After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.
In the first Service Design Drinks of the year, we’ll hear service designers Eva Hernando, Abi Golestanian, and Mireia Pumarola talk about how we at Fjord Berlin design for the future of healthcare. With rapid developments in topics such as gene therapy and personalised care, to name a few, it is more important than ever that we understand not only what these changes are but the driving forces behind them, so that we can adapt our current design processes to cater for such a challenging industry.
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin
This slide deck ‘Prototyping Public Services’ was created by Katrin Dribbisch and presented at the GovJam 2015 in Berlin. It covers examples of design thinking and service design in the public sector and the use of prototyping in particular.
The September Service Design Drinks edition will discussed how to build active communities. Whether it is brands, services, or in-house communities of practises, everyone wants to create a community. But how do you actually build one that thrives? We had Kara Kane joining us as a guest speaker to tell us.
Kara is the community manager for user centered design for the UK Government. She works with the 3000+ people strong community across the UK government to help departments grow UCD across government, help designers, content designers, and user researchers work better together, and support the sharing of UCD best practice across government.
She earned an MA in Digital Experience Design from Hyper Island. Before, she worked as a consultant in insight and innovation consultancies helping clients like Samsung, L'Oréal, O2, Patagonia, and ESI Media understand their customers better.
The September edition was hosted and sponsored by USEEDS. It took place at their central office in Friedrichstraße.
This presentations shows how User Research is applied in real project work. Examples of different User Research methods are given.
The slides were presented at the Design Thinking Meetup in Warsaw in June 2014.
4th Berlin Service Design Drinks took place at innovation consultancy Dark Horse’s beautiful office space. A short input talk gave an overview on how service design can be applied by start-up companies — and service designers can provide value for their young business. A follow-up exercise made one tool that’s being used more tangible. Afterwards there was plenty of time for conversations and drinks.
The second Service Design Drinks of the year brought Francesca Terzi - Service Design Lead at Designit - to nerd together about the possible futures of finance.
As Service Designer, she believes that there are plenty of professionals out there who are also trying to understand what is happening in the fintech and finance world and also wondering what that means for them as professionals.
Francesca is a passionate designer seeking to make a change in the financial sector through the application of User-Centered Design and Agile principles. In the past 7 years, she worked in the development of service MVPs covering UX, agile development and service process improvements in several sectors. Knowledge sharing is her driver and she co-organises the Service Design Drinks and Global Service Jam in Munich.
The internet of things is surrounding us. We are wearing fitness bands around our wrists, have scales in our bathroom connected to our smartphones and a smoke detector to send us a notification in case of fire.
How can we integrate this new generation of connected products into existing or new services? How can we incorporate them into services ranging from the smart home to smart car to smart city?
This special edition of Service Design Drinks took place at Fab Lab Berlin and invited service designer, service innovators, makers and entrepreneurs to discuss the application and integration of connected things into future services. Three speakers from renown companies gave short input talks, followed by an interactive session and time for further exchange. The guest speakers were:
• Hannes Jentsch, Independent Design Consultant
• Thomas Schörner, Design Lead IoT, SAP
• Ricardo Brito, UX & Service Designer, Futurice
To design effective user-focused services, we need to use data. We need to understand how people are using the service, what works for them and what doesn’t. There can be no service without data.
But as designers, we have to focus on user needs. That means we need to address users’ data needs as well as their service needs. We must design good services based on good data that don’t infringe on people’s privacy. This means we have to look at questions like: what data is my service collecting? How and when is this data being used? Who has access to this data and who owns it? And how do we keep it secure?
As service designers working with data on a daily basis, Maria Izquierdo and Martin Jordan want to raise awareness of the value of data to services. And they also want to discuss fundamental questions around what happens to that data.
Maria is a designer interested in diversity, digital culture and the public. Martin helps create better public services in the UK and researches service innovation in Finland. Both Maria and Martin work as service designers at the UK’s Government Digital Service in London.
