For housing associations facing complex service challenges, involving colleagues in the design work can help turn an improvement project into an ongoing capability. The people closest to customers gain a practical way to examine what is happening, work across teams and shape a clearer experience.

For housing associations, the opportunity is to look beyond each separate task and design the complete experience from the customer’s point of view. That makes it easier to identify where better communication, clearer ownership and more useful information could make a difference.