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In the heart of Bedok, where families and seniors gather, Filos Community Services found itself at a crossroads. The needs of the community were evolving rapidly. Mental health concerns were rising, the population was ageing, and the integration of health and social care was creating new complexities. Staff were stretched thin, juggling heavy caseloads and multiple projects, all whilst striving to deliver truly client-centric care.
The Turning Point: Partnership with IAL
Recognising the urgency for change, Filos partnered with the Institute for Adult Learning (IAL) under the NACE@IAL (NACE stands for National Centre of Excellence for Workplace Learning) network. Taking this initiative was a bold step towards empowering staff, fostering innovation, and building operational excellence. Guided by IAL’s workplace consultants, Filos embarked on a journey to apply Design Thinking practices and problem-solving approaches to real organisational challenges. Staff were encouraged to critically evaluate pain points, collaborate creatively across departments, and prototype solutions that directly addressed client needs.
“We joined the NACE@IAL initiative as we recognise the need to incorporate aspects of Design Thinking to implement programmes and services that cater to the diverse needs and requirements of Filos Community Services’ clients and staff.”
— Dr Foo Fung Fong, Former Executive Director
The Human Story: Voices of Change
The transformation was felt at every level!
“It was a fun learning journey for most of us as we worked with teams from other departments to apply design thinking to brainstorm for new ideas, ideate and prototype solutions.”
— Ms Katheleen Go, Assistant Director (Admin)
“It’s a refreshing change to see a project from a different point of view and a great opportunity to collaborate creatively with colleagues. Also, I was pleasantly surprised at how much we can accomplish within a few meetings, and it was satisfying to see how our ideas evolved into something meaningful.”
— Tracy Lye, Senior Executive
“It was interesting to explore using Design Thinking as a tool to come up with solutions for a problem that we're facing. It's not something we use consciously, so it was helpful to set out a bit of time from the busy work schedule to think about some more creative solutions.”
— Ruth Yeo, Senior Executive
From Challenge to Opportunity
Before the project began, Filos identified several areas for improvement: optimising workspace and resource management, strengthening volunteer engagement, and enhancing staff competencies to manage complex cases. These insights laid the groundwork for a proactive transformation focused on collaboration, innovation, and improved service delivery.
The Solution: Design Thinking in Action
With IAL’s support, Filos adopted a structured, collaborative approach. Cross-functional teams were formed, roles clarified, and outcomes defined. Through regular workshops, staff learnt to empathise with clients, define focus statements, ideate solutions, and prototype improvements. The result? Practical, client-centric enhancements. From workspace optimisation to better volunteer engagement and streamlined processes, all aligned with Filos’ mission.
The Results: Real Impact
By embracing Design Thinking and workplace learning, Filos has ignited a culture of innovation and collaboration. Staff are not only more confident and creative in solving challenges but are also reimagining how services can better uplift seniors and families. The result is a more connected, empowered team making a lasting difference in the community as follows:
- Enhanced Innovation Capability: Over 30 staff members are equipped with Design Thinking mindset, empowered to approach challenges creatively and with confidence.
- Operational and Service Improvements: Teams prototyped ideas that doubled space capacity, saved 15 hours per week, and launched new programmes for underrepresented seniors.
- Stronger Team Collaboration: Staff reported renewed motivation, deeper engagement, and greater confidence in applying innovative approaches into their flow of work.
- Community Impact: By embedding workplace learning and innovative practices into their operations, Filos has designed programmes that better meet the needs of the community, in return, attracting more seniors’ participation and improving service delivery for families and clients.
Scaling Up: The Journey Continues
With a strong foundation in workplace learning and innovation, Filos is building on its momentum. The organisation plans to extend Design Thinking practices to more teams, embedding continuous learning, collaboration, and adaptability into its culture. Upcoming initiatives include new engagement opportunities for older people and redesigned spaces for community activities, ensuring that innovation remains at the heart of Filos’ mission.
Ready to Transform Your Workforce?
Are you ready to take the next step? Discover how IAL’s workplace learning solutions can help your organisation achieve similar success.
Contact us today to start your own transformation journey.