Session 3: What does user centred service design look for small to medium sized organisations?

Something about capturing the story here? Can’t remember the peaks if you don’t also have the troughs. Also easier to tell the story to others rather than falling into trap of retrospective coherence.

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Success can be indirect. Can be when people you work with succeed. Can also be a long game.

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Compassion circles - go around in a circle and tell someone what you really appreciate about them. (It’s a bit cringy - but sets a nice tone, especially for remote/distributed work)

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Having a feedback loop is important. Example of a ‘You are awesome’ slack channel which is public to all.

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Where and how and when you celebrate success is really important. Example of celebration taking place whilst someone was frantically stopping thing being celebrated imploding last minute.

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Someone saying that we shouldn’t celebrate when it’s a core part of the job. But overcoming barriers or unforeseen challenges do merit celebration and recognition.

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Making engagement sustainable. People just turning up can be a success. They can be very busy doing their day job.

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Can be difficult to communicate nuance with difficult challenges. “Why did it take six months to do this small thing?” “Because we learned loads todo that small change right”

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Some people encourage failure. But better to celebrate the learning.

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As a colleague or manager, you can start small to help build this culture.

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Our org has been trying to help people celebrate. Changed a bit since we all used to be remote. Can be harder online to do that.

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Session 2: How to celebrate success (the big & small) to encourage engagement.

CDPS could potentially play a broker role because they are pan-Wales. Can help connect people/orgs thinking about or doing similar things.

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What if we unbundled funding from the pipeline? Would that make it easier to collaborate?

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Local Gov digital pipeline - is this the sort of thing we’re talking about? Possibly? But many not sure if they could be part of it? Do I qualify?

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Danger of conversations/collaboration happening at high levels, perhaps missing out on some key challenges. Wouldn’t this be better if it was happening closer to service delivery?

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