2015
NDIA Co-Design
Framework
Full Scheme Transition Division
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2015 Co-design Framework
National Disability Insurance Agency
1 Background
Strategic Link – NDIA Strategic Goal 3: The community has ownership, confidence
and pride in the National Disability Insurance Scheme and the National Disability
Insurance Agency.
Objectives
To develop a co-design framework for the NDIA that is an agreed Agency approach which improve s
outcomes for people with disability by:
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enabling the Agency, governments, the sector and people with disability to work together to
place people with disability at the centre of what we do;
outlining a methodology for carrying out co-design;
providing a framework that will enable effective coordination, communication and facilitation
to achieve meaningful engagement; and
instilling a culture of continuous learning by encouraging internal and external stakeholders
to understand, contribute, implement and improve on policies and procedures.
The need for a framework
Various co-design activities have been conducted in different areas of the Agency. An agreed co design approach ensures a more consistent and coordinated approach to co-design and the
outcomes it aims to achieve.
Co-design must be embedded more broadly across the Agency and build capability in co-design
skills as an essential practice for achieving the NDIA’s strategic goals and objectives.
This will help to facilitate the sharing of lessons across the Agency in support of a “Listen, Learn,
Build, Deliver” culture.
The approach to developing this framework
The framework has adopted the ideas and methods from literature and a number of different
broadly recognised co-design organisations. These ideas have been adapted to suit the Agency’s
goals, objectives and current operational environment.
The framework does not aim to cover the co-design process in extensive detail. Business teams will
need to consider the best way to apply the principles and methods outlined in the framework to best
suit their particular project or work objectives.
Co-design can require a great amount of time, resources and capabilities to implement. As a new
organisation transitioning to a national Scheme with priorities to be delivered in short time frames, it
is important to recognise the constraints on the extent to which co-design can be executed.
While the Co-design Framework sets a formal standard for how the Agency will grow and build
capability towards achieving embedded co-design, effective planning must still be taken in order to
understand how co-design relates to different projects and business goals.
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2015 Co-design Framework
National Disability Insurance Agency
2 What is co-design to the NDIA?
Co-design can be used to solve a problem, validate a new operation or improve services. Co design will contribute to new insights, learning and building, which will ensure that the Agency
continues to improve on its effectiveness and achieve greater outcomes for people with disability.
The Co-design Framework establishes an Agency-wide approach to using co-design, including
principles and methodology around when it is suitable to use co-design. It will ensure a consistent
and coordinated approach which removes duplication and enables lessons to be shared.
Defining co-design
The term co-design has different meanings for different people. For the NDIA, co-design refers to
involving the end-user of the service or experience in the design phase of a project or piece of work
that aims to improve outcomes, such as service quality or solving a problem.
Co-design is not just about gathering insights and feedback that may not be extracted through
traditional research methods, but also provides an opportunity for the user to respond innovatively
to address an issue.
Co-design can create benefits for both the Agency and stakeholders. Above all it supports t he
Agency’s “listen, learn, build, deliver” philosophy. Co-design is about learning when you don’t know
the answer and learning when you think you know the answer by being open to hav ing your
assumptions challenged.
Co-design takes the needs of user as inputs into the design, allowing the design team to develop
services and processes that balance perspectives from both the Agency and the user.
Co-design should not be used as a PR activity. Co-design genuinely places the user at the centre of
design so that we learn from those most affected by the change.
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2015 Co-design Framework
National Disability Insurance Agency
3 The Benefits of co-design
Table 1: Specific benefits
Benefits for the NDIA
Benefits for stakeholders
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Maintaining a participant-centred focus
Improved communications between the
Agency and key stakeholder groups
Critical insights into and understanding of
the experiences of the end user in order to
address their needs
Creating strong and productive relationships
in support of the NDIS
Improved ability to identify and manage risks
early on in the design process
Building community confidence in the NDIS
and the Agency
Building a culture of continuous
improvement
Validation and testing of ideas using lowcost rapid prototyping, resulting in
decreased development costs
Helps to generate a shared understanding of
the priorities and purpose of the design
Improving innovation and creativity
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Empowering participants to contribute
directly to the design and evaluation of
supports and services
Higher satisfaction with services
Improved understanding of the NDIS
and the Agency
Opportunity to voice their issues
Increased understanding of the Agency,
its goals and constraints
Ability to positively contribute to the
improvement of the NDIS
Opportunity to connect and network
with others, share experiences and
collaborate to find solutions
2015 Co-design Framework
National Disability Insurance Agency
4 Co-design Principles
The following eight principles guide how the Agency conducts co-design. These principles will
ensure good co-design practice, as they have been taken from different organisational frameworks
and are for most part universal. The co-design principles include:
1.
