Why is Service Design important? A summary of our design process at Made Open including a range of tools and techniques.

1. Service I Design I Technology

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
Project:
Adop1on
and
Fostering
Service

3. ©
Design
Council
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
The
Double
Diamond
Design
Process

4. Our Service Design
Tools and Techniques
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
Designing
the
future
of
Adult
Social
Care

5. Discovery workshops
Bringing people together to agree
goals and develop a shared vision.
Project
photo
–
South
West
Global
Service
Design
Jam
Made
Open
Project:
Global
Service
Design
Jam

6. Understanding challenges
Outreach methods that build
A shared understanding of
the problem.
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
Campaign
to
encourage
young
people
to
vote

7. Visioning workshop
Helps teams develop
a shared vision
Ethnography
Shadowing users or spending time with
Them discussing their lived experience
in real context.
Project
photo
–
BT
ALFI
Telecare
service
Made
Open
Project:
BT
Alfi
Telecare
Service

8. User Experience
We develop ‘Personas’ to represent
different end users.
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
Designing
the
future
of
Adult
Social
Care

9. User journey mapping
Detailed analysis of a service from a
user’s point of view. Mapping key touch
points and physical interactions.
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project
photo
–
BT
Alfi
Telecare
Service

10. Asset mapping
Mapping the skills, knowledge
resources and places that exist.
Project
photo
–
New
Work
Cornwall
workshop
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
New
Work
Cornwall

11. Co-design workshops
Enable groups of people to
come together to share ideas.
Project
photo
–
South
West
Futures
workshop
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
South
West
Futures
workshop
with
the
RSA

12. Challenges
‘Change cards’ are used to
build a shared understanding
of the problem.
Change Cards
We use change cards in co-design
workshops to change 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)

13. Sketching
Rapid idea generation.
Sketching is a good way
to visualise new ideas.
Project
photo
–
New
Work
Cornwall
Made
Open
Project:
New
Work
Cornwall

14. 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
workshop
Made
Open
Project:
Fuel
Poverty
and
Energy
Efficiency
Workshop

15. Service Blueprinting
Service blueprints reveal
the intended service delivery
across different channels (e.g:
digital, phone, face 2 face).
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Project:
BT
Alfi
Telecare
Service

16. Digital Platform
Our crowdsourcing platform promotes
collaboration through the exchange of ideas,
knowledge time and resources
Project
photo
–
Presen1ng
a
new
community
toolkit
at
the
Design
Council
Made
Open

17. Toolkits
Facilitation
Training
Project
photo
–
Presen1ng
a
new
community
toolkit
at
the
Design
Council
Made
Open
Project:
Presen1ng
the
Community
Toolkit
at
the
Design
Council

18. Who do we work with?
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Clients

19. Who do we work with?
“The
team
at
Made
Open
are
helping
us
work
collabora9vely
with
ci9zens,
service
providers,
commissioners
and
the
voluntary
sector
to
improve
the
quality
and
sustainability
of
our
services.”
Denbigh
Cowley
–
Programme
Manager
Cornwall’s
Transforma1on
Challenge
Award
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Tes1monial

20. Who do we work with?
“One
key
objec9ve
was
to
use
service
design
to
bring
key
partners
together
and
to
‘sell’
the
design
process
to
work
on
new
types
of
solu9ons.
By
working
together
with
experienced
designers
at
Made
Open
we
gave
staff
‘permission’
to
think
differently,
and
to
be
more
innova9ve
to
solve
problems.”
Amanda
Pujol,
Business
Manager,
Health
&
Housing,
Teignbridge
Council
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Tes1monial

21. How can we help you?
Find out more at
www.madeopen.co.uk
Project
photo
–
Designing
the
future
of
Adult
Social
Care
workshop
Made
Open
Tel:
01872
862547
E-­‐mail:
hello@madeopen.co.uk