IMPACT MEASUREMENT FOR COMMISSIONED
REHABILITATIVE SERVICES
Measuring the impact of rehabilitative programs delivered
by Catch22 for men on probation
Overview
A redesigned service experience that integrated comprehensive qualitative process data, converting it into actionable quantitative insights, resulting in richer impact reports while changing its main focus to provide meaningful benefits to
users beyond data measurement.
Team
5 Service designers
Keywords
Social impact, impact measurement, end to end service, toolkit, theory of change, testing hypothesis, value exchange
Setting the context
To see the current "Infinity assessment" document click here
Who is involved in the system?
Understanding key stakeholders
weekly interactions with
15/20 wellbeing practitioners
bi weekly conversations with
5 service users (previous)
Interviews with the
Insights lead,
Admin team &
Senior Operational Manager
What do the stakeholders think of the current tool?
What's the problem with the current tool?
The current tool, the Infinity Assessment Tool, has no perceived value from the service users & the Catch22 practitioners.
It is insufficient, inefficient and un-intuitive in terms of its function and the overall experience.
from Insights to Hypothesis…
Based on the insights from the current tool, a hypothesis was developed to address the identified challenges and improve user engagement through more effective interaction and measurement
Re-defining the brief
How might we design a humanized, intuitive, and efficient impact measurement tool that:
Empowers service users to engage meaningfully and reflect on their experiences,
Enables service providers to have access to more nuanced data for informed decision-making, and
Provides commissioners with clear, measurable insights to demonstrate the impact and value of their services.
Ideation
The ideation phase was about understanding the purpose behind each and every question in the 'Infinity assessment', reconstructing it and brainstorming new and accessible ways to approach the assessment.
Dissecting the
current assessment
Feasibility & Co- Creation
workshops with practitioners
The infinity assessment questionnaire is divided according to the 4 strands that Catch22 caters to:
Family & significant others, Lifestyle & associates, Emotional Wellbeing and Social Inclusion.
After brainstorming and sorting ideas for the new impact measurement toolkit, I facilitated and executed a co-creation workshop. We used methods like feasibility mapping to position ideas against organizational constraints, ensuring the ideas were practical and impactful.
The Big idea :
Evaluating growth through conversations
The premise of the solution is that evaluation happens through conversation. It now accounts for growth and change throughout the service journey, giving the service user an increased sense of control and self-awareness.
This solution reimagines evaluation as a dynamic and user-centric process, seamlessly integrated into the service journey. By shifting the focus from rigid measurement systems to fostering conversations, the design emphasizes growth, adaptability, and a deeper connection with the service user.
Experience: The improved journey
The data is recorded in a digital format simultaneously using Excel and PowerBI(curently Catch22 uses this)
What's new?
Guiding principles: Data recording
Reframing the questions for catch-ups
e.g.: a question from the' infinity assessment'
Data analysis principle
Reframing the questions for catch-ups
Rewarding principle
The power of small gestures
The 'Rewarding Principle' visualizes how motivation and value addition align with Maslow’s Hierarchy of Needs to enhance engagement and productivity.
This principle was shaped by insights from practitioners, who emphasized that even small gestures or moments of recognition significantly impact service users’ morale and motivation. Recognizing this, we introduced the rewarding system to foster a sense of achievement, inspire motivation, and introduce healthy competition.
The intervention addresses basic needs like respect, trust, and belonging, and progresses toward self-identity and personal goals, ultimately driving self-actualization. By combining recognition with tailored motivational strategies,
the system empowers individuals, enhances well-being, and fosters
sustainable growth.
The toolkit:
How does the service user and practitioner
use the toolkit?
The toolkit enhances collaboration between service users and practitioners through:
Progress Journal - Tracks improvement with journey mapping, phased goals, and a reward system.
Catch-up Forms - Facilitates structured check-ins using measurable, scenario-based questions.
Intervention Form - Gathers non-verbal data through observations during interventions.
How is the new toolkit creating value
for the key stakeholders?
But what are the systemic constraints we are operating with and the systemic pushbacks we might encounter?
Introducing the new toolkit may encounter systemic constraints and pushbacks rooted in organizational culture and capacity. These include resistance to change due to entrenched systems, regulatory compliance burdens, and the significant time, effort, and resources required for adoption. Distrust in the system and weak faith in its ability to deliver meaningful outcomes may also lead to reluctance or
forced engagement.
Theory of Change
The Theory of Change outlines how meaningful measurement can drive positive outcomes for Catch 22.
By adopting an empathetic approach to data collection, fostering a sense of control through co-created goals, and emphasizing motivation and visible progress, the toolkit aims to shift perceptions, improve engagement, and reduce negative outcomes like prison recalls and drop-outs. This approach empowers service users, builds trust, and ensures measurable impact, aligning with the broader vision of fostering behavior change and enhancing the organization’s efficiency and value creation.
And lastly, testing the toolkit with practitioners...
Testing and validating the toolkit involved collaborating with practitioners due to limited access to service users.
The process was carried out across 3 probation facilities of Catch22, ensuring its relevance and effectiveness in real-world settings.
Feedback from the practitioners
Reflections…
Personal skill development
The project strengthened my -
Stakeholder engagement and management skills
Workshop planning and facilitation skills