Service Design & Evaluation
We lead research to learn how programs and systems impact the people they aim to serve. We map out unclear processes and translate our findings into concrete improvements.
Recent Projects
ETP – Application Process Evaluation
Evaluate Employment Training Panel’s application process for potential improvements using Human-Centered Design.
![Two people stand in front of a screen which shows a detailed journey map of the application process. They are both pointing to a part of the screen and discussing it.]()
San Francisco Homeless Workforce Systems Alignment
Collaboratively designing better connections to employment services for San Franciscans experiencing homelessness
![Cristelle and Leah brainstorming in front of a whiteboard with post-its]()
San Francisco Public Research Program
Ensuring equity in the design & implementation of San Francisco's first public user research program
![San Francisco Public Research Program - Image]()
San Francisco ‘SF Shines’ Program Evaluation and Implementation
Building opportunities for continuous improvement of a small business grant program
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San Francisco Recreation and Open Space Element (ROSE) Evaluation
Convening 15+ agencies to coordinate open space projects across San Francisco
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Process
Surface What’s Working & What Could be Improved
We conduct research to better understand a service, program, or system from a human perspective. By engaging internal staff and external “customers,” we hone in on key challenges, shared goals, and high impact opportunities.
To conduct inclusive research, we draw from best practices in community engagement and co-design. We develop research plans that meet people where they are, prioritize conversations, and create opportunities to convene people or groups that feel siloed.
For us to be successful at evaluating a service, our first step is to map it out. We develop process maps and customer profiles that visualize the structure of services. The process of building these maps also leads to valuable discussions where people better understand each others’ roles and surface gaps or challenges. These maps then become reference points to prioritize areas for improvement.
Prototyping & Implementation
We believe the most valuable expertise to address challenges comes from those most closely impacted – not from us. We look for collaborative ways to brainstorm and generate ideas. Through virtual whiteboards or in-person prototyping sessions, we design workshops that tap into people’s creativity and aspirations.
As your co-designers, we’ll help you translate these ideas into action. Together, we’ll draft prototypes – simple but engaging versions of top ideas – to test what works before implementing it at a larger scale. We share our process and our findings along the way so that your team is equipped to carry it forward and continue the practice.
Products
Across many fields, we’ve helped to establish programs, evaluate services, and create frameworks to continuously improve.
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Service blueprints that map multiple touchpoints and experience along the customer journey |
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Evaluation reports that contextualize what we learned and provide actionable next steps |
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Prototypes of improvements, to test and refine |