This edition of Service Design Drinks was hosted at HERE in Berlin-Mitte.
In the first Service Design Drinks of the year, we’ll hear service designers Eva Hernando, Abi Golestanian, and Mireia Pumarola talk about how we at Fjord Berlin design for the future of healthcare. With rapid developments in topics such as gene therapy and personalised care, to name a few, it is more important than ever that we understand not only what these changes are but the driving forces behind them, so that we can adapt our current design processes to cater for such a challenging industry.
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin
This slide deck ‘Prototyping Public Services’ was created by Katrin Dribbisch and presented at the GovJam 2015 in Berlin. It covers examples of design thinking and service design in the public sector and the use of prototyping in particular.
The September Service Design Drinks edition will discussed how to build active communities. Whether it is brands, services, or in-house communities of practises, everyone wants to create a community. But how do you actually build one that thrives? We had Kara Kane joining us as a guest speaker to tell us.
Kara is the community manager for user centered design for the UK Government. She works with the 3000+ people strong community across the UK government to help departments grow UCD across government, help designers, content designers, and user researchers work better together, and support the sharing of UCD best practice across government.
She earned an MA in Digital Experience Design from Hyper Island. Before, she worked as a consultant in insight and innovation consultancies helping clients like Samsung, L'Oréal, O2, Patagonia, and ESI Media understand their customers better.
The September edition was hosted and sponsored by USEEDS. It took place at their central office in Friedrichstraße.
This presentations shows how User Research is applied in real project work. Examples of different User Research methods are given.
The slides were presented at the Design Thinking Meetup in Warsaw in June 2014.
4th Berlin Service Design Drinks took place at innovation consultancy Dark Horse’s beautiful office space. A short input talk gave an overview on how service design can be applied by start-up companies — and service designers can provide value for their young business. A follow-up exercise made one tool that’s being used more tangible. Afterwards there was plenty of time for conversations and drinks.
The second Service Design Drinks of the year brought Francesca Terzi - Service Design Lead at Designit - to nerd together about the possible futures of finance.
As Service Designer, she believes that there are plenty of professionals out there who are also trying to understand what is happening in the fintech and finance world and also wondering what that means for them as professionals.
Francesca is a passionate designer seeking to make a change in the financial sector through the application of User-Centered Design and Agile principles. In the past 7 years, she worked in the development of service MVPs covering UX, agile development and service process improvements in several sectors. Knowledge sharing is her driver and she co-organises the Service Design Drinks and Global Service Jam in Munich.
The internet of things is surrounding us. We are wearing fitness bands around our wrists, have scales in our bathroom connected to our smartphones and a smoke detector to send us a notification in case of fire.
How can we integrate this new generation of connected products into existing or new services? How can we incorporate them into services ranging from the smart home to smart car to smart city?
This special edition of Service Design Drinks took place at Fab Lab Berlin and invited service designer, service innovators, makers and entrepreneurs to discuss the application and integration of connected things into future services. Three speakers from renown companies gave short input talks, followed by an interactive session and time for further exchange. The guest speakers were:
• Hannes Jentsch, Independent Design Consultant
• Thomas Schörner, Design Lead IoT, SAP
• Ricardo Brito, UX & Service Designer, Futurice
To design effective user-focused services, we need to use data. We need to understand how people are using the service, what works for them and what doesn’t. There can be no service without data.
But as designers, we have to focus on user needs. That means we need to address users’ data needs as well as their service needs. We must design good services based on good data that don’t infringe on people’s privacy. This means we have to look at questions like: what data is my service collecting? How and when is this data being used? Who has access to this data and who owns it? And how do we keep it secure?
As service designers working with data on a daily basis, Maria Izquierdo and Martin Jordan want to raise awareness of the value of data to services. And they also want to discuss fundamental questions around what happens to that data.
