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Characteristics
of Good
Services
Service Experience Camp 2018
3 November
Martin Jordan @Martin_Jordan
@Martin_Jordan
What?
Why?
@Martin_Jordan
There are plenty of
principles out there.
@Martin_Jordan
designprinciplesftw.com
@Martin_Jordan
823
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
Read: Hugh Dubberly’s free book on design process maps
@Martin_Jordan
Process vs. outcome
@Martin_Jordan
How teams work
How well the outcome
works for service users
@Martin_Jordan
In your own words, what
does a good service look
like?
@Martin_Jordan
At the UK Government,
we discuss this a lot.
@Martin_Jordan
Because we are the biggest
and oldest service provider
of the country.
@Martin_Jordan
So asking ourselves what
does good look like comes
pretty late, to be honest.
@Martin_Jordan
Government provides
thousand of services.
So, it needs quality
standards.
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
How well does your service
meet these criteria today?
ACTI VITY
Individually, fill in the form [5 mins]
@Martin_Jordan
Count your responses.
@Martin_Jordan
You’re not the first people
to have a look at these.
@Martin_Jordan
@Martin_Jordan
@Martin_Jordan
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.
@Martin_Jordan
Please tell us.
What are the barriers?
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.
@Martin_Jordan
What’s next?
@Martin_Jordan
Now

on Fast
Company
@Martin_Jordan
Now
in the
Service
Manual
@Martin_Jordan
Later in
a book
by Lou
@Martin_Jordan
Thanks for
joining &
participating!
Martin Jordan

@Martin_Jordan

designnotes.blog.gov.uk

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