Co-Production in Service Design, Redesign and Transformation Programmes
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Service design and transformation programmes are increasingly expected to be co-produced with people who use services. Commissioners and system partners want assurance that changes are informed by lived experience rather than driven solely by organisational priorities. This aligns closely with service models and pathways and expectations around outcomes and impact.
When lived experience is absent, redesign risks improving processes without improving people’s lives.
Why Co-Production Matters in Service Design
People using services understand what works, what creates barriers and what enables independence. Their insight is critical when developing or reshaping pathways, support models or delivery approaches.
Co-production helps ensure services are accessible, proportionate and aligned with real needs rather than assumptions.
Commissioner Expectations for Redesign
Commissioners often expect providers to demonstrate how people were involved in shaping proposals, testing ideas and reviewing outcomes. This is particularly important in reconfiguration, recovery or cost-pressure contexts.
Evidence may include engagement records, feedback summaries and examples of changes made as a result of lived experience input.
Practical Approaches to Co-Produced Design
Effective approaches include co-design workshops, pilot programmes with feedback loops, and iterative review processes. Providers should ensure that involvement is accessible and supported, particularly for people who may find change unsettling.
Clear communication about constraints is essential to maintain trust and avoid tokenism.
Managing Risk and Expectations
Not all suggestions can be implemented, particularly where safeguarding, funding or regulatory constraints apply. Transparent decision-making and clear explanations help maintain credibility.
Demonstrating Impact and Learning
The strongest evidence of co-production in service design is demonstrable improvement. Providers should be able to articulate what changed, why it changed and how lived experience contributed to better outcomes.
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