Case study · Project delivery
The Co-creation Playbook
Citizens Advice is a national charity that helps people deal with practical problems, from debt and housing to employment and benefits. Its Lab team explores new ways of designing and delivering advice services.
Help the Lab team build co-design and co-production into its service-design process. The aim was to create practical ways for teams to involve people who use services, particularly people who may face barriers to taking part.
- Focus groups and interviews with team members to understand the organisation’s culture and current ways of working
- An assessment of how design and engagement were already taking place
- Workshops where the Lab team helped develop the framework, rather than receiving a finished model
- The Co-creation Playbook, a practical document with guidance and resources tailored to the team’s needs
- A revised approach to design and engagement that project teams could use themselves
I set up the project and kept it coordinated throughout. I led early client meetings, developed the proposal, managed contracting and invoicing, and provided light-touch project management during delivery.
The project gave the Lab team a practical playbook and a clearer process for involving people in the design of services.