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Service
Design
Drinks
T H E W Y E / J U N E 1 9 , 2 0 1 3
Public Service
Design
Overview
Why?
What?
How?
Gov Jam retrospective
Where?
Exercise
Martin
User Experience,
Nokia
Katrin
PhD Candidate,
University of
Potsdam
Who are we?
Olga
Business
Consultant
Manuel
Freelance
Service
Designer
Gov Jam retrospective STATS & FAC TS
35 LO C AT I O N S 121 P R OJ E C TS
Gov Jam retrospective STATS & FAC TS
1,975T W E E TS 13 O F P E O P L E
AV R . N O.
P E R JA M
576
R E G I ST E R E D
JA M M E R S
0
10
20
30
40
50
60
70
San José Bologna Perth Scicli LA / SF
N O. JA M M E R S @ LO C AT I O N S
365
T W E E T E D
P I C T U R E S
Gov Jam retrospective TO P I C
“HV SVNT
DRACONES”
Elevator Pitches 4 CO N C E P TS
Concept 1 PA R E N T 4 PA R E N TS
(Not only) for single parents, who
need help every once in a while,
Parents 4 Parents is a self-help
network, which is created and
improved by its members.
Unlike the time-consuming
contact withe the administration,
P4P provides help quickly,
unbureaucratically, free... and
always smiles.
More information about the project here:
http://www.govjam.org/project/21859
Concept 2 C R E AT I V E F R I DAY
For experienced staff in the public
sector who miss appreciation and
want to participate actively,
“Kreativer Freitag” is a concept
which offers a space for creativity
and ideas.
Unlike team circles or daily
routine, it provides knowledge
exchange, the concepting and
implementation of new ideas and
approaches and the staff will feel
more appreciated.
More information about the project here:
http://www.govjam.org/project/21849
Concept 3 DA S E R F O LG ST E A M
For confused and disoriented
young adults who are looking for
jobs, the “Erfolgsteam” is a
consulting approach which makes
use of group dynamics.
Unlike anonymous one-to-one
consulting, it enables young
adults to start going their own
way curageously and to be self-
confident.
More information about the project here:
http://www.govjam.org/project/21850
For teenagers and young
unemployed people who don't want
to bother with the administration,
“world of workcraft” is an
application, which uses
gamification as part the ALG-
application (unemployment
support) process. Unlike the
conventional form of the
‘Bundesagentur für Arbeit’ (agency
for employment), “world of
workcraft” uses the language of its
users.
More information about the project here:
http://www.govjam.org/project/21859
Concept 4 W O R L D O F W O R KC R A F T
Photos: Linda Nyland, David Levene / The Journey to the Interface
Public Services
What? D E F I N I T I O N
— W I K I P E D I A
‘Public Service’
“A public service is a service which is provided
by government to people living within its
jurisdiction, either directly (through the
public sector) or by financing private provision
of services.”
What? EX A M P L E S E C TO R S
Law enforcement Fire service Education
Public libraries Public transit Waste managementPublic broadcasting
Urban planning Water supply Gas & electricity Social services
Health care
Icons: Jan Windisch, Jamie Hamilton, Luis Prado, Jayson Lim, Benjamin Brandt, Ofer Lehr / The Noun Project
“Design is integral to the DNA of each and every
public service. How public services are ‘designed’
is central to their purpose, their function, their
character.”
