The Toolkit is designed with and for workers in nonprofit and government organizations who directly serve people in their communities.
This free toolkit invites you to take a moment to pause and reflect on your clients’ journeys. Using insights from psychology and community innovators, you can then identify and develop concrete ideas to enhance the services you provide.
Watch a Video Tutorial
Hands-on experience that invites you to slow down, reflect, and imagine new ideas
Evidence-based insights and real-world innovations you can apply
Flexible prompts so you can customize innovations for your clients and service contexts
Simple instructions (in writing and video) to get you started
Four (4) engaging worksheets that you can work through on your own in under 1.5 hours
Supplemental evidence and innovation examples on the website if you want to learn more
Use insights from psychology to build on your experience serving clients and explore ways to innovate your services.
The toolkit is a hands-on experience with four simple steps that take 1~1.5 hours to complete.
1. Imagine a Persona
How would you describe a “typical” client?
2. Map the Persona's Journey
What is their experience through your service like? How do they feel along the way?
3. Use Insights to Brainstorm
What psychological effects are at play along their journey? How might you innovate your services accordingly?
4. Turn Ideas into Solutions
How will you act on your top innovation idea? What would you like to learn more about?
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Support for this project was provided by the Robert Wood Johnson Foundation. The views expressed here do not necessarily reflect the views of the Foundation.