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

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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.

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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

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