— D E S I G N CO M M I S S I O N
‘Restarting Britain 2’
Why? P U B L I C S E R V I C E D E S I G N
engaging citizens
saving money
meeting needs
humanising services
Icons: Brock Kenzler / The Noun Project
1 Start with needs*
2 Do less
3 Design with data
4 Do the hard work to make it simple
5 Iterate. Then iterate again.
6 Build for inclusion
7 Understand context
8 Build digital services, not websites
9 Be consistent, not uniform
10 Make things open: it makes things better
* – user needs not government needs Source: https://www.gov.uk/designprinciples
How? D E S I G N P R I N C I P L E S O F G O V.U K
Where? A P P L I C AT I O N S
redesigning policies
redesigning individual services
moving beyond the idea of discrete services
and redesigning what organisations as a
whole do, i.e. systems-level design
In public sector work, design can be applied to
different levels of transformational challenge:
Icons: Jerry Wang / The Noun Project
Book tip
‘Die wandlungsfähige
Verwaltung’
by Sarah Költzow,
Jonas Kwaschik, Philip Palm
www.wandelgestalter.de
Exercise
Exercise
Create a KrisMap, an organisational persona,
for a public service of your choice.
How does your organisation want to be perceived?
What would the welcome experience look like?
Olaf Lewitz,
Independent coach
Your guide:
Ask yourself
1. What’s missing so that I …
•would want to meet this person?
•would want to hire this person?
•would want to date that person?
•would want to be that person?
2. Create a welcome experience
— pick the 3 most essential attributes!
Exercise
You have got 20 minutes!
Take-away
Take-away
service design for the public sector can be
applied on individual service level, on policy
level and with regards to organisational
change
following certain design principles helps to
create better public services
public services need to & can be ‘designed’
Reading recommendations
John Seddon
‘Systems
Thinking in
the Public
Sector’
Bryan Boyer,
Justin W. Cook
& Marco
Steinberg:
‘Recipes for
Systemic
Change’
Recipes
forSystemic
Change
In Studio:
Bryan Boyer,
Justin W. Cook &
Marco Steinberg
Sophia Parker
& Joe Heapy:
‘The Journey
to the
Interface’
Design
Commission:
‘Restarting
Britian 2’
Olaf invites
Culture Fitness Training
July, 15 & 16 in Berlin
http://culturefitnesstraining.eventbrite.de
Your code to save 33%: ‘SDBERLINDRINKS’
We invite
Service Experience Camp
September, 14 & 15
http://serviceexperiencecamp.de
See you at
the next
service design
meet-up
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin

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Public Service Design / Service Design Drinks Berlin

  • 1. Service Design Drinks T H E W Y E / J U N E 1 9 , 2 0 1 3 Public Service Design
  • 3. Martin User Experience, Nokia Katrin PhD Candidate, University of Potsdam Who are we? Olga Business Consultant Manuel Freelance Service Designer
  • 4. Gov Jam retrospective STATS & FAC TS 35 LO C AT I O N S 121 P R OJ E C TS
  • 5. Gov Jam retrospective STATS & FAC TS 1,975T W E E TS 13 O F P E O P L E AV R . N O. P E R JA M 576 R E G I ST E R E D JA M M E R S 0 10 20 30 40 50 60 70 San José Bologna Perth Scicli LA / SF N O. JA M M E R S @ LO C AT I O N S 365 T W E E T E D P I C T U R E S
  • 6. Gov Jam retrospective TO P I C “HV SVNT DRACONES”
  • 7. Elevator Pitches 4 CO N C E P TS
  • 8. Concept 1 PA R E N T 4 PA R E N TS (Not only) for single parents, who need help every once in a while, Parents 4 Parents is a self-help network, which is created and improved by its members. Unlike the time-consuming contact withe the administration, P4P provides help quickly, unbureaucratically, free... and always smiles. More information about the project here: http://www.govjam.org/project/21859
  • 9. Concept 2 C R E AT I V E F R I DAY For experienced staff in the public sector who miss appreciation and want to participate actively, “Kreativer Freitag” is a concept which offers a space for creativity and ideas. Unlike team circles or daily routine, it provides knowledge exchange, the concepting and implementation of new ideas and approaches and the staff will feel more appreciated. More information about the project here: http://www.govjam.org/project/21849
  • 10. Concept 3 DA S E R F O LG ST E A M For confused and disoriented young adults who are looking for jobs, the “Erfolgsteam” is a consulting approach which makes use of group dynamics. Unlike anonymous one-to-one consulting, it enables young adults to start going their own way curageously and to be self- confident. More information about the project here: http://www.govjam.org/project/21850
  • 11. For teenagers and young unemployed people who don't want to bother with the administration, “world of workcraft” is an application, which uses gamification as part the ALG- application (unemployment support) process. Unlike the conventional form of the ‘Bundesagentur für Arbeit’ (agency for employment), “world of workcraft” uses the language of its users. More information about the project here: http://www.govjam.org/project/21859 Concept 4 W O R L D O F W O R KC R A F T
  • 12. Photos: Linda Nyland, David Levene / The Journey to the Interface Public Services
  • 13. What? D E F I N I T I O N — W I K I P E D I A ‘Public Service’ “A public service is a service which is provided by government to people living within its jurisdiction, either directly (through the public sector) or by financing private provision of services.”
