The benefits of service design in government FIVE ......Christian Bason, Ph.D. CEO, DANISH DESIGN...
Transcript of The benefits of service design in government FIVE ......Christian Bason, Ph.D. CEO, DANISH DESIGN...
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Christian Bason, Ph.D. CEO, DANISH DESIGN CENTRE
The benefits of service design in government
FIVE DIMENSIONS OF VALUE
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“Design is fundamentally about value creation.”
Angela Meyer, in The Handbook of Design Management (2011)
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Empowering business, people and society to shape the next
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Foto: Rasmus Hjortshøj
About Danish Design Center
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Policy Press 2010Gower Ashgate 2014 Policy Press 2017 EU Commission 2013
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HOW DOES DESIGN DRIVE VALUE CREATION AND
CHANGE ?
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Insight-led Understanding citizens and business in their context.
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Ideation-led New ideas and concepts co-created across multiple stakeholders.
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Vision-led Driven by the ambitious imagination of better futures.
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HOW TO UNDERSTAND THE VALUE OF DESIGN IN A
GOVERNMENT CONTEXT?
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We know quite a lot about the value of design for business…
Source: DMI
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Sources: Danish Design Centre & DI (2018); McKinsey & Co (2018)
Because design clearly drives differentiation and competitiveness…
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Measuring the value of design in business is to some extent easy, as it relates to quantifiable metrics like return to shareholders or revenue growth…
…but what about the value of design in the public sector?
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Value of design innovation in government: a framework
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Inputs Outputs OutcomesEfficiency Effectiveness
Administrative innovation Policy innovationService innovation
Democracy innovation
Democracy
Productivity Service Results
Four types of value of public sector innovation
Source: Bason (2010) Leading Public Sector Innovation
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Inputs Outputs OutcomesEfficiency Effectiveness
Administrative innovation Policy innovationService innovation
Democracy innovation
Democracy
Productivity Service Results
FIVE types of value of public sector innovation
Employees Source: Bason (2010) Leading Public Sector Innovation
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The challenge is not to create one kind of public
value through design work. It is to improve multiple dimensions of value —
simultaneously.
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Results
Productivity
Service experience
Democracy
Employee satisfaction
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Results
Productivity
Service experience
Democracy
Employee satisfaction
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WHAT ARE “SIGNS” OF PUBLIC VALUE CREATION
BY DESIGN?
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Design + productivity
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PRODUCTIVITY: 21:1 ROI Saving time for staff and companies
Source: MindLab
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Design + service
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Source: The Good Kitchen
SERVICE: 100+ user increase first year From meals on wheels to restaurant style
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Design + outcomes
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Source: Vejle municipality
OUTCOMES FOR CITIZENS: From 0 to 5 Increasing human relations for disabled residents
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Source: Danish Design Centre
OUTCOMES FOR BUSINESS: 8 mill -> 160 mill DKK Catalysing innovation and economic growth
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Design + democracy
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DEMOCRACY FOR CITIZENS Making your responsibilities transparent
Source: Ministry of Taxation
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Design + employees
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EMPOWERING STAFF TO DRIVE CHANGE Giving the users voice to health care staff
Source: MindLab
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THREE FUTURE DIRECTIONS FOR
MEASURING THE VALUE OF DESIGN
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#1 We need to up our game
when it comes to measuring the value of design in
government. 35
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Awarding with only slight evidence.
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The natural sciences look at how the world is.
Design looks at how the world could be.
Herbert Simon
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Conflicting paradigms
The world of innovation (design) and the world of evaluation (measurement of value) sometimes seem to not connect at all.
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DESIGN EVALUATION
Focus Future Past
Style Synthetic, iterative & playful Analytical, linear & systematic
Reasoning Abductive Deductive, inductive
Attracts Designers, anthropologists, engineers Economists, lawyers, political scientists
Success criteria Creating new value Documenting past performance
Design vs evaluation
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#2 Even fast and early
capturing of experience in the design process is worth
something. 40
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Boxing Future Health
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Most for mostResilience, consensus, acceptance of limits to
treatment, stability, efficiency, prioritization, security.
Boxing Future Health
!42
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"Provocative, catalyst for change, explore extreme situations, personal, makes the future tangible, visualize different trends, embrace various outcomes, interprets the intangible, create common vision, understanding and language, gives everyone a voice in the problem space, trigger a nuanced discussion - which triggers action, eliminate pre-conceived notions, gets outside the official future.”
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#3 Leaders engaged with
design in government have a crucial responsibility to insist on value creation.
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www.ddc.dk
@christianbason