OWL REPORT

ambeth ell-being

ptimal

O W L

Our OWL screening tool will guide you to the Optimal Well-being in Lambeth

Team

SAM Product Designer

Skills: Project Management Ideation & Design

Abstract

Acknowledgement

The following report showcases the process our team worked on for the Collaborative Unit course regarding the brief presented

by Lambeth Adult Social Care and Age UK Lambeth, using Service Design tools and methodologies to support the voluntary community sector organizations to better integrate with each other and local government.

We would like to thank Lambeth Adult Social Care and Age UK for allowing us to be a part of this project.

We would also like to thank Cordula Friedlander and Hena Ali who oriented us throughout the project, Guy Barton, and our Service, Experience and Design Innovation class for their feedback and support.

Introduction During this unit, we collaborated with Lambeth Adult Social Care, Age UK Lambeth, partners and members of the Brixton community, using service design tools and different methods to better understand the barriers around the currently Social Care assessment tools and exploring a more positive approach based on the abilities of the care users.

Different backgrounds, and specialities were combined for the development of this project, but we spoke a common language: Service Design.

Through a user-centered, co-creative, holistic and iterative approach and the use of the Double Diamond as our framework, we were able to reach a solution, Optimal Well-being London, ‘OWL’ a digital and analogue screening tool to access care services, which we will explore more in detail in the following pages of this document.

Content

01

Double diamond

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02 Design brief

0

03 Project methodologies

0

03.

1

03.

/ Discover phase Research Mapping Interview Focus group In-depth interview with Age UK Key insights

2

/ Define phase 01 13 15 17 19 24

Journey map synthesis Persona Empathy map Stakeholder Research question

26 29 31 33 35

03.

3

03.

/ Deliver phase

/ Develop phase Ideation workshop Benchmark Idea generation Paper prototype Prototype iteration

4

37 39 41 43 47

Final outcome Storyboard Service blueprint Business model canvas SWOT

51 59 61 63 65

04 Conclusion

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05 Bibliography

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/ Double Diamond

1

/ Design brief “A strengths-based approach screening tool to seize the opportunity to build closer links with the Lambeth community and voluntary sector, reducing demand on ASC and supporting a more preventative approach‌â€?

1 Discover We conducted research activities using different methods of data collection at the initial phase of the design process that helped us identify client and customer problems and needs, research experience gaps in the existing services Adult Social Care and Age UK’s services and to collect ideas on the way people interact in Brixton.

DESK RESEARCH / Brixton

/ Preparatory research

Brixton is a district of south London, England, within the London Borough of Lambeth, an eclectic and mildly chaotic south London area.

It is a multi-ethnic community, with a large percentage of its population of Caribbean descent, with residents also hailing from as far afield as Africa, Southern Asia, South America and continental Europe.

We did some preparatory research about the context, prior to starting the actual research on Adult Social Care.

In the early 1980s, Brixton was regarded by some as a run-down no-go zone. Fast-forward three decades and it’s now one of London’s most popular go-to areas.

02

CHARITIES IN BRIXTION

SOCIAL CARE IN BRIXTON

04

We collected and synthesized the existing information available on the work of Adult Social care, Age UK, and other charities and organizations.

/ Lambeth Adult Social Care Lambeth Adult Social Care (ASC) is an entity powered by the Lambeth Council, that provides care services for elderly who may need social care after an accident or severe illness, as they become frailer with age, or as a young disabled person leaving home.

Social care is closely linked with NHS services and a hospital or GP can refer the elderly to social care services.

Social care is means tested so elders may pay for some or all their social care costs. depending on their income and savings.

/ What is Social Care Some people need extra care or support, practical or emotional, to lead an active life and do the everyday things.

Social care is not day-to-day medical care at home or palliative care, which is nursing care.

/ Adult Social Care Approach Adult Social Care’s overall approach is to help people stay in their own homes and be as independent as possible.

Of course sometimes people do need to move into a care home or hospice. If they may need social care after a hospital stay, they may get up to six weeks of re-ablement support at home to help them back to independent living, depending on their income and savings.

