The co-design process for the OSOS Hub was extensive, beginning with research and concept design in 2019. Thriving Communities Partnership (TCP) facilitated more than 28 co-design workshops, bringing together more than 30 corporate, government and community organisations, alongside people with lived experience, to design OSOS.
The initial pilot, launched in October 2021, supported people experiencing family violence and financial stress. TCP’s Collaborative Social Innovation design process combines human-centred design thinking with collaborative practices. People impacted by family violence worked alongside Project Partners to build understanding and define the design problem, ideate the concept and vision, and co-design and prototype the OSOS Hub. Collaborative practices reconciled organisation’s needs, while placing the human at the centre of every decision.
The co-design workshops not only allowed the design of the online portal, but also collaboratively defined the Ways of Working Agreement and Theory of Change to ensure each organisation was held to the same expectations and standards. Safety was a key design principle given the real-life implications for beneficiaries. Ethical data guidelines ensured OSOS only captures necessary information, while prototype testing identified concerns prior to ‘go-live’ to ensure professional execution.
Maintaining a human-centred design approach whilst navigating the unique regulatory and legal obligations of each industry and organisation was complex, but the team was able to successfully execute this and continues to balance the needs of each new businesses and community organisation that joins the program.
Well-executed design and implementation has exceeded initial design briefs, with OSOS reaching referral milestones and expanding its scope to support people experiencing hardship and vulnerability (e.g. cost of living pressures, unemployment, health & disability) earlier than expected. The use and positive impact of the OSOS Hub has increased steadily over time, with over 2100 referrals created as of June 2023.