rsd4 3b aguirre - fifth space case study

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  • Seeding & Spreading Design CapacityCase Study of Fifth SpaceSystemic Design Symposium [RSD4]1-3 Sept. - The Banff Center

    @inwithforward #RSD4

  • Lisa Joy TrickSenior Manager

    Sarah SchulmanDirector

    Bobae KimFrontline Social Worker

    Janey RohSenior Manager

    Wendy MooreFrontline Social Worker

    Krista McGrathHome Share Coordinator

    Manuela AguirrePhD Fellow

    5 organizations collaborating:3 social service delivery agencies, 1 social entreprise & 1 design university

    @inwithforward #RSD4

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    what unites us?

    transforming social servicesfrom safety nets into trampolines

  • CA

    US

    NL

    UK

    AU

    Homeless SMS developed at TACSI (2010-2012)

    developed at participle (2008-2010)

    CA

    #disability#homelessness#youth#addiction#family#domestic violence

    Homeless SMS

    A mixed track record:

    @inwithforward #RSD4

  • @inwithforward #RSD4

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  • But we didnt change what the system did.

    @inwithforward #RSD4

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    Shifting the feedback professionals get

    Shiftinghuman resourcing, procurement, metrics, etc.

    Shifting Fays context & conversations

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    What is the smallest increment of change that might represent that we are changing in the right direction?

    Ann Pendleton Jullian

  • @inwithforward #RSD4

    So we move here, to a social housing complex, in a suburb of Burnaby. Lived 3 months. Blend of designers, social scientists, secondies from agencies.

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    the starter project was a wayto test the partnership

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    The underutilized

    The empty pipe-liners

    The pleasers

    The positive deviants

    The divers

    early 20s

    ethnographic research-by-designInsider perspectives, Generative approaches, Operate in rich and multiple layers Real life contexts.(Birger Sevaldson 2010)

    segm

    enta

    tion

    of p

    eopl

    e

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    formal systemmark

    service deliverer

    Has been going to the same day program for 20 years.

    Im tired of making spaghei. Id really like to learn to make a roast.

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    formal systemmark

    service deliverer

    informal system

    Also feeling a bit stuck.No source of new ideas.Same thing day in, day out.

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    formal system

    service deliverers

    staffsupervisor

    markSpends his entire day with a human resourcing puzzle.How to staff, how to stay within budget.

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    formal system

    service deliverers

    serviceorganization

    policy-makers

    mark

    Innovation Director of government agencyWants to reduce service dependencies.How to make change whenyou fund the same way.

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    formal system

    service deliverers

    small businessowners

    schools, cities,community centers

    passionateindividuals

    serviceorganization

    policy-makers

    informal system

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    small businessowners

    schools, cities,community centers

    passionateindividuals

    informal system

  • Kudoz

    @inwithforward #RSD4

  • testing tweaking, reshaping....

    new tool

    value propositions

    tools

    interactionsroles

    @inwithforward #RSD4

  • @inwithforward #RSD4

    formal system

    service deliverers

    serviceorganization

    policy-makers

  • @inwithforward #RSD4*Modeled on Googles 20% Time that aimed to empower employees to use 1/5th of their FTE to work on projects (this is how Gmail got developed).

    mechanics of fifth space20% FTE for 6 months

    from 29 to 27 people

    3 social service organizations

    7 teams, 6 projects

    2 projects moving forward

    all interactions prototyped

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    what has changed from February 2015?

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    early indicatorsof change

    12 new friendships catalyzed5 small businesses offering jobs12 hacks identified 10 families asking for more

    starting to create changeat the individual level& informal system

    small businessowners

    schools, cities,community centers

    passionateindividuals

  • @inwithforward #RSD4

    early indicatorsof change

    service deliverers

    serviceorganization

    policy-makers

    a network of support to draw from in three social service agencies and policymakers will soon have a 3-day residency

    12 new friendships catalyzed5 small businesses offering jobs12 hacks identified 10 families asking for more

  • @inwithforward #RSD4

  • @inwithforward #RSD4

    ripple effects among some colleagues service

    deliverers

    serviceorganization

    policy-makers

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    when moving quickly & nimbly, weve inadvertently left people outand created pockets of resistance

  • new role

    @inwithforward #RSD4

    CEOs mobilizing resources in record time

    service deliverers

    serviceorganization

    policy-makers

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    The experience of the Fifth Space

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    recruitmentapplicationselection

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    a flat structure ofinter-agency &inter-hierarchyteam collaboratin

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    a safe space forchallenging assumptions& being creative

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    iteration #1 of 4of research tools

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    from conceptdevelopment

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    to liveprototyping

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    nTANDEM

    55

    Share on Air

    WIRE HIRE

    6 projects were live prototyped

    for 1.5 months - 2 moving forward

  • 24 participants / 2 events

    #speedfriending #fiesta4living

    12 sets of phone numbers exchanged

    2 sets of long lost friends reconnected

    4 plans to get together

    1 set considering

    homeshare

    @inwithforward #RSD4

  • @inwithforward #RSD4

    how do we scale?

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    Socia

    l Se

    rv

    ice Pro

    viders in Britis h Columbia

    curationcoaching

    curriculm

    styleskillsspace

    staffingstrategy

    structureshared values

    services

    HR employment

    finance communityconnectionsproviding

    a backboneinfrastructure

  • @inwithforward #RSD4

    Socia

    l Se

    rv

    ice Pro

    viders in Britis h Columbia

    curation, coaching, curriculm, culture, collaboration

    styleskillsspace

    staffingstrategy

    structureshared values

    services

    HR

    finance communityimprovement

    Neigh

    bo rho

    od Cente

    r in Toronto

    , Canada

    styleskillsspace

    staffingstrategy

    structureshared values

    services

    HR

    finance communityimprovement

    More s

    oc ial

    service proviers in B

    C, Canada

    styleskillsspace

    staffingstrategy

    structureshared values

    services

    HR

    finance communityimprovement

    More s

    oc ial

    service providers in Toronto

    styleskillsspace

    staffingstrategy

    structureshared values

    services

    HR

    finance communityimprovement

    people living withdevelopmental disabilitites

    people livingon the streets

    people who arelong-term unemployed

    people living inwomen shelters

    scaling in partnerships

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    3 things to remember

    What: We are trying to prototype change for people at all levels of the social system.

    How: Working from the ground-up to model new practices, live prototypingand measuring what works, what doesnt, for whom and why.

    Why? Too many top-down changemaking approaches have a huge disconnectbetween what is designed and what is actually implemented and felt bypeople on the ground. So we are working backwards: from people to interactions to services - rather than from policy, to program to people.

    *Ask us for a copy of Grounded Change

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    we are poking the system from within

    by actively prototyping new possibilities

    and scaling the fifth space mindset

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    for videos & blog posts

    www.fifthspace.ca