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getting out of bed

/ Social Care Arrangements

washing

getting to work

If an elderly person thinks they might need social care, they first contact Lambeth Adult Social Care’s Call Centre. A social worker or an assessor will speak to them on the telephone to discuss their care and support needs. If they struggle to make decisions about their care and support, the social worker or assessor may also complete a mental capacity assessment.

Elderly people

Contact ASC

Social worker/assessor

If the elderly person would benefit from an assessment the social worker or assessor will discuss their resources and needs and then advise on any care and support planning. This will take into account any current personal support network (friends, family or neighbours etc.). They may also suggest alternative ways to meet their care and support needs.

dressing

cooking meals

Caring for families

Mental capacity assessment

eating

Seeing friends

Being part of the community

/ Care and Support ‘Care and support’ is the term used to describe the help some adults need to live as well as possible with any illness or disability they may have. It may include help with things like:

getting out of bed

washing

getting to work

dressing

cooking meals

Caring for families

eating

Seeing friends

Being part of the community

08

/ Care Act In April 2015, care and support in England was changed for the better. The Care Act made care and support more consistent across the country. All councils are legally required to meet a national minimum level of care and support needs and will use this and any further needs they decide to meet locally to assess what help they can give people.

The changes are designed to put people in control of the help they receive.

Any decisions about care and support will now consider the person’s well-being and what is important to them and their family, so they can stay healthy and remain independent for longer.

It might also include emotional support at a time of difficulty and stress, helping people who are caring for an adult family member or friend.

FIELD RESEARCH / Observation We did some observatory research, to understand what happens in Brixton. We went to ‘We are 336’, a charity providing accessible and affordable office space to the community of disability, older people’s and carers’ charities which deliver a wide range of much needed front-line services in Lambeth.

During that visit, we were able to interview workers from Age UK who provided us with information of the work they do in the community, and referred us to other local charities such as Vida’s.

While at Vida’s, we were also able to observe the friendly and inviting environment for the elderly people, and the different activities they engage in.

10

/ Age UK Lambeth Age UK Lambeth is a local independent charity, providing support services across the borough with over 70 years of experience.

They offer free, confidential and expert advice through their information service, among the different options to care, but for the purpose of this report, we will focus on SAIL and My Social.

12

MyHome

Information & Advice

Trusted traders

Helps people discover friendships, connect with their community, and do things that make them happy.

Handyfix

ILCP

Befreinding

Vida’s

Community Development

Food care

Volunteering

Shopping service

Helps elderly people access the support they need, connect them with local services and help them maintain their independence, safety and well-being.

MAPPING We conducted desktop research and field research to explore Brixton, the specific assigned area for this project, and understand facilities does the Brixton offer, and what people in the area are doing to help the elderly.

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Contextual Interview We conducted interviews with Brixton locals because we wanted to understand if they knew about volunteering opportunities in their communities, and we wanted to know their level of engagement to social causes and charities.

“ I don’t volunteer, which is a shame. I live here, but I never find out if there are any volunteering services around the area… I mean, if I see a homeless person I would help them”

“ Taking care of My baby is my volunteering…”

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“I come here to be around people and learn how to use the computer”

“I am their teacher, they come here to learn new skills and to meet new people… check all the activities here: www.mysocial.london”

In-depth interview with elderly people We conducted an interview with Age UK members to test our initial idea, we prepared a paper prototype. / Insights :

/ Main challenge :

Elderly people don’t like digital platforms.

They did not want to play with us, but were more keen in sharing their own interests and stories.

Creating an engaging and easy-to-use platform so that elderly people feel comfortable using it.

18

2O

In-depth interview with S.A.I.L / Insights -Assessment is the responsibility of Adult social care (not Age UK).

-They are trying to do a digital version of the Rickter scale tool that could speed up the process.

-Main referral channels: GPs and hospital.

Family members also seek help from Adult Social Care and Age UK. -Referrals: SAIL receives 150 referrals on average per month.

-After they receive the referral, they will conduct an initial conversation with the elderly people with a tool.

