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Using Experience Based Design to innovate and transform community maternity services; a fresh approach
Clare Luby: Community Midwifery Manager / Supervisor of Midwives Jo Davy: Head of Quality Improvement
and transform community maternity services; a fresh approach Clare - - PowerPoint PPT Presentation
and transform community maternity services; a fresh approach Clare - - PowerPoint PPT Presentation
Using Experience Based Design to innovate and transform community maternity services; a fresh approach Clare Luby: Community Midwifery Manager / Supervisor of Midwives Jo Davy: Head of Quality Improvement Drivers for change Leadership
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Leadership development
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What did we do?
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Experience Based Service Design principles
- Co-creative-users and staff
- Crosses silos
- Make it, test it, experience it
- Fail fast, iterate
- Learn by doing (talk less)
- Play seriously (more creative)
- Perfection is enemy of improvement
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Experience Based Service Design process
- Define what a good experience looks like
- Define the ‘personas’ of the people who use the
service
- Design an ideal customer journey map
- Test it, experience it, improve it
- Design the blueprint
- Plan and deliver
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Personas
Time to make your
- wn
personas!
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Maps
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Next steps
- Celebration and Feedback to attendees
Feb 17
- Service blueprint (backstage processes to
enable the experience)
- Action plans for implementation
- Measuring the improvements made
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