Days 3 & 4: Service Design Champions

On the final two days of the Service Design Champions programme, the focus is on tackling a service design challenge – an opportunity to try out service design tools and methods.

How can I get involved with the Scottish Approach to Service Design?

We encourage you to join the Scottish Approach to Service Design Group to continue the conversations from the programme, and link up with other people who are working in this space.

Where can I find out more about…

Considering ethics when doing research

A practical guide on how to seek and share insights about people’s lives in an ethical way – Ideo  Little book of design research ethics

Australian Government Digital Transformation Agency – Ensuring informed consent in user research

Personas

Mail chimp – User Persona Research

Persona template – used by the user research and service design team to capture draft personas.

Journey mapping and how to do it

Why bother – Why we use user journey maps in Government

How to – How to make a user journey map

‘As is’ user journey template – used by the user research and service design team to map existing user journeys.

‘Hypothetical’ user journey template – used by the user research and service design team to map user journeys before research has been undertaken.

Using the improvement model to test ideas

PDSA record sheet – used by the Improvement team to define an approach to testing a change.

Defining the problem

Problem definition template – used by the user research and service design team to capture a shared understanding of the problem space or issue to be explored.

Exploring solutions

Pass it on template – used by the user research and service design team to quickly create concepts in a team.

Service proposition template – used by the user research and service design team to present the benefits of the service from the perspective of the users as well as the organisation.

Who to follow

@leisa ‏- Leisa Reichelt – Service Design & User Research at Digital Transformation Office

@katyarnie – Katy Arnold – Head of User Research & Design, Home Office

@skrug ‏- Steve Krug – author of Don’t Make Me Think – a common sense approach to web usability

@NNgroup ‏- Nielsen Norman Group – usability advocates offering evidence-based user experience (UX) research, training, consulting

@steveportigal – Steve Portigal – author of ‘Interviewing Users: How to uncover compelling insights’

@indiyoung – Indi Young – co-founder of the UX agency Adaptive Path, author of ‘Practical Empathy: For collaboration and creativity in your work

‏@cjforms – Caroline Jarrett – Forms and survey specialist

@danachis ‏- Dana Chisnell – teaches design in government at the Harvard Kennedy School of Government, Director or Center for Civic Design

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