What is service design?

• To design according to the needs of people using and delivering the

service

• A practice which borrows methods from different professions e.g.

ethnography & market research, interaction design

• A creative process

• User-centred

• Collaborative practice

• Proven as a systematic method to answer complex practical problems

and respond to new user needs

• A way to create desire and relevance through new value propositions

Pilotlight Aim

“To deliver four pathways to self-directed support in the form of service blueprints. These pathways will

demonstrate how to tailor provision to groups of people who are less engaged with self-directed support,

providing more personalised and appropriate services and increasing the range and diversity of support

providers.”

3

Goals

4. Increased capacity of support providers to deliver a greater

variety of self-directed support and services

1. Attitudes are identified that hinder access to self-directed support and organisations are

encouraged to overcome these barriers

2. Leading thinking on designing better

services

3. Collaboratively designed and produced services and

support

Pilotlight structure

Pilotlight (Borders)

Borders Co-design Team

Design Process

We are here

Discover

Completed:Desk top research• 1 : 1 Interviews with co-design team practitioners• Workshop with Integrated Learning Disability Team• Workshop 1 with practitioner co-design team members• 1:1 Interviews with family carers• Meeting with provider user group

• 1:1 Interviews with provider user group members

Define

Completed:

• Synthesis of design research so far

• Defined key insight themes

• Workshop 3:

– Reviewed insight themes with co-design team

– Co-design team chose themes they would like to focus their work on

Pending:

• Persona development – visual and anecdotal representations of practitioner groupings

Theme 1

Assessing for risk & capacity in relation to

SDS Options

Human rights. Continuum of capacity &

risk.

Draft national guidance section 4

& 5 / local guidance &

protocols required

(Lack of) accessible information & advice

Relationship between SBC assessment

processes (SDS self-assess, CAD & PAD)

Role of relatives/primar

y carer

Fluctuating capacity & mental health

conditions / advanced statements

Supported decision making(draft guidance 9.2)

Discretion to refuse option/type of support (draft guidance p.29 & 30)

Theme 2

Enabling & managing risk &

capacity in relation to SDS

Differing perceptions of risk & risk thresholds

Relationship between SDS support planning and risk

assessment processes(reducing complexity &

duplication)

Roles of relatives /primary carer /user

support / advocacy /providers

When & how to use JIT risk

assessment & protection plan

Positive risk management

plans

SW risk & review capacity

Risk enablement panels

How to support decision making. (draft guidance

9.2)

Risk around differing means of achieving outcomes Evidencing

outcomes

Theme 3

Joint learning and development on SDS

& safeguarding

Joint accountability and information

sharing

Exploring & resolving differing perceptions of risk

SSSC SDS practice Simulation Tool Enhancement

Positive risk assessment & risk

management planning

Clarifying processes &

paperwork to be used

Training delivered by user support (Encompass)

Cross referencing SDS & adult protection training

(draft guidance 9.5)

Theme 4

Managing SDS money and safeguarding

Developing option 2 (individual service funds) & provider

systems(p.28-29 draft

guidance)

Power of attorney and Financial Guardianship

support

Designing ways to manage money for people whose

capacity fluctuates

The role of user support organisation(s)

Proportionate audit / fraud prevention

Theme 5

Personal Assistants

Recruitment / PVG, Support &

Supervision, Training, Health and Safety, Insurance, Absence

cover Developing employer capacity

Regulation, level playing

field for providers

Remit of user support organisations PA agency

development / staff register

Consequences of whistleblowing

Protection for PAs

DevelopCompleted:

• Workshop 3: Mapping successful journey to SDS for someone with dementia using Alzheimer Scotland case study

• Workshop 4:

– Reviewed draft guidance on assessment / supported decision making and direct payments / individual service funds

– Initial idea development around the Assessment and Managing Money themes

Pending:

• Further idea development around remaining theme areas

Design Tool : Mapping

Design Tool : Personas

Design Tool : Personas

Deliver

Following the successful development of service prototypes to meet the barriers identified in the ‘discover’ phase we will produce and deliver a service design blueprint for SDS and risk and capacity.

It will include:

• Detailed ‘back stage’ and ‘front stage’ processes and touchpoints to successfully implement the designs at an operational level

• Project timescales

• Budgetary constraints

• ‘How to’ guides to implement the service design by a project team

Projected Outputs

Assessing for risk and capacity in relation to the SDS options• Accessible information on SDS options• Assessing for capacity tool for frontline workers• Supported decision-making guide• Interactive visual mapping tool for individual to understand and track people and

processes in assessment

Managing Money and Safeguarding• Template and guidance for third party Direct Payments• Individual Service Fund development

Insights to Date

• Co-design and co-production take time. Building relationships

is key.

• Challenging theme for engaging meaningfully with people

who access support

• Practitioner SDS knowledge in Borders relatively advanced –

Council investment in Direct Payments, SDS & SDS

Workforce Development post

• User support organisations a significant asset

• Providers challenged by ISF development

Questions

1. How are you helping people who need support with decision making to engage with the opportunities offered by SDS?

2. What are the current barriers to developing ISF’s in your organisation for people who need support with decision making?

3. What are the solutions you are considering or implementing?