Library Local Government Service Design Maturity Model "The Local Government Service Design Maturity Model has been developed for service designers in local authorities to use with council staff. It helps councils to explore how well they support and grow service design practice. Councils can use the model to ascertain where service design approaches are already adding value or could add more value, and to identify opportunities to develop the capabilities and conditions for service design to thrive."
Library Public sector design — time for a reset Public services should work much harder for the public. However, the new UK government isn’t going to meet its aspirations for digital and data unless it resets the public sector’s approach to design.
Library Comparing service design and business analysis As I’ve spoken about service design over last few years a number of people have told me that they are business analysts and that they do the things that a service designer does. I’ve especially heard this a lot working with government organisations in the UK. I’ve also seen service designers working more like business analysts which doesn’t always help the teams or organisations they’re working with.
Library Boring magic Recently I’ve been working on a team thinking about what digital government services might be like in the near future. Conor, our interaction designer, summed up the last 9 years rather well. ‘We essentially create boring magic.’
Library ‘We’re not leaving this bar until we’ve come up with such a great idea that I can’t sack you’ The third list I’m going to tell you about very quickly is the BBC iPlayer, which of course is nothing more than a list, presented well. A list of telly programmes and radio programmes. I thought I’d tell you the story of how we came up with it in the very, very first place, before it was a list.
Library There is no ‘digital service design’ Service design will never be effective if it’s only seen as ‘digital’ or given the remit to work as ‘digital’.
Library UX Theatre: Are You Just Acting Like You’re Doing User-Centered Design? Organizations have latched on to "user-centered design" as a buzzword. In many cases, executives seem to misinterpret it as a euphemism for "thinking from a user's perspective." They don't fund user research or provide project owners the latitude to create teams that include UX and service designers. For all the talk about users, there is no consideration given to including them in the design and delivery process.
Library Where do service designers fit within an organisation? Many services (as end users would know them) transcend teams, directorates, organisations or departments. It’s not obvious where service designers should sit, since we want them to be working on services which by nature don’t always fit current organisation structures.
Library 15 Principles of Good Service Design The 15 universal principles for designing services that work for users. Use them to design, assess or monitor the quality of any service.
Library INVEST in Good Stories, and SMART Tasks A pidgin language is a simplified language, usually used for trade, that allows people who can’t communicate in their native language to nonetheless work together. User stories act like this. We don’t expect customers or users to view the system the same way that programmers do; stories act as a pidgin language where both sides can agree enough to work together effectively.
