With tenant satisfaction falling with the services social landlords are providing DIN decided to take a fresh look at reimagining what an excellent customer journey might look like.

People centred design meets community development. Learn how applying people centred design and community development practices to gain insight into tenant's experiences, improve services and contribute to meeting the new consumer standard.

Working with Dave Skinner, a service design engineer and Lizzie Spring a voluntary sector manager and Housing Association tenant, we asked them to take 3 services provided by landlords and walk through what a really positive and seamless experience could look and feel like for tenants using them.

In this webinar they will present back their work and share with delegates how these could be delivered in your organisation.

In the session you will learn:

What were the problems we were looking to solve about the tenant experience
What are the key elements of redesigning the tenant experience to make it a consistently positive one.
how to use journey maps to visualise tenant’s experiences of services, pains and opportunities
how to apply a strengths based community development approach to improve services.
about the drama triangle (victim, rescuer, persecutor) and how to connect with people.

About our speakers:

Dave Skinner
Dave is a full stack service designer with a background in community development, operational delivery, and service design in local government, education, and housing.
Right now, Dave is working as a service design consultant, encouraging collaboration and tenant centred approaches to social housing improvements.

Lizzie Spring
Lizzie Spring began her career in Social Services then worked in supported housing, first in London then Bristol. She moved into senior management in the family support charity sector where she worked for twelve years, then completed her career as CEO of an older people's charity, helping elders stay safely independent at home and in the community.
She now undertakes mentoring with the VCS and also regularly lobbies, writes and campaigns for positive community-led change in the social housing sector.

Who should attend?

Anyone interested in improving the tenant and resident experience from a service perspective will benefit from attending this session. Whether you are looking at your organisations customer strategy or how to redesign services you will learn what an excellent experience could look like.

Attendance is free as part of your DIN Subscription.