-It is necessary for the elderly people to do the screening tool test regularly so that the staff can view the trend of their situation.

-They have no volunteers at the moment. Not cost-effective. It takes time and effort to train and recruit volunteers.

-Cost of service: At first, SAIL is not able to tell the elderly how much the service will cost.

-They do some financial assessment and tell the elderly people, which part will be free, which part they may fund themselves.

-Other charities and organizations are not on the same page than Adult Social Care and Age UK. -Networking: They work with a lot of parties to help people finding the most suitable service.

/ Rickter Scale The Rickter scale is utilized by S.A.I.L which helps staff to identify and assess what kind of help that the elderly may need.

The Rickter Scale is a hand-held board that engages and motivates individuals to take ownership of their situation by exploring possibilities through a carefully structured dialogue. The process is a combination of motivational assessment, evaluation and action planning.

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Elderly people

Adult Social Care

Elderly people are confused and do not know where they could go to get support from the very beginning.

Adult Social Care is in pressure of funding.

However, people are consuming their resources and it is unnecesary sometimes.

Elderly people have no idea how long they need to wait because of the messy process:

The whole system is not on one universal platform which causes some redundant works (double assessment) and the waste of time.

- lack of communication - not streamlined - not seamless

Elderly people do not like and do not feel comfortable with digital (computer and mobile) platform.

Adult Social Care wants a digital platform to reduce the running cost.

A lot of elderly have no idea that they need to pay for the service. When they find out, they drop out the process.

The service in Adult Social Care is not free.

Adult Social Care spends time and resources assessing the elderly. However, most of the elderly do not want to pay for the service.

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Main insights & Pain points

Current Adult Social Care assessment tools focus on what people cannot do.

Redundant process and waste of resources (ASC & Age UK).

Budget cut and funding pressure.

“More elderly people are calling ASC and they do not have enough staff to take the calls...”

Confusion for the elderly: support and knowledge of cost.

Social isolation and loneliness has negative effects on people.

“We need support with the screening tool which is more like a signpost as a first touch-point for the elderly people...”

Adult Social Care, 2018

2 Define We synthesized the collected data from the previous stage to define opportunities and determine the topic of our solution.

We came out with a research question at the end of this phase which helped us frame out design proposal.

Current User Journey After we visualized the current user journey, we found four main insights from it: 1. Group 1 represents the most challenges in the current service system for Adult Social Care.

2. The current journey route is confusing and random, which causes consumption of unnecessary resources

Group 1

Age uk

Got a problem

Call or visit

Adult social care

Other charities

The transfer rate will be not impacted

Group 2 Don’t think i have problem

No action

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3. Lack of communication between different parties. The whole process tends to take a long time and is not able to predict waiting times.

4. Group 2 is out of the loop until they get a problem or condition. We should think about how to reduce the transfer rate by preventing in the first place.

Age uk

Adult social care

Other charities

Further assessment& communication

Get service

Ideal User Journey We think the ideal user journey should be like: 1. A streamlined and linear process represents less confusion for elderly people.

2. A universal, collaborative platform to boost the efficiency and reduce the running costs

Share information for further assessment

Group 1

Got a problem

Screening tool

Less and less people transfer to Group 1

Group 2 Don’t think i have problem

No action

Guide the group 2 as experienced person

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3. Loop group 2 in the whole process by leveraging the experience of Group 1, and lower the transfer rate to Group 1 and fundamentally relieve the pressure for Adult social care.

Age uk

Adult social care

Further assessment& communication

Get service

Ambassador

Other charities

”

“ I don’t feel confident to move around using public transportation most of the time.

I stay at home, and I feel lonely...”

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I don’t feel confident to move around using public transportation and I feel lonely.

I like going outside to feel the sunshine when it’s not raining.

I do not like to go outside when it’s too cold

I like listening to classical music when I do chores.

I like to read books I like to meet with friends and family

I like to hear the birds chirping when I wake up.

I like to watch TV

I watch BBC news every morning.

I enjoying smelling the foods I cook

I stay in touch with my family over the phone.

