Day 2: 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 two?

On day two we introduce user research – what is it, why we should do it and how we do it.

We cover the following areas throughout the day:

  • Why do user research?
  • How should we engage with service users, and how do we build our understanding of their lives and service needs?
  • What are the key stages, methods and tools for doing user research?

Where can I find out more about…

Why to do user research

Excuses, Excuses! Why Companies Don’t Conduct User Research

How to do user research

Government Digital Service – User research service manual

IDEO – Design Kit

How to collect inputs from others in a conversation that uncovers their perspective – Interview guide

User research can be done at any point in the design cycle. This list of methods and activities can help you decide which to use when –

Scottish Government – Digital First Service Standard

Videos played on the day

Eric Dishman – Ethnography, Evidence, Ecosystem

A scene from Werner Herzog’s The White Diamond…

Why kids lie