Maria is a designer interested in diversity, digital culture and the public. Martin helps create better public services in the UK and researches service innovation in Finland. Both Maria and Martin work as service designers at the UK’s Government Digital Service in London.
This edition of Service Design Drinks was hosted at HERE in Berlin-Mitte.
The March 2017 event featured a talk by business designer Christian Rudolph on service design for the circular economy. Christian runs the consultancy ‘next cycle’ and focusses on resource-intensive business models in his work.
Recently, IDEO and the Ellen McArthur Foundation released their Circular Design Guide which introduced more designers to the approach. So it was time for us to discuss the concept’s implications for service designers. Christian has years of experience in consulting industry heavy-weights like Philips and BASF, and helping them transform from linear product-focussed to circular service-oriented businesses. The evening event took take place on Wednesday, March 22nd.
Another Smart Mobility Talk!? Going beyond "self-driving somethings" and electric scooters. The future of cities could look bright with less movement and more self-reflection!
Bastian Boss, Referent Smart City at the Deutsche Bahn, and Co-Founder of Faradgang e.V. presented and discussed ideas from two perspectives and takes an excursion on what happens if you combine a small grassroots bicycle initiative with a major mobility corporation.
This edition of the Service Design Drinks was hosted and sponsored by our smart friends from Futurice in their new community space in Kreuzberg.
Mauricio Manhães: Three Overarching Perspectives for Service DesignService Design Network
Over the last two decades, service design has steadily attracted adopters from both practitioner and academic realms. The diverse origins of these adopters pose challenges for the further advancement of the discipline. To address one of those challenges, an automated text analysis technique was used to identify discursive elements of service design practitioners’ narrative to address organizational change. The findings identified three basins of meaning in the discursive construction of service design practitioners: STORIES, TEAM, and IMPLEMENTING. It also identified a strong lack of consistency of service design discursive elements regarding implementation.
Design revolutions - A short history of designSnook
A presentation we've been giving regularly on why design thinking and service design exists. Now and through the ages of professionalised design to an open series of tools and methods for organisations to put people first.
Members Event
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Together with the the Democratic Society, we were commissioned by Government Digital Service (GDS) to undertake a 6-week discovery project to explore how the process of online consultations, as delivered by central government, could be improved.
This case study focusses on what we recommended, how our different approaches made our collaboration stronger, and our shared view on the future of citizen engagement.
Emma Parnell and Michelle Brook presented this talk during the Service Design in Government conference.
Unboring Service Design with Craft & CreativityFITC
Save 10% off ANY FITC event with discount code 'slideshare'
See our upcoming events at www.fitc.ca
OVERVIEW
This talk takes a look at the emerging role of service design and how creativity can make a difference. With business models changing rapidly, focus is shifting from product to services and brands are looking for new ways to strengthen the relationship they have with people.
Daniël from Achtung! & Kraftwerk explores how service design can create an emotional connection using creativity & craft. He will focus on the importance of good insights, storytelling creativity, prototyping and awesome execution. With a show and tell of work-in-progress, final pieces and inspiring work from others.
Target Audience
Designers, creatives, technologists, strategists, producers and brand owners.
Five things audience members will learn
How design can change behaviour.
How brands can earn their place in peoples lives.
How collaboration is the new competition.
How we connect services and storytelling.
How the future is shaped today.
Doing More with More (Venturespring White Paper)Venturespring
Over the past 15 years industrial research has evolved from 'closed research' to 'open innovation' and even beyond, towards 'networked innovation' and 'co-creation'.
This white paper provides a clear line of thinking on this development. And some sharp, illustrative, remarkably understandable pictures that help you focus your actions towards more effective, purpose-driven innovation efforts.
Smart City StarterK!t at Beyond Data Event 2018Venturespring
The Smart City StarterK!t was launched on March 29 at the Beyond Data Event in Eindhoven. It's a FIWARE instance cities can use to realize their Smart City ambitions faster.
