Digital Access and Service Design Training

About the training

In this four-part Tdh Digital Access and Service Design Training, we focused on the following four objectives: 

  • Introduction to digital service delivery and key principles. 
  • Explore the ‘User-Centered’ Service Design process to see how it’s applied in practice. 
  • Apply the process to a current Tdh delivery challenge 
  • Learn how to design and deliver online video training which preserves the ‘human connection’ with children and young people. 

Please find the recordings of the sessions and useful resources below. 

With thanks to CAST for supporting inFocus with resources from the Design Hop process

Session 1: Introductory session ‘Digital Access and Service Design’

Overview

In this introduction session we focused on defining the term ‘digital’ and discussed its different meanings. We also looked at how to start conducting a ‘user-centered’ approach to digital services. Participants additionally worked in small groups to create a ‘knowledge board’ for their users, which started to look at the problems they face, and possible outcomes. 

The session provided an opportunity to:

  • Define the term ‘digital’
  • Understand digital design principles as well as the processes. 
  • Start the ‘discovery phase’ of the process
  • Work in small groups to discuss the problems for different user groups. 

Session 2:  ‘User research introduction’

Overview

In the second session of this training we explored the concept of user search and why this is an important step in the ‘discovery phase’ of the process. We then took a deeper look int creating User Need Statements and participants were able to have a go at creating their own statement. Finally we explored how to conduct user research and the different steps that can be taken to plan this. 

The webinar provided an opportunity to:

  • Review and discuss the group knowledge boards which were developed between session 1 and 2. 
  • Gain a basic understand of user research and why it is important. 
  • Develop a User Needs Statement 
  • Discover how to plan user research 

Session 3: ‘How to run a safe and engaging online training/ webinar session’

Overview

In this third session of our digital service training we looked into the best practices that could be used for your users to get the most out of your webinars or online training sessions. We also had a group discussion on building a rapport and connection with users while conducting training online. 

The webinar provided an opportunity to:

  • Explore what we mean by the term ‘webinar’ and why they can be an effective tool when sharing information online. 
  • Share practice tips and good practice when hosting a webinar. 
  • Discuss how a connection can be built with users when working online. 

Service Recipes:

Three case studies on charities who have shifted face to face training to online training with beneficiaries:

Presentation links:

  • The prezi presentation is here.
  • The powerpoint presentation is here. 
  • The mentimeter presentation feedback is here.

Other Resources: 

  • Human Connections Framework Resources are all here.
  • Step-by-step digital safeguarding guide is here.

Service Recipes:

Three case studies on charities who have shifted face to face training to online training with beneficiaries:

Session 4: ‘Post User research design and testing’

Overview

In the final session of our training we fed back on the user research that was conducted between session 2 and 4, and discussed the benefits and challenges that occurred as a result of conducting the research. We also looked into the concept of assets mapping, where participants on the training reviewed which internal resources and skills they already had, and which external resources are easily available. Finally we reviewed the second two steps in the process; define and develop, and outlined the steps to take to work through these stages. 

The webinar provided an opportunity to:

  • Work with individual groups to share ideas related to user research and solutions. 
  • Understand the user research conducted between session 2 and 4. 
  • Discuss the challenges of conducting user research. 
  • Understand story-boarding and it’s role in the process.