to guides all in one place

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Show and tell... this is how we did this. Sharing not just with our own team. Break down silos.

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Empower staff to recognise that change needs to happen

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Empower staff to recognise that change needs to happen

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Collaborative approach. Breaking down silos between departments. Learning from each other

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Collaborative approach. Breaking down silos between departments. Learning from each other

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The network should act as critical friend across the business

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The network should act as critical friend across the business

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posing the 'why do we do this' question and sensitively challenging

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Time, Technology and staff

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Team involved comfortable with the tech involved

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Team involved comfortable with the tech involved

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Need knowledge, skills and training to implement SD

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Need knowledge, skills and training to implement SD

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People need to start doing, learn by doing. Culture shift

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People need to start doing, learn by doing. Culture shift

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Not feeling like there's a set end goal in mind

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I am often given a fully formed product to work with, so service design has already taken place without user input that we can influence.

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Breaking down the "that's how it's always been" mentality

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Breaking down the "that's how it's always been" mentality

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Often we don't even know why

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Build on customer base and internal relationships with other departments

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Build on customer base and internal relationships with other departments

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To have a culture change that's embedded

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To have a culture change that's embedded

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Ongoing coordinator to help develop and keep our network vibrant

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Ongoing coordinator to help develop and keep our network vibrant