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Made Open Service Design

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Why is Service Design important? This slide deck seeks to answer this question and provides and overview of the process, methods and tools we apply to design better services.

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Made Open Service Design

  1. 1. Service I Design I Technology
  2. 2. Why is Service Design important? Critical to improving customer experience. Provides a process that enables organisations to truly understand their service users and engage in meaningful ways. Leads to operational efficiencies and competitive differentiation – driving profits and cost savings. Made Open
  3. 3. © Design Council Project photo – Designing the future of Adult Social Care workshopThe Double Diamond Design Process The Process
  4. 4. Our Service Design Tools and Techniques Project photo – Designing the future of Adult Social Care workshopMade Open Project: Designing the future of Adult Social Care
  5. 5. Discovery Bring people together to share challenges and agree goals. Project photo – South West Global Service Design JamMade Open Project: Global Service Design Jam
  6. 6. Data Analysis Data can help us understand problems and identify areas for further research. Project photo – South West Global Service Design JamMade Open Project: Global Service Design Jam
  7. 7. Community Engagement Creative engagement methods help us gather insight and build a shared understanding of the problem. Project photo – Designing the future of Adult Social Care workshopMade Open Project: Community engagement campaign to encourage young people to vote
  8. 8. Digital Platforms Social media is a great way to gather opinion. Our community platform promotes collaboration through the exchange of ideas, knowledge time and resources. Project photo – Presenting a new community toolkit at the Design Council Made Open
  9. 9. Community Mapping Map the people, knowledge, resources and places that exist. Project photo – New Work Cornwall workshopProject photo – Designing the future of Adult Social Care workshopMade Open Project: New Work Cornwall
  10. 10. Visioning workshop Helps teams develop a shared vision Ethnography Shadow users or spending time with them discussing their lived experience in real context. Project photo – BT ALFI Telecare serviceMade Open Project: BT Alfi Telecare Service
  11. 11. User Experience Develop ‘Personas’ to represent different end users and providers of a service. Project photo – Designing the future of Adult Social Care workshopMade Open Project: Designing the future of Adult Social Care
  12. 12. User Journies Analyse and map a service from a user’s point of view. Map key touch points and physical interactions. Project photo – Designing the future of Adult Social Care workshopMade Open Project photo – BT Alfi Telecare Service
  13. 13. Co-design Enable groups of people to come together to co-design solutions. Project photo – South West Futures workshopProject photo – Designing the future of Adult Social Care workshopMade Open Project: South West Futures workshop with the RSA
  14. 14. Challenges ‘Change cards’ are used to build a shared understanding of the problem. Workshop Tools Workshop tools such as ‘change cards’ can alter the scope of the problem by prompting new perspectives. Project photo – Export Jam (with Policy Lab)Made Open Project: Designing the future of Export (with Policy Lab)
  15. 15. Visualise Ideas Sketching is a good way to visualise new ideas. Project photo – New Work CornwallMade Open Project: New Work Cornwall
  16. 16. Prototyping Table top prototyping and modeling helps teams to visualise how a service might work and test assumptions. Project photo – Co-designing the future of policing (with Policy Lab)Project photo – Designing the future of Adult Social Care workshopMade Open Project: Fuel Poverty and Energy Efficiency Workshop
  17. 17. Service Blueprinting Service blueprints help to illustrate the intended service delivery across different channels (e.g: digital, phone, face 2 face). Project photo – Designing the future of Adult Social Care workshopMade Open Project: BT Alfi Telecare Service
  18. 18. Connect. Share. Collaborate Project photo – Presenting a new community toolkit at the Design Council Made Open Project: Presenting the new Community Toolkit at the Design Council
  19. 19. Project photo – Designing the future of Adult Social Care workshopClients and Partners Local & Central Government Community Development Charities Here are just some of the organisations we’ve designed services with:
  20. 20. Who do we work with? “The team at Made Open helped us work collaboratively with citizens, service providers, commissioners and the voluntary sector to improve the quality and sustainability of our services.” Denbigh Cowley – Programme Manager Cornwall’s Transformation Challenge Award Project photo – Designing the future of Adult Social Care workshopTestimonial
  21. 21. Who do we work with? “One key objective was to use service design to bring key partners together and to ‘sell’ the design process to work on new types of solutions. By working together with experienced designers at Made Open we gave staff ‘permission’ to think differently, and to be more innovative to solve problems.” Amanda Pujol, Business Manager, Health & Housing, Teignbridge Council Project photo – Designing the future of Adult Social Care workshopTestimonial
  22. 22. Project photo – Designing the future of Adult Social Care workshopMade Open To find out how Service Design can help your organisation please contact: Kathryn Woolf Kathryn@madeopen.co.uk 01872 862547 or visit our website www.madeopen.co.uk

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