Case Study
Redefining the Customer Journey
Jewell Facilitation and Designability

Designability, a Bath-based charity that provides services for disabled people, engaged Jewell Facilitation to support the organisation with two Away Days.
The challenge faced by Designability
Designability, a charity based in Bath, uses person-centred design to create products and services with and for disabled people. The CEO and the Board wanted to review the service the charity offers and develop ideas to enable more families to access their service.
This needed to be done in a way that balanced the input of experienced and long-serving staff members and newer team members. There was a need for deep discussions and good conclusions as well as encouragement for all participants to embrace the idea of changes to the service.
It was also important to focus specifically on improving the service from the beneficiaries’ point of view.
The charity chose Jewell Facilitation to run the sessions as they wanted to create a lively, energetic and inspiring atmosphere in the workshops and to ensure that all participants could contribute. In doing so, the team were able to map out their service and make the needed improvements.


Discussing ideas


Reviewing the customer journey map
Facilitating the discussion
The facilitator began the Designability team day with an “empathy mapping” exercise which enabled staff to put themselves in the shoes of their beneficiaries. It was a powerful ”blue sky thinking’ exercise which enabled the team to create their ideas with beneficiaries in mind, regardless of cost or implementation restrictions. Practicalities would be considered later!
Following this activity the team then focused on the journey beneficiaries undertake to receive the service provided by Designability, using a customer journey mapping technique. The team collaborated to generate ideas to improve the journey and then prioritised which areas to focus on.
Using a variety of materials and activities to engage participants, including a graphic template of the beneficiary journey, we then introduced a prioritisation technique to help clarify the best ideas to take forward.
Outcomes and benefits
Testimonial
Helene facilitated two away days for Designability.
She is professional and experienced, contributing to the setting of the agenda and recommending sessions to achieve the purpose of the day. She’s really likeable and all the participants enjoyed her approach.
Catharine Brown
CEO Designability
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