Human Centred Design sits across each of the 3 steps we take you through to increase the success rate of your programmes.

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Step 1: Identify ‘Black Box’ Metrics

Identify the hidden unmeasured metrics that drive success and value for money

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Workshops with staff, volunteers, clients

  • We use Theory of Change, Customer Journey Mapping and Process Diagrams to highlight your hidden metrics

  • Frontline staff typically have more expertise than they realise so we involve them in the process of identifying hidden metrics

  • Our plain-english workshops put staff at all levels on a level playing field where they are free to share their insights and observations about what makes your work, work.

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Primary Research with each set of stakeholders

  • Stakeholder Mapping

  • Focus Groups

  • Interviews

  • Surveys


Outcome Frameworks that demonstrate change

  • Theory of Change development

  • Creating logic models

  • Agreeing short, medium and long-term outcomes

  • Identifying the barriers to impact being achieved and creating a strategy that overcomes them

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Step 2: Data Collection Processes Systems Culture

Supporting the transition from strategic thinking to operational implementation

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Identifying Indicators which illustrate impact

  • Setting quantitative numerical metrics, e.g. people rehomed or money saved

  • Creating qualitative scales which enable Distance Travelled to be calculated

  • Deciding a frequency at which each indicator should be collected

  • Building a bank of indicators and setting the terms for which indicators are relevant in each scenario

  • Definitions and criteria for each indicator and threshold

  • Identifying sensitivities to be aware of when collecting certain pieces of data

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Designing mutually enjoyable data collection experiences

  • Data collection does not need to be dull

  • We can redesign your onboarding assessments so that they continue to capture the essential information whilst feeling relevant and insightful for the person providing their information

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Technical Guidance on collecting & storing data

  • Data flow and process diagrams

  • Identifying and designing appropriate data collection systems

  • Integrating data from multiple sources into local and global-level dashboards

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Embedding feedback loops

  • Create a culture of iteration

  • Internal comms campaigns to show the value of feedback loops

  • Training sessions which show the benefit of a ‘fail fast’ iterative approach

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Step 3: Reporting, Insight and Innovation

Find the meaning in the data which acts as an early warning system or a driver of user-focused innovation


Innovation & Service Design

  • Workshops to unearth insights from your data

  • Human Centred Design methods to rapidly prototype new solutions

  • Apply to Service Design to reshape the way beneficiaries engage with you

  • Apply to Marketing to change the way your audiences think about you

Talk to us for a no-obligation conversation around your current challenges