You know your experience the best

We did something that should have been done long ago – we talked to the parents.

Our approach to designing the service model was simple: no one understands their own needs better than the users themselves – the child and their family. Until now, parents had been passive recipients of services. However, the key to a truly effective solution lies in understanding and addressing their real needs. That is why we engaged directly with parents. Through their deeply personal and moving stories, we learned that many felt left alone with their struggles.

We worked with specialists of children with special needs, behavioural experts, local government and social care representatives as well as service providers to map out service bottlenecks. The issue was not only a lack of support but also the delay in assistance – families received help only when the situation had already become critical.

Through intensive collaboration (or "synthesis," in official terms), we developed a solution that focuses on supporting families while keeping system costs in check. The resulting service model:

- Engages parents and support networks – Families are no longer just bystanders but an integral part of the service. The support network, including healthcare and education professionals, must ensure that help reaches families earlier.

- Provides early and localised support – Assistance is available before a crisis occurs, not as a last resort. The service is accessible near the child's home – in their local school or substitute home.

- Reduces parental burden and keeps families together – By offering practical skills, emotional support, and administrative assistance, the service helps prevent parental burnout.

The best solutions emerge when those most affected are involved. Whether in public services or business, listening to and engaging users leads to services that truly work. In social services, early intervention reduces costs, while in business, a user-centric approach leads to happier and more loyal customers.

If you want to revamp your service to better meet users’ needs while optimising your resources as a provider, let’s talk!