Co-design is when the individuals who will receive an intervention help create it. It enables those impacted to collaborate and use their knowledge of challenges to develop ideas and solutions.
The Wellbeing on Call co-design process consisted of:
- Desktop research into the challenges contact centre workers face
- Onsite observation of the five participating organisations’ contact centres
- Interviews with contact centre workers in each of the five participating organisations
- Workshops with participants from the five organisations (contact centre workers, leaders, and HR-based staff) to identify challenges and develop ideas for the program.
Six key focus areas were identified through the co-design process: leadership support, resilience, training and resources, performance, culture and values, and physical environment.