Service design futures - how to create 'sociable services'Andrea Cooper
Service design is changing, but how? here's some ideas from a talk I gave at the Institute for Government to Chief Executives of London Local Authorities.
Presenation "How to drive a DWP Change Initiative that really changes something" given at ValueIntranet's Belgian Intranet & Digital Workplace Group on 12.09.2019
In our first spring Engage meet-up we explored different ways of making IT more human-centered. Melvin Brand Flu, director of strategy and business design at Livework, talked about architecting the customer experience in a large organisation.
http://engagerotterdam.com
http://liveworkstudio.com
The March 2017 event featured a talk by business designer Christian Rudolph on service design for the circular economy. Christian runs the consultancy ‘next cycle’ and focusses on resource-intensive business models in his work.
Recently, IDEO and the Ellen McArthur Foundation released their Circular Design Guide which introduced more designers to the approach. So it was time for us to discuss the concept’s implications for service designers. Christian has years of experience in consulting industry heavy-weights like Philips and BASF, and helping them transform from linear product-focussed to circular service-oriented businesses. The evening event took take place on Wednesday, March 22nd.
Another Smart Mobility Talk!? Going beyond "self-driving somethings" and electric scooters. The future of cities could look bright with less movement and more self-reflection!
Bastian Boss, Referent Smart City at the Deutsche Bahn, and Co-Founder of Faradgang e.V. presented and discussed ideas from two perspectives and takes an excursion on what happens if you combine a small grassroots bicycle initiative with a major mobility corporation.
This edition of the Service Design Drinks was hosted and sponsored by our smart friends from Futurice in their new community space in Kreuzberg.
Mauricio Manhães: Three Overarching Perspectives for Service DesignService Design Network
Over the last two decades, service design has steadily attracted adopters from both practitioner and academic realms. The diverse origins of these adopters pose challenges for the further advancement of the discipline. To address one of those challenges, an automated text analysis technique was used to identify discursive elements of service design practitioners’ narrative to address organizational change. The findings identified three basins of meaning in the discursive construction of service design practitioners: STORIES, TEAM, and IMPLEMENTING. It also identified a strong lack of consistency of service design discursive elements regarding implementation.
Design revolutions - A short history of designSnook
A presentation we've been giving regularly on why design thinking and service design exists. Now and through the ages of professionalised design to an open series of tools and methods for organisations to put people first.
Members Event
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Together with the the Democratic Society, we were commissioned by Government Digital Service (GDS) to undertake a 6-week discovery project to explore how the process of online consultations, as delivered by central government, could be improved.
This case study focusses on what we recommended, how our different approaches made our collaboration stronger, and our shared view on the future of citizen engagement.
Emma Parnell and Michelle Brook presented this talk during the Service Design in Government conference.
Unboring Service Design with Craft & CreativityFITC
Save 10% off ANY FITC event with discount code 'slideshare'
See our upcoming events at www.fitc.ca
OVERVIEW
This talk takes a look at the emerging role of service design and how creativity can make a difference. With business models changing rapidly, focus is shifting from product to services and brands are looking for new ways to strengthen the relationship they have with people.
Daniël from Achtung! & Kraftwerk explores how service design can create an emotional connection using creativity & craft. He will focus on the importance of good insights, storytelling creativity, prototyping and awesome execution. With a show and tell of work-in-progress, final pieces and inspiring work from others.
Target Audience
Designers, creatives, technologists, strategists, producers and brand owners.
Five things audience members will learn
How design can change behaviour.
How brands can earn their place in peoples lives.
How collaboration is the new competition.
How we connect services and storytelling.
How the future is shaped today.
Doing More with More (Venturespring White Paper)Venturespring
Over the past 15 years industrial research has evolved from 'closed research' to 'open innovation' and even beyond, towards 'networked innovation' and 'co-creation'.