I enjoying the smell of nature

I like cooking, dancing and walking.

I am able to do some basic chores.

I like to stay healthy by being active I sleep 7 hours a day and take power naps in the afternoon.

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Empathy Map

Stakeholders After we defined the persona, we identified and clustered possible stakeholders.

This will help us have a holistic understanding of the whole service, which will enable us to come up a solution that suits every stakeholders interests as well.

By analysing the map, we have a clear picture of the complexity of the relationships between all the stakeholders.

We also identified 3 areas to empower a strength-based screening tool in terms of personal skills, social networks and facilities.

Susan

t

G

E

i m m e dia

O the

ir te c

r c h a riti e s

Adult social care

cl

Ag

n ’s

e

s

S

cis

A&

sa

er

ma

P

eU

K

Phar un

V

u ol

nt

e

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Singing

Others

Dancing

Personal skills Teaching Music

Cooking

Reading

Families

Friends

Others

Social networks Community

workmates

Neighbour

Sail

Vida’s

Others

Facilities Library

Old movie club Dancing club

/ HOW MIGHT WE QUESTION

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HMW SIGNPOST THE ELDERLY PEOPLE TO GET THE RIGHT SERVICE AT THE FIRST TOUCH POINT AND FULLY LEVERAGE THEIR OWN STRENGTHS TO KEEP THEIR WELL-BEING?

3 Develop After defining our HMW question, we had an in-depth interview with Brodie and Graham from ASC and Age UK to figure out our main area of focus. Based on the information that they provided, we got new ideas on our design proposal.

After we completed our paper prototype, we got useful feedback by testing it with our colleagues and target users, which contributed to our final design.

Ideation workshop After we identified the persona and HMW question, we had very clear insights and pain points encompassing our target group.

We started to think about the whole service landscape. Considering our target group are elderly people, we ended up with two Solutions: One is a digital platform and the other one is semi-digital.

We also listed the Pros and Cons of each solution.

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Benchmark After we defined our main direction, we did some benchmarking research to understand the current competitive landscape.

We found there is a good reference from the Lewisham Council, which we used as a point of reference: 1: Six categories : home and living, food and drink, community, keeping well, caring, feeling safe.

2: Within each category, there are no more than 5 questions to identify the needs of the elderly. Some categories only have one question, which is quite easy and simple.

3: Each question has its own score weight, and when the total score reaches a certain number, for example, 10, it means a person might be eligible to get a full assessment from the council.

The web gave us a good reference of how to form our question.

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Service structure In our service concept, we offer two different channels with the same content.

One is a digital website, the other one is a semi-digital proposal which contains a paper with 12 questions and it could be scanned to a digital format. On it, we defined two key parts to identify the strengths and living challenges or condition of elderly people.

On the website, elderly people can follow the instructions to finish the two-parts test. Once they finish, they will be given a score that shows their condition and they are advised on the service, the cost, and place that they should go. Finally, they could be matched by the system with other elderly who has the same interests or skills based on their location.

Also, a volunteer will be assigned to coordinate the activities, with other paired-up elderly people. This is to foster a sense of community and the elderly people can communicate with the volunteer, and can meet other people with similar interests through the volunteer itself.

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Paper prototype In order to quickly validate our idea at the early stage, we iteratively sketched prototypes to understand the features, feasibility and work flow of our solution.

We came up with a conversational approach instead of using a questionnaire, to make it more engaging and fun for the elderly.

We wanted the user to feel like they are talking with a real-life person that will guide them step by step to go through the whole process to avoid confusion.

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Conversational Approach

Explore the users’ strengths

Analogue Paper questionnaire

Initial prototype After developing a quick paper prototype, we visualized our concept digitally to make it more tangible. We obtained useful feedback from our tutors: 1: The orange colour is too strong, and the chat bubbles colours between the OWL specialist and the user should be different to avoid confusion.

2. In the printed paper questionnaire, it’s better to change the contact information. Replace the phone number to an email address.

