The 'go to' organisation for Local Government improvement in Scotland

What is the deliver stage?

This stage builds on the previous and uses the prototype approach to test an assumption from either the discover or define stage, then using one of the ideas from the develop stage starts to see whether the idea can be developed into a solution. The key point to consider for this step is that this is a testing stage and you should be gathering as much information as you can from stakeholders as you test the idea so you can refine it into a solution that is going to solve the root cause.

Prototyping is key to the deliver stage it allows us to robustly test an idea from the previous develop stage to see if it will be suitable for the real life issue, problem that has been identified.

Why is this stage important?

This stage is important as it brings the work to life. This is where each of the previous steps come together using the understanding of root causes to build ideas with a range of stakeholders to create new outcomes and this stage helps us refine and improve those ideas then creates a clear plan on how to implement and to measure the difference being made.

In the deliver stage, co creation is important as it allows participants to be actively involved in testing the potential solutions which will ensure they are refined in a way that meets the diverse nature of our communities building on the knowledge built through the process.

Tools you can use at this stage

The focus for this stage is about understanding how people will interact with the idea you and stakeholders have created in the ideation stage and to understand what works, what doesn’t, what could be improved. It’s important to note that your first prototype will not be the final version and should be seen as a draft that is refined based on the input from stakeholders.

This stage needs to involve discussions with stakeholders and gathering further intelligence on how you move forward from discussing the problem, issue or opportunity and the ideas stakeholders have and turning those ideas into a meaningful solution that will work to solve the problem, issue or opportunity.

There are a number of ways which you can approach prototyping and these tools can include;

• Appreciative inquiry

Further information can be found on the sub-pages.

How to overcome some of the barriers you may face in the deliver stage

It's important to realise that implementation needs time, patience and persistence.

• When it's not right the first time - As a facilitator be prepared that the idea you and stakeholders have may not be fit for purpose and you need the time to explore with participants what could improve this. It's okay to not have it right first time and it is important that you demonstrate how you can gather rich data to improve and how you communicate this across all stakeholders.
• Gathering rich data - Creating the right environment so the person feels they are in a safe space to share their thoughts and views is key otherwise you will be unable to gather rich data. There needs to be a degree of trusting relationships in place to ensure all participants voices can be heard. This is why it's important that participants are involved in all stages of the model. Service design is focused on designing with participants, we as officers will not have the answers therefore rich data is key.