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Design Third Sector panel – Service design fringe festival 2019

DTS are excited to announce that we will be speaking at the Design Fringe Festival. The panel will be chaired by Matt Hunter.

Where are we now and where are we going? Design in the third sector panel

Service design used by a growing number of charities in different ways, from setting the foundations to delivering services. Unlike many other types of organisation, charities have the unique opportunity to use service design to put real needs first. Join our expert panel as we uncover how service design is being used in the charity sector, the impact it’s having and the direction it’s going in.

This discussion will examine the different approaches teams are taking to put the needs of people first. We’ll talk about the lessons learnt along the way, and raise the question, where are we going? The eclectic panel will each bring their own point of view and experience.

Our charity representatives will each talk through their work before having an open discussion with the chance for questions from the audience.

About the panelists

Macmillan Cancer Support: Ed Wallace, Head of Innovation , whose team currently uses Service Design to meet the unmet emotional needs of People Living with Cancer.

Shelter: Matteo Remondini, Service Designer from Shelter’s Services Product Team, who designs solutions and improve Shelter’s help services for people struggling with homelessness and housing

Mind: Claire Bradnam from Mind’s Service Design team sharing insight on co-designing services with peer designers

Girlguiding: Rebecca Birch, Service Design Lead, sharing how they’ve been slowly growing the conditions for Service Design to thrive.

Harry Trimble, Lead Service Designer at Red Cross, will talk through two services – ‘borrow a wheelchair and ’emergency response’ – describing how his organisation is using design to transform these services for people in crisis.

We hope this discussion is just the beginning of more cross charity collaboration with service design.


Harry Trimble’s update from British Red Cross

Testing our first ideas: proactive text message and community registration

Following our discovery into fires and floods, our team is testing different ideas for making more people visible in emergencies. Last week we tested our first ideas with four people living in a tower block in Cardiff similar to Grenfell tower. We also tested ideas with three first responders in Cardiff and a community centre right next to the tower.

Here’s what we tested and learned… (read more over at Harry’s blog)

An update from Matteo at Shelter

How we improved our helpline to reach more people in urgent need

The housing enquiries people come to us with vary from minor landlord disputes, to homeless families facing a night on the streets. That’s why we decided to examine how we could make sure our housing advisers help callers to our helpline who are in the most urgent need.  

This also gave us the opportunity to see how we could improve our self-help services – like our advice webpages – for users who don’t necessarily need to speak to an expert adviser. 

Identifying the problem  

Our research showed us that we were categorising ‘emergency’ situations from a legal perspective – without considering the individual situations and feelings of people who came to us for help.  

Continue reading…