3. Think of how to make the questions and headline more interesting and engaging.

We adjusted our ideas accordingly and added more details for the user test, which will be shown in the following pages.

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Idea testing / Feedback from classmates Wenxiu :

Tibby :

Separate the 2 screening parts (Living problem and Strength-based test) Give a description of the 6 bubbles shown. (For instance, when the mouse rolls over the icon, show a dark mask with description.)

Give flexibility to the elderly people in the matching sector.

Use proper wording and sentence structure.

For the people who have a certain needs: they may not need to go through the whole process

48

50

/ Feedback from elderly people -Overall it’s really easy to understand.

-I like the cartoon style design, it is very cute.

-It’s very useful.

-Remembering the password is quite challenging for me, and the content as it is right now, is not easy to read. There should be more contrast.

-I like the digital card game more than the analogue version. I feel the analogue one is childish.

-The 12 question paper is very easy to understand, but in the results part, the two arrows are pointing in the same direction, which is confusing.

Maybe you can use words to describe it better.

4 Deliver After we got some valuable feedback from our classmates and target users, we modified our design for a better user experience. We also slightly adjusted the structure of the content on the website to make the navigation flow more coherent. To understand the value our service will give to potential clients, we developed a Blue print, a SWOT analysis, and a Business Canvas Model.

Final prototype After the prototype iteration, we finalized our concept. We have a digital strength-based screening tool, meanwhile, we also offer an analogue version for those who are not comfortable to use digital platforms.

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User interface /Register and log in

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/Chatting board:

In order to make our service more engaging, we use a guided and conversational form to give the user a more participatory feeling.

/Score history:

The user will do more than one test periodically. We will generate a trend chart for the user so they can understand their condition better.

/Feedback:

We collect data from all parties in one platform, including the service cost, waiting time, and whether a person may be a qualified ambassador, etc.

Key features of our service

Personal Skill

Facilities

Frequency

Social Network

Transportation

Motivation

This card helps us explore Susan’s personal skills, facilities around her, the frequency of her activities, her social networks, transportation, as well as her motivation level. By knowing all her strengths, we are able to know how to offer the right service for her by leveraging her own strengths.

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We let the users choose the option where they need support to narrow down the exploring scope, and then prioritize the selected bubbles to help us understand the level of their needs.

I can dress myself

After the user opens the bubbles, we show relevant activities. We guide the user to choose the option they feel they can achieve rather than the one they can not, with the aim of understanding their capabilities in a more positive perspective.

Key features of our service

/ Clear feedback :

/ Using volunteer ‘s help efficiently :

At the end of the test we give users very clear and detailed results including the assessment score and their well-being plan.

The volunteer service is free, but it takes charities a long time to recruit and train them, which also represents an operating cost.

In order to collaborate with the volunteer efficiently, we will assign a volunteer to manage a small group of people, instead of assigning them individually. The group of people the volunteer has been assigned, all have the same hobbies, which should be easier for the volunteer to manage.

We pair up elderly people with others based on interests and location, so that they can motivate each other to join the activities and to help each other.

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/ Universal platform In ‘My well-being’ window, the user can see their feedback. They can also review all the information for their whole process.

This is a universal platform, so the information of each involved will be displayed here. So the user will know the service cost and how long they may need to wait.

If an elderly person is a qualified ambassador, they will get a crown badge on their profile picture. They can review their privilege in their profile. As ambassadors, they will be responsible to promote council and charity activities in their social network.

Storyboard The storyboards are our method to present our prototype and service concept. By visualizing user activities, the following graph indicates the entire process of our service.

This is a practical way to understand how users integrate with our service on different channels and stages of the service.

Susan does not feel confident about her mobility. She usually stays at home, which makes her feel lonely sometimes.

One day, one of her friends told her about an organization that offers many interesting activities. And through chatting online with the organization, she would get suggestions of which activities are suitable for her. And they would also inform her if she needs special care services.

H

She got suggested to join a dancing club, but OWL also recommended her to pair up with Daniel who also like dancing.

One hour later, a volunteer called to let her know he was going to assist her and if she would like hi to accompany her to go the dancing club.

