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Design thinking / Co-design –
What happens when citizens decide?
Professor Mark Evans
Director, Australia-New Zealand School of Government, The Institute for Governance
and Policy Analysis
Dr Nina Terrey
Partner, ThinkPlace
Adjunct Associate Professor, The Institute for Governance and Policy Analysis
What is co-design?
1. Co-Design captures a process of research and
professional reflection that supports inclusive
problem-solving or stabilization in policy
development, and service design.
2. It places the citizen/stakeholder at the centre of an
intentional process of collaborative learning.
3. It draws on ways of working that are commonplace
both in the design of objects and products and in
community-driven development.
4. Formulating policy through understanding the lives
of others & sharing power.
Design thinking/Co-Design
as a movement
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UK Design Council (established in 1944)
UK Cabinet Office Design Centre
APS 200 Public Sector Innovation Project
APSC’s Centre for Excellence in Public Sector Design
SA’s Integrated Design Commission
Ministry of Technology and MindLab in Denmark
Ash Center for Democratic Governance and Innovation, Harvard University
NZ Centre for Social Innovation
ANAO’s Better Practice Guide on Innovation in the Public Sector
Involve (UK)
The Big Innovation Centre (UK)
The Publin Project funded by the European Union’s 5th Framework Project
The Public Policy Lab in US
Design for Europe
Human Experience Lab, Public Service Division, Singapore
Co-Design involves…
Should we do anything about the problem?
• Enrolling citizens,
public policy makers,
other people involved in
the policy making
process into the codesign method
• Scope and define the
problem intent and
identify the change
objective to be produced
Co-Design involves…
Why pay attention?
• Co-discover the problem
and desirable experiences
• Few cases
• Not representative rather
illustrative of a range of
experiences
• Empower citizens and
people to tell/show their
story
• Establish conditions for
citizens to feel safe
• Insight driven with
visualisations
Touch points
with the system
No one experiences the whole system:
we experience pathways through it
Dr Richard Buchanan, “Managing as Designing” 2004
Co-Design involves…
Can we do anything about the problem?
• Co-create possibilities
• Concerned with what ‘ought to be’
• Prototype, iterate and refine
• In situ, context based
• Ability to zoom between whole system
understanding and deep empathy for the
individual and what they need
Co-Design involves…
Will it work here?
• User test in small numbers, in situ (in
homes, everyday contexts)
• Evolve the prototypes, or ideas through
collaborative processes
Going back
and forth…
• Evidence base builds through real
everyday people interacting with
possibilities
Understand
variations as we
user test
Co-Design involves…
Example Techniques
• Observations
• Shadowing the everyday
• In-situ interviewing
• Collaborative workshops
• Field work
• Field shops
Example Outputs
• User Journeys or Pathways
• Interaction Maps
• Insight maps
• Personas
• Blueprints
• Paper prototypes
• Other forms of prototypes
• Service walkthroughs
What conditions are necessary?
1. Require support of political or senior elite
2. Collective recognition of the complexity of the issue
3. Appetite to try something new or to get a different
answer to a complex issue
4. Appetite for collaboration (and may not know how)
5. Access to skills and expertise in design methods
What does co-design
bring policy makers?
Encourages and
enables people to
involved in policy to
engage with each other
- cross ministerial, cross
agency teams reflecting
complexity of policy is
cross boundaries1
Shift from perceptions of
the needs of citizens, to
an understanding of the
desires of citizens by
collaborating and
empowering citizens
in the process
Identifying and
valuing useful
evidence to achieve
policy outcomes
because co-design
uncovers insights that
locate where policy will
make impact2
Empathising with
people whose lives will
be touched in one way or
another by a policy1
Reflective practice that
allows policy makers to
reflect on the problem
as it appears, and to
state it, and re-state the
problem
Uncover not only
human factors that are
important for policy
design but broader
system issues
References
1 Junginger, S ‘Towards Policy Making as Designing’ 2014
2 Christiansen and Blunt ‘Innovating Public Policy’ 2014
Policy applications of Co-Design
POLICY FORMING
POLICY EXPERIMENTATION
POLICY IMPLEMENTATION &
EVALUATION
[1]
Focus on outcomes and not
solutions
[1]
Focus on possibilities
[1]
Focus on viability
[2]
Exploration and deep empathy
with how the ‘system’ works now
[small=N]
[2]
Rapid and iterative prototyping
of many solutions
[2]
Scalable implementation (might
start small)
[3]
Empowering citizens to codiscovery with policy makers the
aspects of citizen experience
that need to change
[3]
Co-design possibilities with a
strong emphasis on prototyping
in situ
[3]
Co-create desired interactions
of the policy (system touch
points)
[4]
Uncover the desirable outcomes
– from all actors in the system
[4]
Collaborative learning about
what works and not
[4]
Collective buy-in and support
Case Study
Improving Services
with Families
Understanding the journey of families through the service system.
Approach
“In this policy space, a ‘co-design’
methodology with service users based
on an action learning approach is more
likely to be effective than a traditional
policy making process”
CO-DESIGN PHASES
POLICY
[RE]FORMING
Endorse Strategy
Initiate
“What is the
unique and
powerful
strategic
opportunity?”
“What do we need
to make to realise
the strategic
opportunity?”
POLICY
EXPERIMENTING
Endorse Scale
Second Phase: Co-design
and prototype service
changes
First phase: Listen and codesign possibilities of change
Third Phase: Codesign and service
scaling
“How do we
scale?”
POLICY SCALING
Phase 1: Listening to families
The policy recognition is that…
a group of individuals and families experience
perpetual cycles of disadvantage
The policy issue was to…
address how to improve responses for
individuals and families that cannot, or choose
not to, access the support they require to meet
their full range of needs and to mitigate against
any adverse outcomes
Approach
Co-design
The process where the development of policies
and services is a collaborative effort between
policy makers, service system and service users
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Recognising the everyday life
Developing future scenarios
Collaborating across fields
Prototyping ideas
Action learning
Recognising that solutions to problems can only
be developed inside the context in which
problems arise
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See connections between issues and events
Create a safe learning environment
Focus on the whole rather than the parts
Seek a holistic solution to the problem
Network of relations within the service
system drawing together policy people,
frontline staff, and the families enabled
by designers and sociologists
Journey maps and Insights
Understood 6 families experiences
Generating Ideas
Family
connect
Lead
case worker
Family
Information
profile
Phase 2: Improving Services with
families
Co-created prototypes concepts
from Phase 1 with public
officers and families
Developed tools to enable the
service to be prototyped to
enable action learning
Collaborated across the service
system throughout
Increased the number of
families involved
Interactive, visual tools to use by lead
workers and families
Co-Design tool: The network map
Understanding and
developing the family and
lead worker network
• Who does the family need
in their network?
• Who is not there?
• Who would be better closer
in or further away?
Periphery
Core
Joan
My network map
3 months ago
My network map today
Family Information (online) tool
Quick and dirty prototype on the
digital family information profile
Family co-created the online
tool to help them maintain their
story
Information sharing with service
providers
Developing networks
Phase 3: Scaling Strengthening
Families
• Government case to scale
• Commitment to assemble services around the needs of families –
from both the government agencies and community sector
organisations
• Recognition changing policy to change the authorising
environments for frontline workers and families can break down the
service fail points