Developing the Linker/Navigator Service Blueprint: Evaluating Domains of Power Following Concept Co-Design Through to Readiness for Prototyping

Abstract

This paper analyses the experiences and management of power during the co-production of a service blueprint for The Linker Service—a service aimed to assist women over 50 years old, sole parents and carers experiencing financial hardship to navigate service systems and supports in South Australia. We specifically focus on the co-production of the service blueprint. In the timeline of events, co-production was facilitated between (1) co-design of the initial service concept/theory of change; and (2) prototyping of a service blueprint. To understand the experiences and management of power, we applied a sequential mixed-method design involving observation of co-production, documentation, and iterative reflective notetaking, which informed survey design. Surveys seeking co-production experiences, e.g., being heard, feeling safe to contribute, being valued, sharing of power, and contributions leading to action, were completed by living experience participants (n = 22) and organisational participants (staff, NGO representatives, and evaluators, n = 12). Descriptive statistical analysis was performed on quantitative data and mixed with qualitative responses. To assist interpretation of results, a theoretical framework on the dimensions of power in ‘co-’processes and a realist social theory lens were applied. Results showed how timeline processes and strategic facilitation during co-production led to a disruption of professional power relations. This disruption was particularly evident because participants with lived experience had already established their presence prior to NGO workers joining the workshops, generating feelings of uncertainty around professional hierarchies. Weighting in favour of living experience power led to the emergence of collective power as human capacity evolved. Ideas morphed and actors worked together in co-production, leading to the development of a blueprint collectively agreed upon and ready for prototyping.