14 Nov Co-production in service design

Building on our previous community engagement and co-production blog posts, we have undertaken further extensive engagement with people with lived experience from vulnerable populations. This work underscores that engagement is not merely a research method, it is central to ethical, inclusive and effective service design. The perspectives of those with lived experience are as important as professional expertise, ensuring that services respond to real needs.

Engaging vulnerable populations requires creating environments where participants feel safe, respected and valued. This includes addressing practical and systemic barriers that often prevent participation, such as financial constraints, language differences, cultural expectations or access challenges like childcare and transport. By removing these barriers, engagement moves from tokenistic consultation to a meaningful process that amplifies voices that are often overlooked.

We are committed to working in a way that is sensitive to trauma and culturally informed, recognising that many participants have experienced adversity, discrimination or systemic disadvantage. Facilitators provide discussion environments that are sensitive, non-judgmental and empowering, giving participants confidence that their experiences will be heard and respected.

As highlighted in our previous blog post, co-design with trusted community organisations remains at the heart of our methodology. These organisations have established relationships within the communities they serve and can advise us on culturally appropriate approaches, including venue selection, timing and incentives. By collaborating with them, we can tailor engagement methods to provide participants with the choice and control over how they contribute.

The insights gathered from these engagements go beyond identifying problems, they directly inform solutions. Services designed with input from vulnerable populations are more likely to be relevant, equitable and effective. For example, we recently worked with Gloucestershire to develop their local Get Britain Working Plan, applying the principle of co-production, enabling people with lived experience to shape the services they use. Our engagement included asylum seekers with permission to work, Afghan resettlement refugees, and individuals with long-term health conditions and disabilities. By listening closely to their experiences and the challenges they face, we were able to identify service improvements that might otherwise have been overlooked.

Engaging vulnerable populations is challenging, but essential. Done well, it ensures that services reflect the realities of the people they are intended to support, strengthening communities and empowering individuals. Placing lived experience at the centre of service design is not just good practice, it is a critical step toward creating more equitable, effective and sustainable services.

If you want to learn more about our work on lived experience, community engagement and co-production, or have any other questions, please email Ben.Lee@sharedintelligence.net or Lisa.Mccance@sharedintelligence.net