Su

Three days later, she was told she was qualified to be an OWL ambassador.

She was so happy and felt she could add value to OWL’s activities.

N o in

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out an ing e with stions And s

Her friend helped her to register the web.

et her f she the

Susan enjoyed her time in the dancing club.

dd value

Now she really likes being social and going outside, and help people with their wellbeing

Since it is really simple, Susan finished the chatting with the OWL assistant in 5 minutes.

Thanks to this, Susan made a very good friend.

Service blueprint The service blueprint is a practical service design tool, which illustrates each individual approach in the details during the service delivery. We used the method to integrate the service through various channels, it also includes the users, front stage, and backstage activities. It helped us design each stage for different channels more effectively.

We tried to avoid any disconnection or confusion during user journey. We also listed down the resources needed for backstage and system support to present our service with a complete network.

62 Awareness

Touchpoint

Customer Action

GP Referral Pharmacist Leaflet Newpapers Community ASC Age UK SMS Social Media

Listen Read Browse

Join

Think

ASC Age UK

Paper sheet questionaires

Computer Mobile Phone Tablet

Computer Mobile Phone Tablet

Fill out the questionaires alone or with GP, staff.

Hand it to Age UK or ASC

They are informed of the right care services and join it.

They do regular check-ups to confirm/modify the right care plan

Fill out the questionaire and get feedback and join the service

Return to platform for a check-up on their care plan

Create user Register online “This sounds interesting.”

Continue

Paper sheet questionaires

Send by post.

LINE OF INTERACTION

Use

“It is very easy to understand...”

“It is much easier than I thought...”

“I am enjoying ...”

Incident Online platform phone Face to face with Age UK or ASC staff

Elder thinks they got the wrong service Elder does not get along with peers Elder does not get along with volunteer “They let m down. I don’t think I am getting the right care service...”

Exit Age UK ASC

Stop using the service because they no longer need it “I am feeling better...”

Feeling

Curious

Curious and Happy

Stakeholders

GP, Hospital, ASC

ASC, Volunteers

ASC Age UK Volunteers

ASC Age UK

ASC Age UK

ASC Age UK

Stakeholders action

Promote service

Support elderly people to register

Following assessment

Analyse data and comparison

Clarify confusion

Follow up

Give support, Provide detailed assessment

Send e-mails/ SMS to check on the elderly people.

Frontstage Contact

Brief introduction of the tool to people who need it

(Employee actions) LINE OF VISIBILITY

Backstage Contact

(Employee actions) LINE OF INTERNAL INTERACTION

Support processes

Staff identify the right place for the paper screening tool.

Support registration Registration video Instructions of platform Receive forms Review form Scan it and Analize information

Preparing the digital platform featrues Identify volunteers and possible charities to collaborate

Pleased

Chat instructions to fill-out information Sends confirmation of the right care option and cost.

Analyse data and pair up with other peers

Inform volunteers of a new opportunity to collaborate

Delighted

Staff explains the progress and needs & expectations Support the check up process Constant revisions of the progress and needs.

Asigns a volunteer

Worried Frustrated Confused

Investigate the issues and possible solutions

Get help from community and Ambassadors to help alleviate the main issue

Pleased Stronger

Program bi-monthly e-mails and SMS

Ambassadors & volunteers do constant check-ups on elderly people

Business Model Canvas In term of service design methodology, we used a ‘Business Model Canvas’ to understand the influence of various options the customer experiences as well as the business impact (Stickdorn, et al., 2018). This canvas helped us not only to consider the value of service design, but also to think about the financial element of the service, to estimate the potential profitability of the business model.

ASC Age UK NHS GP Library

Key Partners

Contributing cost of screening tool Implement cost Training cost Domain cost Advertisement

Cost Structure

Principle of screening question

Rickter scale

Key Resources

Answer the question based on what clients are able to do.

Conversation with chat bot to analyse the personal data.

Key Activities

Accurate result, enable to get the right service with the right organisation.

Strength based question.

Personalised analysis data.

