View
3
Download
0
Category
Preview:
Citation preview
Transforming Adult Education for a Customer-Centered Workforce Development System Mini-Institute
National Meeting for Adult Education State Directors
2015
Paid for by the U.S. Department of Education (ED), Office of Career, Technical, and Adult Education (OCTAE), under Contract No. ED-VAE-14-O-5014.
The opinions expressed herein do not necessarily represent the positions or policies of the U.S. Department of Education, and no official endorsement by the U.S. Department of Education should be inferred.
Your Presenters
Richard D. Maher
President/CEO,
Maher & Maher Specialized Talent Development Consultants
2
Christy Montgomery
Senior Analyst,
Maher & Maher Specialized Talent Development Consultants
ETHICS DISCLAIMER “This presentation reflects my (personal) views of the changes implied by WIOA and the actions a proactive workforce system professional may want to consider in preparing for the new Law. It is not reflective of Federal policy nor, in any way, shaped by any specific knowledge thereof.”
Objectives For Today
•
•
•
Introduce Customer Centered Design and “DesignThinking” concepts to the group
Re-imagine the way we approach service delivery byasking ourselves “How might we?
Engage in an interactive dialogue: Discusschallenges and opportunities presented by WIOA andhow to manage them with customers in the center ofour solutions.
The Effect of Environment
In your table groups, pull out your smart phones and tablets and see if you can each find images that invoke the following aspects: (one image per adjective)
Professional Inspiring Stale
Prestigious Comfortable
What is “Design Thinking”?
5
6
USING HUMAN CENTERED DESIGN
Start with
People
What is Human Centered Design?
A collaborative, discovery-based journey.
Get inspired by the people you’re serving.
Start by listening to people to get new ideas about how to design for them.
Identify patterns and surprising insights to inspire new opportunities for design.
Brainstorm new ways to serve your customers.
Try out your ideas and get feedback from customers – so you can revise your prototypes and get more feedback.
Try out a pilot program and experiment with ways to implement your new ideas.
8
Look beyond what people say, to understand what they believe.
How We Empathize
9
What does Design Thinking look like in the private sector?
10
11
What does Design Thinking look like in the private sector?
Image Source:
Macey J. Foronda maceyjforonda.com
Buzzfeed Buzzfeed.com
12
How is Design Thinking being used in the developing world?
Image Source:
Design That Matters www.designthatmatters.org
Jonathan Schultz – New York Times http://wheels.blogs.nytimes.com/2010/11/23/neonurtures-car-parts-baby-incubator/?_r=0
13
How is Design Thinking being used in the developing world?
Image Source:
Design That Matters www.designthatmatters.org
Jonathan Schultz – New York Times http://wheels.blogs.nytimes.com/2010/11/23/neonurtures-car-parts-baby-incubator/?_r=0
What does this look like in the workforce system?
14
What does this look like in the workforce system?
15
I’m copying a friend’s resume, but putting my words to it because I don’t know how to make one.
David, 18
What does this look like in the workforce system?
16
what if ?
Instead of resume-building classes, we provided templates for youth to adapt quickly, since a resume is a means to an end at this stage?
17
Use empathy and emotion to develop better services
Using Empathy and Emotion
18
Group Work
19
Break Everyone please return in 15
minutes
20
21
Finding Sputnik
http://www.ted.com/talks/steven_johnson_where_good_ideas_come_from?language=en#t-366786
Ideation
22
Brainstorm
new ways to
serve
your
customers.
23
24
25
How might we...
•
•
•
•
•
make service providers more customer-centered?
provide a reality check without discouraging?
design rich and inspiring spaces for high schoolequivalency customers?
effectively communicate what options are availabledegree seekers?
better integrate emotional needs support with skills/practical assistance/ services?
26
Prototyping
27
Try out your ideas and get feedback from customers – so you can revise your prototypes and get more feedback.
28
Prototyping: It’s rapid
29
Prototyping: Fail Quickly
30
Prototyping: Keep What Works
31
Your Turn! (group activity)
32
CCD & WIOA: What’s Next The Project’s Five Phases
33
The Launch
The Class
Experimentation and Prototyping
Learning Exchange and Celebration
Peer Mentoring
https://wioa.workforce3one.org/
Q&A
34
35
Richard D. (“Rick”) Maher President/CEO
www.mahernet.com 732.918.8000
rmaher@mahernet.com
Christy Montgomery Senior Analyst
www.mahernet.com 615.594.3558
cmontgomery@mahernet.com
Recommended