Onlinepublicservice sd

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A short overview of Service Design and online public services at the launch of the Online public service manifesto by Consumer Focus and Think Public

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  • Designers! Stop designing chairs! - this was cruel but that's right!
    In fact, there is furniture company in PL called VOX, that designed and produced a new line for teenagers, referring to their strange habits, rutines and style (one could say furniture-as-a-service approach) - co-created with teens ideas were quite simple ideas and quite clever at the same time. There was no competition in that value zone. Design and communication came from the same, one, holistic concept. Demand exceeded production capacities and people wait about 2-3 months to get their simple but clever furniture.
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Onlinepublicservice sd

  1. 1. Designing online public servicesSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  2. 2. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  3. 3. First Things First ventures and initiatives projects and collaborationsSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  4. 4. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  5. 5. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  6. 6. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  7. 7. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  8. 8. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  9. 9. EMERGENT PRACTICE OF SERVICE DESIGNSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  10. 10. AN INTANGIBLE PRODUCT WE EXPERIENCE IN TIME THROUGH MULTIPLE TOUCHPOINTS ANDSarah Drummond | Snookwearesnook.comsarah[at]wearesnook.com@rufflemuffin CHANNELSCo founder + Director of Design
  11. 11. MOST COMPANIES BELIEVE THAT THEYPROVIDE A GOOD SERVICESarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  12. 12. ONLY 8% OF THEIR CUSTOMERS AGREESarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  13. 13. SERVICES ACCOUNT FOR 75% OF THE WESTERN ECONOMY BUT ARE RARELY DESIGNED WITH THE SAME CARE AND ATTENTION TO DETAIL AS PRODUCTSSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  14. 14. dis er c iv l ov de er lop def ve ne i deSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  15. 15. "You should put yourself In my position, Put Yourself In tHe users PosItIon, I tHInK tHat doesnt HaPPen enougH" Isabella, 53, PengeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  16. 16. COCREATION PEOPLE PROTOTYPINGSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  17. 17. THIS IS ALL ABOUT PEOPLE - do the friends and family testSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  18. 18. THINK IN JOURNEYSSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  19. 19. PrototypeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  20. 20. JOINING UP AND SEEING THE BIG PICTURESarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  21. 21. "It would be wrong for public services to be 100% online. What if you live in an area which doesnt have good broadband access? Or what if English isnt your first language?"Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  22. 22. Visualise andtell storiesSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  23. 23. BRINGING IDEAS TO LIFESarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  24. 24. cocreateSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  25. 25. "the majority of the attention has focused on the mechanics of shifting public services online, working out how to drive more traffic to them"Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  26. 26. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  27. 27. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  28. 28. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  29. 29. It requires public services to build the capacity to innovate. - be more agile - work with designers and developers - allow time to investigate - change mindsets/new cultures - embed design into your dna - embed cocreation into the orgSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  30. 30. you are a felt tip fairyit is hard being a designer in apublic body!!!Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  31. 31. Procurement vs Problem Solving Buying solutions off the shelf?Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  32. 32. Changingthe DNASD&I (service design &innovation) team created*mindset*behaviour*culture*systems*practiceSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  33. 33. Balancing - deliveryMy World of WorkSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  34. 34. "does this mean i will bemade redundant?"Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  35. 35. Balancing - embedding This is service designSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  36. 36. Breaking barriers Getting out there, doing small projectsSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  37. 37. The Barriers Its all a bit fuzzy "Most managers are trying to design variance out of the system and cannot handle a process which starts off not knowing where it will eventually get" Roger Martin, The Design of BusinessSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  38. 38. embedding design design is one piece of the puzzle work in projects and work across sectorsSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  39. 39. "We Want onlIne PublIC servICes tHat are easY to understand and use" this should be a bottom line. what would you want someone to say after using your service?Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  40. 40. whats the vision?what new ways of seeing and being couldwe consider in the use and delivery ofpublic services?coproduction?community work?mutuality?it may be difficult to imagine but design can helpbring form to ideas and imagination.Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin
  41. 41. wearesnook.com @wearesnook Sarah Drummond Director of Design sarah@wearesnook.com @rufflemuffinSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@rufflemuffin

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