Using Design Thinking to Improve the Client Intake Process

In this Think Tank, evaluators from a University-Based Center will discuss their use of human-centered design thinking principles to enhance the client intake process. Facilitators will then engage the audience to explore the question: How can organizations embed equity principles into their administrative processes and routines?

Background: As part of an equity initiative, evaluators sought to address the issues surrounding inconsistent development of relationships and collection of pertinent data when beginning work with new and potential clients. Team members participated in a series of events to flow through the phases of Design Thinking (empathize, define, ideate, prototype, test, and iterate). Ultimately, the team co-created a discussion protocol with each item explicitly aligned to the AEA Competencies and Guiding Principles. Ongoing testing and refinement of the tool by engaging community members and interest holders is part of the process to ensure shared leadership.
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Grant Sim – University of Wisconsin-Madison; Brie Chapa – University of Wisconsin-Madison; Molly Carroll – University of Wisconsin-Madison; Jessica Arrigoni – University of Wisconsin-Madison; Ja'Dell Davis – University of Wisconsin-Madison; Steve Kimball – University of Wisconsin-Madison