This white paper provides a clear line of thinking on this development. And some sharp, illustrative, remarkably understandable pictures that help you focus your actions towards more effective, purpose-driven innovation efforts.
Smart City StarterK!t at Beyond Data Event 2018Venturespring
The Smart City StarterK!t was launched on March 29 at the Beyond Data Event in Eindhoven. It's a FIWARE instance cities can use to realize their Smart City ambitions faster.
Service design futures - how to create 'sociable services'Andrea Cooper
Service design is changing, but how? here's some ideas from a talk I gave at the Institute for Government to Chief Executives of London Local Authorities.
Presenation "How to drive a DWP Change Initiative that really changes something" given at ValueIntranet's Belgian Intranet & Digital Workplace Group on 12.09.2019
In our first spring Engage meet-up we explored different ways of making IT more human-centered. Melvin Brand Flu, director of strategy and business design at Livework, talked about architecting the customer experience in a large organisation.
http://engagerotterdam.com
http://liveworkstudio.com
다운로드해서 보세요.
‘공공정책, 책상에서 현장으로’
[소개]
이 책 ‘공공정책 책상에서 현장으로’는 디자인의 역할이 삶의 다양한 측면으로 확장되고 있는 현 시점에서 아직 디자인을 만나지 못했던 공공정책과 공공서비스의 영역에 디자인을 소개하기 위해 발간되었습니다. ‘공공서비스디자인’은 눈에 보이는 사물로서의 디자인을 의미하는 것이 아니라 공공분야를 수요자 중심으로 혁신하는 전략으로서의 디자인을 의미합니다. 이 책은 공공분야에 서비스디자인의 도입을 제안하고 있습니다. 간판, 환경시설, 공공건축 등에 국한되어 있었던 기존 공공디자인의 역할에서 몇 걸음 더 나아가 공공정책과 서비스의 영역에 활용되고 있는 새로운 디자인을 소개합니다.
[책의 구성]
책은 최근 공공정책과 공공서비스에 어떤 변화가 오고 있고 그에 따라 왜 디자인 방법이 고려되어야 하는지를 설명하고, 공공분야의 혁신 동향과 기존의 방법과 디자인 방법 간의 차별점과 효과를 설명합니다.다음으로 서비스디자인을 민원행정과 보건의료 부문에 적용했던 시범사업의 실행과정과 결과를 소개합니다. 마지막으로 수요자를 중심에 둔 공공정책의 모델로서 서비스디자인 적용방안을 제안하면서, 다양한 분야에 적용된 국내외 사례를 소개하는 내용으로 구성되어 있습니다.
제목 :'공공정책, 책상에서 현장으로'
목적 : 공공정책과 공공서비스의 영역에서 디자인이 어떤 역할을 하며 어떻게 활용될 수 있는지를 보이기 위한 책
개발 : 한국디자인진흥원, 로보앤컴퍼니
발행일 : 개정판 2014.8.
초판 2013.9.
주요 내용 : 지금 왜 공공서비스디자인이 필요한가, 공공서비스디자인 소개 및 사례, 시범사업 실행 내용, 시사점 등
연구진 :
윤성원 한국디자인진흥원 서비스디지털융합팀 팀장
김정원 한국디자인진흥원 서비스디지털융합팀 과장
안나영 한국디자인진흥원 서비스디지털융합팀 사무원
정인애 로보디자인 대표
박 찬 로보디자인 이사
기은경 로보디자인 연구원
이주성 로보디자인 연구원
디자인 :조혜연, 김성희 racoons@naver.com
* 2014년 개정판에 주로 수정된 부분 :
- 공공서비스디자인 적용 절차 정리한 부분 추가(120~121페이지)
- 국민디자인단 활동 사례 추가(146~155페이지)
- 용어, 서비스디자인기업 목록 추가(156~159페이지)
총 163페이지
내려받기 : http://designdb.com/dtrend/trend.r.asp?order=new&dStyle=&MenuCode=&keyword=&relation_keyword=&menupkid=238&pkid=15505&Category=&page=2
* 이 책자는 2012 산업부 글로벌전문기술개발 R&D 사업의 과제인 '공공서비스 수요자 중심 혁신과 사회문제 해결을 위한 서비스디자인 기술개발'의 연구 결과로서 제작되었습니다.
