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Characteristics of Good Service / Martin Jordan

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This is Martin Jordan’s presentation from Service Experience Camp 2018 on Characteristics of good service, held on Day 2.

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Characteristics of Good Service / Martin Jordan

  1. 1. Characteristics of Good Services Service Experience Camp 2018 3 November Martin Jordan @Martin_Jordan
  2. 2. @Martin_Jordan What? Why?
  3. 3. @Martin_Jordan There are plenty of principles out there.
  4. 4. @Martin_Jordan designprinciplesftw.com
  5. 5. @Martin_Jordan 823
  6. 6. @Martin_Jordan
  7. 7. @Martin_Jordan
  8. 8. @Martin_Jordan
  9. 9. @Martin_Jordan
  10. 10. @Martin_Jordan Read: Hugh Dubberly’s free book on design process maps
  11. 11. @Martin_Jordan Process vs. outcome
  12. 12. @Martin_Jordan How teams work How well the outcome works for service users
  13. 13. @Martin_Jordan In your own words, what does a good service look like?
  14. 14. @Martin_Jordan At the UK Government, we discuss this a lot.
  15. 15. @Martin_Jordan Because we are the biggest and oldest service provider of the country.
  16. 16. @Martin_Jordan So asking ourselves what does good look like comes pretty late, to be honest.
  17. 17. @Martin_Jordan Government provides thousand of services. So, it needs quality standards.
  18. 18. @Martin_Jordan
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  20. 20. @Martin_Jordan
  21. 21. @Martin_Jordan
  22. 22. How well does your service meet these criteria today? ACTI VITY Individually, fill in the form [5 mins]
  23. 23. @Martin_Jordan Count your responses.
  24. 24. @Martin_Jordan You’re not the first people to have a look at these.
  25. 25. @Martin_Jordan
  26. 26. @Martin_Jordan
  27. 27. @Martin_Jordan
  28. 28. What are the barriers? ACTI VITY [10 mins] Choose one point which you think there would be resistance, barriers or challenges to for your service. Gather around that point. In groups of 3, discuss the barriers and how you would counter them. Capture your ideas on post-it notes.
  29. 29. @Martin_Jordan Please tell us. What are the barriers?
  30. 30. What are good examples? ACTI VITY [3 mins] Discuss and note examples of where you have seen these characteristics seen applied in existing services – from both the private and public sector.
  31. 31. @Martin_Jordan What’s next?
  32. 32. @Martin_Jordan Now
 on Fast Company
  33. 33. @Martin_Jordan Now in the Service Manual
  34. 34. @Martin_Jordan Later in a book by Lou
  35. 35. @Martin_Jordan Thanks for joining & participating! Martin Jordan @Martin_Jordan designnotes.blog.gov.uk

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