When we talk about lived experience at Expert Citizens we’re referring to the first-hand knowledge that people have gained through their personal life experiences. This type of knowledge can be invaluable when it comes to improving public services, as it allows members of a community to provide insights that cannot be gained through textbooks or formal training. In this short article, we will explore the benefits of lived experience and how it can be used to strengthen our public services and communities.
A major benefit of lived experience is that it allows people to provide a unique perspective on the issues our public services face. For example, someone who has experienced homelessness can provide valuable insights into the challenges that people experiencing homelessness face when accessing services. This type of knowledge can help service providers to better understand the needs of their customers and to develop more effective solutions to address those needs. Including lived experience in training and learning brings diverse perspectives into course materials, enabling employees to be more empathetic and responsive to the needs of their customers which can result in increased job satisfaction and morale, improved productivity, and higher retention rates. Additionally, incorporating personal experiences of members of our community can help to contextualise the training material and make it more engaging and memorable, leading to increased application of the learning.
Listening to peoples lived experiences can help to build trust between service providers and customers. When people feel that their experiences are being heard and valued, they are more likely to engage with services and to feel that they are being supported in a meaningful way.
First hand experience is the best way to identify gaps in services. People who have experienced a particular issue first-hand may be able to identify areas where services are lacking or where improvements could be made. This type of feedback can be extremely helpful for service providers as it can help them to develop a more responsive, person-centred approach.
In addition to improving services, sharing lived experiences can also be empowering for people who have experienced significant challenges in their lives. By sharing their stories and insights, people can feel that their experiences have value and that they are making a positive contribution to society. This can help to build self-esteem and confidence, which can in turn lead to greater engagement with services and better outcomes for everyone over time.
We know there are benefits to involving people with lived experience in the design and delivery of services. This can include co-production processes, where service providers and clients work together to develop new initiatives, or the recruitment of individuals with lived experience to work in service delivery roles. Another approach might be to incorporate feedback mechanisms that allow people to share their experiences and insights with service providers. This can include research projects, feedback forms, surveys, interviews or focus groups, as well as informal mechanisms such as suggestion boxes or regular meetings with service providers.
Overall, lived experience has many benefits to the public services we all need. By incorporating the perspectives of people who have experienced challenges first-hand, service providers can develop more responsive, more efficient, person-centred services that better meet the needs of their communities. This can lead to better outcomes for customers, stronger, more resilient communities, and a more inclusive, equitable society for all.