* 관련 자료 : 공공서비스디자인 워킹그룹 운영 툴 킷
http://www.slideshare.net/sdnight/rd-20140729
수요자 중심의 노인요양소 서비스디자인(2013)
한국디자인진흥원에서는 공공영역에서 제공되는 서비스를 서비스디자인 방법을 활용하여 수요자 중심으로 혁신하는 방법을 연구하고, 사례를 창출하기 위해 13년부터 '공공서비스디자인혁신사업'을 운영중에 있습니다.
2013년 현안으로 선정된 공공영역 서비스에 대하여 자율공모하여 다음과 같이 노인요양소를 서비스디자인을 통해 혁신하고자 하는 제안을 선정하고 노인요양소의 수요자(노인), 가족, 요양사의 입장을 고려한 미래 요양 서비스 비전을 시나리오 형식으로 제시하였고 개발과정을 보고서에 담았습니다.
사업명 : 2013 공공서비스디자인 혁신사업
과업주제 : 수요자 중심의 노인요양시설 서비스 디자인 개발
개발기간 : 2013.08.01 ~ 2013.12.06
주관 : 한국디자인진흥원
개발 : 디자인와우앤파트너스 http://www.designwow.net
목표 : 노인요양시설 이용 단계별 디자인 로드맵 및 혁신 서비스 시나리오 개발
과업범위 :
1. 수요자 중심 서비스디자인 리서치
· 전체 리서치 프레임워크 수립
· 문헌조사, 서비스디자인 리서치 방법론을 활용한 단계별 정성조사 등을 통한 이해 관계자별 현황 파악
2. 리서치 결과분석을 통한 시급현안 정의 및 이슈 도출
· 수요자 관점에서의 현황과 문제 진단을 통한 서비스 위협·기회요소 발견
· 서비스 디자인 적용 대상 과제 도출 및 로드맵 개발
- 공공 보건의료산업 전반을 포괄하여 서비스디자인을 통해 혁신할 수 있는 과제를 도출하고
핵심과제별 과제 기획서 작성
- 기술 중심의 기존 과제기획서와 차별화된 서비스디자인 적용을 통한 새로운 형태의 과제기획서 제시
- 핵심 대상 과제의 우선 순위를 제시한 공공 보건의료 서비스 디자인 적용 로드맵 개발
3. 해결안 제안을 위한 서비스시나리오 개발
· 서비스혁신 방향성 제시 및 문제해결 아이디어 도출
· 시나리오 방법론을 활용한 서비스디자인 해결안 제시
[리서치 및 자문에 협조해 주신 분들]
광명시립 노인요양센터
광명시립 노인요양센터
심청 방문요양센터
길음 안나의 집
서초 성심노인요양센터
보건복지부 요양보험운영과
보건복지부 저출산 고령사회 정책실
한국노인복지중앙회
성북구 어르신 사회복지과
* http://designdb.com/dtrend/trend.r.asp?menupkid=238&pkid=16909
산업단지 안전을 위한 서비스디자인
개발기간 : 2013. 7.~2013.12.
개발사 : 김현선디자인연구소
주관 : 산업통상자원부, 한국디자인진흥원
50년간 대한민국 경제발전의 중추적인 역할을 했던 산업단지, 그러나 작년 한해에만 폭발사고로 다수의 사상자가 발생하며 매해 사고가 증가하고 있다.
또한 외국인 근로자 유입이 확대되어 소통의 필요성은 더욱 절실해졌다.
