Module 4: Ideas Boxes

Types of tools

*Training

*Internal communication

Methodology 

Awareness raising 

Tips & Strategies

*Provide educational resources and training sessions to employees at all levels of the organization. 

*Offer workshops, or webinars. Include case studies and real-life examples to illustrate the impact of incorporating these principles. 

*Encourage employees to ask questions, share their experiences, and actively engage in the learning process.

*Utilize internal communication channels, such as email newsletters, intranet portals, or digital signage, to regularly share information and updates about universal service design. 

*Highlight success stories, best practices, and initiatives that align with the principles of inclusivity. 

*Feature employees or teams who have made significant contributions in implementing universal service design principles. 

*Encourage feedback and create spaces for employees to share their ideas, suggestions, and experiences related to accessibility and inclusivity.

Checklist

*There is an understanding in the organisation of what universal service design is. 

*There is a clear understanding on how to apply the principles of universal service design to the activities in SEDN. 

Types of tools

*Action plan with KPIs

Methodology 

Balanced Scorecard framework

Tips & Strategies

*Based on the results of prototype and testing implemented in unit 1, topic2, write a plan for implementation based on The Balanced Scorecard. This approach provides a structured approach to defining KPIs and aligning them with the overall objectives of the universal service design implementation.

*Determine the specific KPIs that will measure the progress and success of the universal service design implementation. KPIs should be measurable, relevant, and aligned with the defined objectives.

*Set realistic and achievable targets for each KPI. Targets should be specific and time-bound, providing a clear direction and measurable goals. Consider baseline data or benchmarks, industry standards, or best practices when determining appropriate targets for each KPI.

*Create action plans that outline the specific strategies, activities, and initiatives to achieve the defined objectives and targets.

*Engage representatives of the community in your planning. 

Checklist

*The action plan is short, consisting of clear and measurable KPIs, goals and activities. 

*The plan is anchored with local partners and community representatives. 

Types of tools

*Partnership agreements

*Joint programs 

Methodology 

Collaborative approach 

Tips & Strategies

*Collaborate with local organizations. Leverage their expertise, resources, and networks to enhance the impact and reach of the services. 

*Establish formal partnership agreements or memorandums of understanding with local partners. These agreements outline the roles, responsibilities, expectations, and commitments of each partner. Clarify the objectives of the collaboration, the resources and support to be provided by each partner, and the mutual benefits derived from the partnership.

*Develop joint programs or services with local partners to address community needs in a comprehensive and integrated manner.

Checklist

*Is it clear what added value each partner brings to the collaborative effort?

*Are there any other partners or expertise missing?

Types of tools

Surveys 

Round tables 

Methodology 

Quantitative and qualitative methods 

Tips & Strategies

*Regularly assess the effectiveness of the collaboration, collect data on outcomes and community satisfaction, and use this information to make informed decisions and improvements.

*Regularly assess common actions and joint programs and improve accordingly. 

*Regularly go back to your plan and KPIs. 

Checklist

Are the provided services in line with universal design principles? 

What is the feedback from the community members? 

What is the feedback from local partners? 

Is the feedback being taken into consideration while improving services? 

Types of tools

*Design thinking 

*Design sprints 

Methodology 

Collaborative approach 

Tips & Strategies

*Involve local partners and community members to generate innovative ideas and solutions for universal service design in your area. 

*Brainstorming, workshops and round tables are traditional methods for collecting new ideas. 

*Design thinking is a human-centered approach that encourages creative problem-solving and innovation. It involves empathizing with users, defining the problem, generating ideas, prototyping, and testing solutions. By using techniques such as mind mapping and rapid prototyping, design thinking enables designers to explore innovative solutions that address user needs effectively.

*Design sprints are time-bound, focused design exercises that compress the design process into a short period. They typically involve intense collaboration, rapid prototyping, and user feedback. Design sprints help expedite the innovation process, enabling designers to quickly iterate, test, and refine ideas.

*Choose the methods and steps relevant for a concrete service and the needs of community members.

Checklist

*Why do you need to introduce innovation in your service? What is the added value for end users? 

*Have you chosen the relevant method to collect input? 

*Do you have a plan on how to follow-up the impact of innovation in your service?

Types of tools

*Interviews

*Usability testing

Methodology 

Qualitative approach 

Tips & Strategies

*User research methods, such as interviews, observations, and usability testing, help designers gain insights into user needs, behaviors, and preferences. By understanding the target audience, designers can identify unmet needs and uncover innovative opportunities. These research methods provide valuable feedback to inform the design process and generate innovative solutions.

Checklist

*Who is the target group to collect feedback? 

*What is the best way to collect feedback? 

*How to utilize feedback? 

Types of tools

Team Collaboration Platforms

Internal information Sharing Tools

Methodology 

Internal communication 

Tips & Strategies

Platforms such as Microsoft Teams, Slack, or Google Workspace provide channels and spaces for teams to collaborate, communicate, and share project-related information. These platforms facilitate real-time messaging, file sharing, video conferencing, and task management, allowing team members to work together efficiently on service design initiatives.

There are many ways to share information. An intranet is an internal website or portal that serves as a centralized hub for sharing information, resources, and updates. 

Internal newsletters can be utilized to share updates, success stories, best practices, and upcoming events related to service design. 

Virtual meetings and webinars enable real-time communication and collaboration, particularly for remote or geographically dispersed teams. Platforms like Zoom, Microsoft Teams, or WebEx can be used to conduct team meetings, workshops, or training sessions related to service design initiatives.

Checklist

Internal collaboration platforms are established and used by teams working with universal service design projects. 

Internal information sharing tools are identified and well known among the teams working with universal design projects. 

Information about progress is shared and there is a possibility for feedback/comments by the teams.

Types of tools

Social media

E-mails

Methodology 

External communication

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Tips & Strategies

Leveraging social media platforms such as Facebook, Twitter, LinkedIn, or Instagram allows organizations to reach a broader audience and engage with stakeholders in real-time. These platforms can be used to share updates, project highlights, relevant articles or blog posts, event announcements, and to foster conversations around service design and related topics.

Utilizing targeted email campaigns allows organizations to communicate updates, newsletters, and relevant information about their service design initiatives to subscribers who have expressed interest. It enables direct communication with a specific audience and provides an opportunity to nurture relationships and engage stakeholders.

Other means for external communication are organisation website and online and offline events

Checklist

What are the best channels to communicate your initiatives? 

What are the channels mostly used by community members? 

Are there possibilities for two-way communication at existing channels?

Types of tools

Capacity-building

Cooperation

Methodology 

Cooperative approach

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Tips & Strategies

Collaborate with local partners, community organizations, and other relevant stakeholders to leverage their expertise, resources, and networks. By working together, sustainability efforts can be strengthened through joint planning, resource sharing, and collective impact.

Invest in capacity building initiatives to empower community members, organizations, and service providers with the knowledge and skills necessary to sustain universal service design measures. This can involve training programs, workshops, or knowledge-sharing platforms that build the capacity of individuals to maintain and improve the inclusive services over time.

Design universal service design measures with adaptability and scalability in mind. Consider the potential for growth, replication, or expansion of inclusive services to reach more individuals and communities. Build flexibility into the design to accommodate changing needs. 

Checklist

Is your service flexible enough to be potentially adopted to changing needs? 

Is there collaboration established with local partners? 

What capacity building initiatives are in place for own teams and for local partners?