2.
3.
4.
5.
6.
Creating a shared understanding of the intent, objectives and goals of the co-design activity
Taking a holistic, user-centred approach, based on story telling to help illustrate the context
Engaging early and often
Following a structured yet flexible process
Ensuring there is representation from diverse stakeholder groups
Taking into account the physical and emotional environment by making co-design activities
accessible to enable meaningful participation
7. Managing expectations and clearly communicating constraints, so that stakeholders
understand why some ideas aren’t possible
8. Closing the loop by being clear and timely about any follow up engagement, including the
sharing of data, findings and next steps
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5 Co-design methodology
This methodology outlines the five phases of co-design. Co-design in not a linear process and the order of these phases m ay change
dependent upon the project timelines, but the principles that underpin them remain unchanged.
Figure 1: The Co-design methodology guideline
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2015 Co-design Framework
National Disability Insurance Agency
Figure 2: The Co-design methodology
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5 Levels of engagement
This guiding framework sets the foundation for executing effective co-design and building strong
stakeholder engagement, involving stakeholders at all levels to achieve the NDIA’s strategic
outcomes. The Agency’s commitment to the Co-design Framework requires an understanding of
the workload associated with properly implementing the framework as it is outlined. It is important to
plan appropriately to address the resourcing needs to execute co-design effectively so the benefits
can be realised.
Levels of
engagement:
Most appropriate when:
Not appropriate when:
Co-design activities
INFORM Stakeholders
receive information
without an
expectation of twoway dialogue
•There are constraints to
using alternative forms of
action
•You are informing of
decisions or promoting
activity
• People want to be
involved
• There is an
expectation that twoway dialogue will occur
CONSULT Options are
presented to
stakeholders, who
provide feedback
that can be
incorporated in
planning. The aim
is to improve from
broad
stakeholders’
knowledge
• You want to improve an
existing service and
require user feedback
• You have limited range of
options for improvement
• Stakeholder interests can
understand and relate to
these options
• You can use feedback to
help select which of these
options to use
• Feedback will not
inform final decisions
• You aim to empower
stakeholders in
discussions
• There are no clear
options already
determined and you are
seeking a wide range of
ideas before developing
options
Inform is not
considered co-design,
but may be used to
start the co-design
process to
communicate the
potential opportunity to
participate etc.
• Surveys
• Online webform
• Call for submissions
• Focus groups
• Prototyping
• Flash cards
• Role-plays
INVOLVE Stakeholders are
authentically
involved in
designing options
• You need to tap into
stakeholder needs and
experience in order to
design
• Stakeholders have a
strong desire to provide
input
• You cannot integrate
broader input
• You don’t have the
resources or skills to
carry out activity
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• Interviews
• Observations
• Self-documentation
(photo-diary)
• Workshops
• Visual probes
• Flash cards
• Role-plays
• Prototyping
2015 Co-design Framework
National Disability Insurance Agency
Levels of
engagement:
Most appropriate when:
Not appropriate when:
Co-design activities
EMPOWER Working together
in partnership
based upon shared
goals. It is a
lengthier, more
complex process,
which requires
greater preparation
and support for
stakeholder
involvement
• It is important that
stakeholders contribute to
the development and
implementation processes
• There is benefit to the
stakeholders and/or
Agency from working
together
• Time is very limited
• The commitment to
partnership is not
genuine
• Stakeholders want to
be involved but do not
share a long-term goal
or stake in achieving
outcomes
• Design workshops
Example: When the framework is applied to the Service Delivery Operating Model (SDOM) codesign, Consult and Involve are the most appropriate levels of engagement. The SDOM design is
participant centred and stakeholders are keen to contribute to the design. However, given the
breadth of the design and limited time to deliver the design, the co-design cannot commit to and set
expectations at the Empower level. Rather, appropriate methods will be used to effectively harness
the insights by consulting and involving a range of stakeholders who interact with the Agency.
Contact Us
For more information:
Please contact the National Engagement Team for more information by emailing
engagement@ndis.gov.aau
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