"하루 10시간씩 주6일 3교대 근무를 하고 있습니다. 매일 점검표와 유해물질 취급 작업 안전 체크리스트를 작성은 하고 있지만 이 바닥에서 근무한지 오래되다보니 위험물에 노출되어 있다는 생각이 크게 들지 않습니다. 현재 태국, 미얀마 근로자들과 함께 공동작업을 하는데 각자 최소한의 의사소통만 가능한 상황입니다."
안산 시화공단 내 근로자 ○○○ 현장소장
짧은 시간에 큰 피해로 번질 수 있는 산업단지 위험사고, 디자이너들이 현장에 나가, 현장중심의 디자인리서치를 통해 그 해결점을 제시했다.
동영상 : http://www.youtube.com/watch?v=yUS1QvCcqSA
응급의료 심폐소생술(CPR : Cardiopulmonary Resuscitation) 인식 확산을 위한 서비스디자인
“심정지 관련 질환은 사망원인 2, 3 순위를 차지하며 (2008), 교통사고 사망자보다 심정지 사망자 수가 높다.”
“응급실에 심정지 환자가 들어올 때 대부분 거의 죽어서 온다. 심정지가 발생한 후 4-5분 이상이 경과하면 뇌손상이 발생하기 시작한다. 제세동술이 1분 지연될 때마다 생존율 7-10% 감소한다.”
“이는 심정지 환자가 발생한 현장에서 병원으로 이송 될 때까지의 과정에서 응급구조사가
현장에 도착하기 전 1차 목격자에 의해 행해져야 하는 심폐소생술의 부재로 인한 결과이다.”
심정지환자 생존율 국내 2.4%, 북미 7.6%
* 출처: 질병관리본부 심정지조사, 관련 연구 논문
우리나라가 해외보다 심정지환자 소생율이 떨어지는 이유는 응급의료체계의 문제라기보다는 일반인의 응급의료, CPR에 대한 인식에 따른 것이다. 실질적으로 교육이 이루어지는 방식에 있어 차이가 너무나 뚜렷하기 때문이다.
어떻게 하면 (일반인에게 쉽고 재미있게 CPR 의 가치를 각인시키고 교육수료를 유도하여 궁극적으로) 심폐소생시행률을 높일 수 있을까?
일반인 대상 인터뷰 결과 심폐소생술의 책임, 상황판단에 대한 두려움, 자신감 부족, 법적 존재 유무에 대한 무지, CPR 교육 시스템의 어려움 등으로 실제 심폐소생술을 시행하기 꺼려하는 인식을 알게되어 이런 CPR에 관한 전반적인것을 개선하고자 하였다.
사이픽스는 응급의학과 전문의, CPR 전문가, 협력기관 및 이해관계자 등의 관련분야 전문가의 자문으로 CPR 교육의 단점을 보완한 쉽고 재미있는 교육용 툴킷을 만들었다.
휴대용 손가방이 되는 돗자리를 펼치면 ‘체크해요 의식을 -> 전화 줘요 119 -> 가져와요 AED -> 리듬 맞춰 CPR -> 붙여줘요 패드를 ->외쳐요 물러나라고 -> 눌러요 충격버튼 -> 반복해요 쉬지 말고’ 등 총 8단계로 비트박스를 연상케 하여 재미있고 쉽게 응급상황에 긴장하지않고 심폐소생술을 시행할 수 있도록 디자인되었다.
‘B. HERO’ 캐릭터는 심폐소생술에 관련한 캐릭터를 개발하여 지속적으로 사용하도록 하여 “다른 사람을 도울 수 있는 영웅이 되라”는 메시지를 전달하도록 하였고, CPR 교육 수료자는 항상 가방을 휴대하여 언제 어디서나 가방을 펼쳐 응급상황에 대처할 수 있음을 홍보하기도 한다.
