Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015

8,345 views

Published on

This slide deck ‘Prototyping Public Services’ was created by Katrin Dribbisch and presented at the GovJam 2015 in Berlin. It covers examples of design thinking and service design in the public sector and the use of prototyping in particular.

Published in: Design
  • Don't forget another good way of simplifying your writing is using external resources (such as ⇒ www.HelpWriting.net ⇐ ). This will definitely make your life more easier
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://redirect.is/fyxsb0u } ......................................................................................................................... Download Full EPUB Ebook here { https://redirect.is/fyxsb0u } ......................................................................................................................... Download Full doc Ebook here { https://redirect.is/fyxsb0u } ......................................................................................................................... Download PDF EBOOK here { https://redirect.is/fyxsb0u } ......................................................................................................................... Download EPUB Ebook here { https://redirect.is/fyxsb0u } ......................................................................................................................... Download doc Ebook here { https://redirect.is/fyxsb0u } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015

  1. 1. Service Design Berlin G O VJA M B E R L I N / J u n e 1 1 , 2 0 1 5 Prototyping Public Services Katrin Dribbisch
  2. 2. Who am I to talk about this topic? Katrin PhD Candidate, University of 
 Potsdam Service design enthusiast Co-founder of 
 Service Design Berlin Service Design Berlin Design thinker d.school alumni Social scientist Degree in political science
  3. 3. Design in the public sector Examples
  4. 4. Denmark: MindLab How can we better assist young jobseekers? — Photos: MindLab
  5. 5. UK: Alzheimer 100 project How can we improve the dementia patient experience? — Photos: Tan L, Szebeko D. Co-designing for dementia: The Alzheimer 100 project. AMJ 2009, 1, 12, 185-198.
  6. 6. Singapore: Ministry of Manpower How can we enhance the work visa application process for foreign citizens? — Photos: IDEO
  7. 7. Innovation-friendly environment & infrastructure needed — Photo: Katrin Dribbisch
  8. 8. Training & skill development for public servants to sustain innovation — Photo: Katrin Dribbisch
  9. 9. Design in the public sector A model
  10. 10. Artefact Product Interior Fashion Jewellery Graphic Web & New Media Artefact & Experience Engineering Interaction Design Human Computer Interaction User Experience Anthropological Design Human Centred Design Systems & Behaviour Urban Planning Service Design Architecture SMEs Strategic Design Culture Large Scale Systems Policy Design Systems Design Environment Public Service Infrastructure LevelofComplexity M O D E L Stratification of Design (Thinking) — S. Di Russo (2013): http://ithinkidesign.wordpress.com/2013/03/26/design-wars/
  11. 11. Environment Policy Design Public Service Infrastructure Systems Design Example: Dedicated parking spaces for car sharing in Berlin Large Scale Systems — Photo: Martin Jordan
  12. 12. — Photo: techcrunch.com Example: legislation to prevent holiday apartments in big cities Environment Policy Design Public Service Infrastructure Systems Design Large Scale Systems
  13. 13. Design in the public sector Challenges
  14. 14. Challenges for design-led innovation in the public sector • Creating authorising environments ! • Building and accessing capacity ! • Opening up bureaucracy to co-production — C. Bason (2013): Design-led Innovation in Government. In: Stanford Social Innovation Review.
  15. 15. Design in the public sector Principles
  16. 16. Design Principles for the public sector by IDEO
  17. 17. Design Principles for the public sector by IDEO
  18. 18. Prototyping before piloting Single aspects Entire service Early in the process
 (part of design-phase) At the end of the process
 (part of implementation) P R OTOT Y P I N G P I LOT I N G Proof of concept: Ability to change, iterate or overhaul Point of no return: Make small tweaks & adaptation Large investmentSmall investment
  19. 19. Prototyping in the public sector Three approaches
  20. 20. P R OTOT Y P I N G I N T H E P U B L I C S E C TO R Testing of artefacts EX A M P L E S 
 ! • forms • letters to citizens • info brochures • websites • apps ? W H AT 
 • prototypes of physical or digital aspects of a service
  21. 21. P R OTOT Y P I N G I N T H E P U B L I C S E C TO R Testing of artefacts •paper and cardboard prototypes •mock-ups of websites and apps (with post-its, wireframes, click dummies etc) •wizard-of-oz principle How to?
  22. 22. P R OTOT Y P I N G I N T H E P U B L I C S E C TO R Service Walkthrough EX A M P L E S 
 ! • testing of staff-customer interaction (in person, via phone, via e-mail) • prototypes of real-life physical spaces, e.g. service centre, service counters ? W H AT 
 • prototype of overall service experience • a special focus on the perspective of the service provider
  23. 23. P R OTOT Y P I N G I N T H E P U B L I C S E C TO R Acting out customer roles ? W H AT 
 • empathy tool • prototype of the service experience from the perspective of the service recipient EX A M P L E S 
 ! • testing staff-customer interaction, e.g. service centre or call centre • user tests
  24. 24. P R OTOT Y P I N G I N T H E P U B L I C S E C TO R Service Walkthrough & Acting out roles How to? •use LEGO model for space visualisation •prototype space in real-life dimensions •test staff-customer interaction by acting out roles •define relevant personas and user roles •describe use cases and scenarios
  25. 25. Artefact Product Interior Fashion Jewellery Graphic Web & New Media Artefact & Experience Engineering Interaction Design Human Computer Interaction User Experience Anthropological Design Human Centred Design Systems & Behaviour Urban Planning Service Design Architecture SMEs Strategic Design Culture Large Scale Systems Policy Design Systems Design Environment Public Service Infrastructure LevelofComplexity M O D E L Stratification of Design (Thinking) — S. Di Russo (2013): http://ithinkidesign.wordpress.com/2013/03/26/design-wars/
  26. 26. Takeaways
  27. 27. Take-aways Impact can range from small to big scale Explore different perspectives Think about the service ecosystem Consider internal and external users
  28. 28. Want to learn more after the jam?
  29. 29. Nov 13–14, 2015 Berlin / Germany www.serviceexperiencecamp.de Interactive conference for Service Innovators
  30. 30. Thank you! servicedesignberlin.de @SD_Berlin & @katrin_thinking fb.com/servicedesignberlin Icons by Lil Squid, Edward Boatman, Gonzalo Bravo, Jeremy J Bristol, Attilio Baghino, Lorena Salagre, DesignNex, Nicholas Menghini, Joe Richardson, Guvnor Co, Mourad Mokrane, Hadi Davodpour, iconsmind.com, Luis Prado, Erwin Supriyatna, Jens Tärning

×