Service Design and Goverment

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SERVICE DESIGN AND

GOVERMENT

@redjotter

@lulumickelson

“’Design is integral to the DNA of each and every public service. Design is not a

matter of surface appearance. How public services are ‘designed’ is central to their purpose, their function, their character.”

Restarting Britain report

“Whether we realise it or not, most of government is mostly service design most of

the time. If we fail to acknowledge this, we’re doomed to short change our citizens and fall short of our policy goals. Applying

design can and should be everyone’s business.”

Matt Edgar, Government Digital Service

THE CHALLENGE

FUNDING.TIME CONSTRAINTS. CULTURE. RISK AVERSION. S H O RT T E R M T H I N K I N G . E VA LUAT I O N O B S E S S E D . PROCESS OVER OUTPUT. LACK O F I N T E R N A L C O M M S . I N F R A S T R U C U T R E . I N F L E X I B I L I T Y . F E A R . SKEPTICISM. COMMISSIONING

http://www.gov.scot/Publications/2005/11/28100404/AnnexA

“... there are few signs of public services building up the capacities needed to be

good commissioners of design.”

Geoff Mulgin, NESTA

WE SPEAK DIFFERENT LANGUAGES

THE GOAL

MAKE IT EASIER FOR DESIGNERS AND

GOVERNMENT TO COLLABORATE

OK PHEW…

1. TALK 2. LEARN 3. DO 4. MAKE

1.WHY ARE YOU HERE? 2.SHARE 3.CAPTURE

Sarah Drummond | #sdingov | @wearesnook

EXPLORE CO-PRODUCE

INFORM GUIDE LONGER TERM

DEVELOPMENT

DELIVER

SOLUTION

V S .

“I CAN TELL THAT MY MENTAL STATE ISN’T AT ITS BEST IF I START SPENDING TOO MUCH TIME BROWSING ON FACEBOOK.” - Lisa, 22

“MY BROTHERS SAY I SPEND WAY TOO MUCH TIME ON YOUTUBE AND IT CAUSES ARGUMENTS SOMETIMES. I DON’T THINK I DO! WELL, I MEAN ... ITS NOT LIKE I HAVE ANYTHING BETTER TO DO.” - Greig, 19

“I LIKE TO UPLOAD AN IMAGE OF SOMETHING THAT’S MADE ME SMILE, SOMETHING TO BE GRATEFUL FOR, EVERYDAY. IT SOUNDS CHEESY BUT IT KEEPS ME GOING.” - Jenny, 24

“…A DESIGN TEAM SHOULD BE INVOLVED AT THE EARLIEST STAGE OF COMMISSIONED WORK WITH INTERNAL TEAMS USING DESIGN TOOLS TO HELP

EXPLORE AND SHAPE THE REQUIREMENT PRIOR TO ANY PROCUREMENT BEING ESTABLISHED. THIS

AVOIDS THE RISK OF ‘GETTING THE RIGHT ANSWER TO THE WRONG PROBLEM’.”

(POLICY CONNECT, 2013)

LEARNER JOURNEY DATA JAM

“YOU DON’T SEE ANY ROUTES FROM 4TH YEAR... THERE SEEMS TO BE NO OPTION IF YOU ARE LEAVING 4TH YEAR.” College Student


“IT FEELS LIKE QUITE A MOMENTOUS OCCASION... I HOPE IN YEARS TO COME THAT THIS IS JUST PART AND PARCEL TO THE WAYS WE APPROACH THE COMPLEX PROBLEMS WE FACE AS A SOCIETY.” Harriet Hunter, Lead Creative, Scottish Government


“...THE APPROACH IN ITSELF IS A REALLY INSPIRATIONAL...AND THE FACT THAT IT IS ALSO BASED ON FEEDBACK AND INFORMATION FROM YOUNG PEOPLE MAKES IT EVEN MORE VALUABLE.” Rebecca Bale, Senior Policy Executive, UCAS

IN TEAMS OF THREE GRAB PERSONAS AND SCENARIOS … 20 MINS

gotha

1. Empathise

2. Remember what's already been done

3. Recognise complexity

4. Understand structures, hierarchies and politics

5. Speak plain english

6. Manage risk

7. Respect and acknowledge expertise

8. Switch to government time

9. Stay on mission

1.SIGN UP 2.FEEDBACK 3.THANK YOU

Hello Manchester You look nice

bye NYC You still look nice

let’s be friends

[email protected] @redjotter [email protected] @lulumickelson

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mailto:[email protected]

Service Design and Goverment

Design

Transcript of Service Design and Goverment