Day 1: Service Design Champions

What will I get out of the programme?

The Service Design Champions Programme introduces the key principles of service and user-focused thinking. It brings together people involved in designing and delivering public services and policy to help them become champions of the service design approach within their organisation.

It explores questions such as:

  • How do we make sure we are solving the right problem?
  • How do we understand the behaviours, contexts and needs of our service users?
  • What does good service design look like (and how do I know when it its going wrong)?

What happens on day one?

On day one we introduce service design – what is it, when and where should it be applied and how it relates to other activities such as improvement science.

We cover the following areas throughout the day:

  • What are the common challenges faced when doing service design in the public sector?
  • Why is mapping services from a user’s perspective important and how is it done?
  • How can service opportunities be identified and how might we approach defining a project?
  • What does good service design look like?

Where can I find out more about…

What service design is

Video explaining what service design is and how it works – pulls out the idea that Government services are complex – What is Service Design?

Why do service design in the public sector

Design Council – Transforming Public Services

Design for Europe

What good service design looks like

Take a look at the following organisations who share examples of their projects online:

Snook – service design agency based in Glasgow and London, helping organisations make their services better

LiveWork –  research and design consultancy and global pioneer of service design

Design for Europe – a three-year programme to support design-driven innovation across Europe

FutureGov – helping local and national authorities across four continents think differently about public services.

On day one we discuss ‘Accidental Design: Working with mental health users’ which was a talk by Katherine Garzonis from University College London, at Service Design in Government conference, 2016.

How to do service design

Nesta – Designing for Public Services – a practical guide

A toolkit on how to invent, adopt or adapt ideas  – DIY Development Toolkit

Service Design toolkit

British Columbia Public Service – Service Design Playbook

UK Government Digital Service – Government Service Design Manual

How to apply a design thinking, HCD, UX or any creative process from scratch

Book – Service Design, from insight to implementation

Book – The Service Innovation Handbook

Project Scoping Template – used by the user research and service design team at the beginning of projects as a planning tool.

Who to follow

@lixindex – Lucy Kimbell – Artist, designer and social scientist

@IDEO – Bringing human centred design to the people who need it most

@Marthalanefox – founder of doteveryone

@designcouncil – using people-centred design to enable positive social, environmental and economic change

@SDNetwork – Service Design Network

@HilaryCottam ‏- Hilary Cottam – social entrepreneur focused on the reform of the welfare state.

@apolaine ‏- Andy Polaine – Co-author of ‘Service Design: From Insight to Implementation’