Value Preposition

Elderly people (who need a support) ASC GP Age UK Relative of elderly people

Customer Segment

Funding from council

Revenue

ASC website Age UK NHS > GP Library OWL website Paper sheet which contains 12 question (optional)

Channel

Be participated in the social activities based on users’ interests.

Face-to-face service after finish screening tool.

Customer Relationship

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SWOT Analysis We created a SWOT analysis to assess the strengths, weaknesses, opportunities and threats of our solution. It also helped us see our service in terms of business, to consider the internal and external factors of the project to see where we can place OWL in the market.

The SWOT analysis helped us to identify challenges, reveal opportunities, and clarify the reasons for pursuing our goal.

S

Strengths

Accurate result for clients.

Positive experience for elderly people.

Low-cost of contribution because it is a semi-digital solution.

Easy to understand.

Engaging-fun user interface.

Digital and analog in combination to satisfy different needs.

Helps streamline the screening process effectively and time-resource efficiency.

Engages community to help people, and it generates awareness on how to address issues related to age for elderly and volunteers.

W

Weaknesses

Man-hours, time-consuming (but lower than the current system).

Adult Social Care doesn’t have enough budget, marketing promotion might be a barrier.

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O

Opportunities

Few competitors (semi-digital platform).

One platform to trigger more parties working collaboratively to speed up whole process.

One universal platform to give more clarity of the whole process.

Be able to predict the waiting time.

T

Threats

Elderly patients may not like/use the digital version Other competitors entering the field to compete directly Data protection Different parties have different interests. It might be difficult to engage them to one platform All interested parties may not use the new process, going back to the old unstructured process, spending more time and resources

Conclusion / Project Our objective for the Collaborative Unit project and our project named Optimal Wellbeing Lambeth, “OWL” is to create a strengths-based screening tool for Adult Social Care (ASC), to help identify their client’s needs at the very early stage of the process, and also to support people who are living in the Lambeth borough, especially the elderly people. OWL creates value by potentially impacting Adult Social Care’s cost, communication and streamlining their current process, and it also helps elderly people save time, obtain relevant information, regarding the most adequate care option for them, costs, and local activities based on their interests for their overall well-being. The solution we proposed, includes a computerbased, digital version that allows the people to interact in an engaging, fun and easy way with the screening tool.

The solution also includes an analogue version for people who are not familiar with the digital system, but need to be screened for care services. Furthermore, for people who are already a part of the ASC, service system, have the possibility to become ambassadors of the service and contact people who might need help or are interested in being part of the community. OWL is a holistic system to sustainably support vulnerable elderly people in Lambeth, and in a preventative way, to help the elderly people to be more active and engage in activities they may be interested in the Lambeth community.

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/ Collaborative process Internally, the design process of the project, was based on the Design Council’s Double Diamond, agile management was also included.

We had several meetings along the process with the main stakeholders, tutors, classmates and possible users to make sure that we were on the right track. Throughout the development of the project, we also did brainstorming sessions to address our challenges, and we also had to iterate many times, and dealt with the uncertainty of any incidents both internal and external factors. We welcomed and respected the different ideas proposed by our team members and improved our overall communication skills through listening, conversation and also using visualisation skills to get a better understanding of each member’s strengths for the project.

Bibliography / Books Kalbach, J., 2016. Mapping Experiences. Canada: O’Reilly Media.

Kumar, V., 2013. 101 Design Methods. Hoboken, NJ: John Wiley & Sons, Inc. Polaine, A., Lovlie, L., and Reason, B. 2013. Service Design from Insight to Implementation.

Brooklyn, NY: Rosenfeld Media.

Reason, B., Løvlie, L. and Flu, M. (2016). Service design for business. Hoboken, N.J: John Wiley & Sons, Inc. Stickdorn, M., Schneider, J., 2011. This is Service Design Thinking. Hoboken, NJ: John Wiley & Sons, Inc. Stickdorn, M., Lawrence, A., Hormes. A., 2016.

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MA Service Experience Design and Innovation Collaborative Uint March 2018