  • 14. What? EX A M P L E S E C TO R S Law enforcement Fire service Education Public libraries Public transit Waste managementPublic broadcasting Urban planning Water supply Gas & electricity Social services Health care Icons: Jan Windisch, Jamie Hamilton, Luis Prado, Jayson Lim, Benjamin Brandt, Ofer Lehr / The Noun Project
  • 15. “Design is integral to the DNA of each and every public service. How public services are ‘designed’ is central to their purpose, their function, their character.” — D E S I G N CO M M I S S I O N ‘Restarting Britain 2’
  • 16. Why? P U B L I C S E R V I C E D E S I G N engaging citizens saving money meeting needs humanising services Icons: Brock Kenzler / The Noun Project
  • 17. 1 Start with needs* 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again. 6 Build for inclusion 7 Understand context 8 Build digital services, not websites 9 Be consistent, not uniform 10 Make things open: it makes things better * – user needs not government needs Source: https://www.gov.uk/designprinciples How? D E S I G N P R I N C I P L E S O F G O V.U K
  • 18. Where? A P P L I C AT I O N S redesigning policies redesigning individual services moving beyond the idea of discrete services and redesigning what organisations as a whole do, i.e. systems-level design In public sector work, design can be applied to different levels of transformational challenge: Icons: Jerry Wang / The Noun Project
  • 19. Book tip ‘Die wandlungsfähige Verwaltung’ by Sarah Költzow, Jonas Kwaschik, Philip Palm www.wandelgestalter.de
  • 21. Exercise Create a KrisMap, an organisational persona, for a public service of your choice. How does your organisation want to be perceived? What would the welcome experience look like? Olaf Lewitz, Independent coach Your guide:
  • 22. Ask yourself 1. What’s missing so that I … •would want to meet this person? •would want to hire this person? •would want to date that person? •would want to be that person? 2. Create a welcome experience — pick the 3 most essential attributes!
  • 23. Exercise You have got 20 minutes!
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  • 30. Take-away service design for the public sector can be applied on individual service level, on policy level and with regards to organisational change following certain design principles helps to create better public services public services need to & can be ‘designed’
  • 31. Reading recommendations John Seddon ‘Systems Thinking in the Public Sector’ Bryan Boyer, Justin W. Cook & Marco Steinberg: ‘Recipes for Systemic Change’ Recipes forSystemic Change In Studio: Bryan Boyer, Justin W. Cook & Marco Steinberg Sophia Parker & Joe Heapy: ‘The Journey to the Interface’ Design Commission: ‘Restarting Britian 2’
  • 32. Olaf invites Culture Fitness Training July, 15 & 16 in Berlin http://culturefitnesstraining.eventbrite.de Your code to save 33%: ‘SDBERLINDRINKS’
  • 33. We invite Service Experience Camp September, 14 & 15 http://serviceexperiencecamp.de
  • 34. See you at the next service design meet-up servicedesignberlin.de @SD_Berlin fb.com/servicedesignberlin