또한 실습용품에 심장압박 실습을 위해 마네킹을 사용하는데 부피가 커 외부교육 때 조달의 어려움을 발견하고, 대체용품으로 5cm 깊이로 반복적으로 눌러야하는 실습교육을 위해 제작이 쉽고 저렴한 스폰지 형태의 일명 ‘삑삑이’를 스폰지 내부에 장착하여 5cm 깊이로 눌렀을 때 즉각적으로 소리가 나는 형태로 개발하였다.
이러한 심폐소생술 교육 툴킷이 정부차원에서 지원되어 심폐소생술 교육에 쓰이고, 교육 후 수료자에게 제공되어 수료자들이 일상생활에서 사용하게 함으로써 배운 내용을 지속적으로 기억하게 하며 주위사람들에게 간접적으로 홍보하고, 때로는 자발적으로 손쉽게 교육을 전달할 수 있도록 하여 궁극적으로는 심폐소생술 시행율을 높이는데 기여할 것이다.
프로토타이핑 동영상 보기 : http://www.youtube.com/watch?v=zhhQfXbZxCU&feature=youtu.be
관련 소개글 : http://cafe.naver.com/usable/2937
건강검진 결과서, 서비스 디자인을 만나다.
- 서비스 디자인이 만들어낸 친절한 건강검진 결과서
개발사 : 사이픽스
참여기업 : 명지병원
주관 : 지식경제부, 한국디자인진흥원
[개발 경과]
○ 의료기기/환경의 수요자 중심 혁신을 위한 융합형 의료 서비스 디자인 플랫폼 개발 R&D로 개발(2011.9~2012.8. 한국디자인진흥원 R&D지정과제. 사이픽스, 한동대학교와 컨소시엄)
○ 건강검진결과 통보서 리디자인 (‘11.09 ~ ‘11.12)
○ 시범적용 : 명지병원, 수검자 2,000명 대상. (’12.01 ~ ’12.02)
주변에 연말이 되어서야 밀린 과제를 하듯이 급하게 건강검진을 예약하는 사람들을 많이 볼 수 있다. 왜 우리는 국가에서 제공하는 건강검진을 귀찮은 과제로만 여기고 있는 것일까? 정말 이렇게 여겨도 되는 하찮은 검진일까?
이러한 문제를 해결하기 위해 지식경제부 산하 한국디자인진흥원은 서비스디자인 전문회사인 (주)사이픽스와 여러 메디컬 전문가, 컨설팅 전문가들과 함께 팀이 되어 프로젝트를 진행하였다. 건강검진 서비스는 의료진이라는 전문가 집단과 전 국민이라는 집단이 함께 맞물려 있는데 현재는 서비스 제공 주체인 의료진에게 거의 모든 것이 맞추어져 있어, 1시간 가량의 긴 대기시간 후에야 10분도 안 되는 간단한 검사를 받아볼 수 있고, 이를 통해 두 달쯤 뒤에 받아 볼 수 있는 결과서에는 알아보기 힘든 의학용어와 수치들만 빽빽히 차 있다.
이해조차 하기 어려운 결과표를 받아 든 국민들은 결과서를 활용해야 한다는 생각 대신 그냥 가볍게 별 것 아닌 것으로 치부해버리게 된다. 의료진과 전 국민, 이 두 집단 간에 풀기 어려운 커다란 소통의 문제가 존재하고 있는 것이다. 의료진과 전 국민이 함께 원활히 소통할 수 있게 하기 위해 다시 디자인 되어야 하는 대상으로 결정되었던 것은 ‘건강검진 결과서’였다. 이 결과서는 건강검진이 수검자의 생활에 직접적인 영향을 미칠 수 있는 거의 유일한 매개체이기 때문이다.
...(이하 생략)
* 관련 글 보기 : 건강검진 결과서, 서비스 디자인을 만나다. - 사이픽스 http://cafe.naver.com/usable/1650
* 관련 기사 : 삶을 더 편리하게... '서비스 디자인' 시대로 - 조선일보, 2012.8.8.
http://news.chosun.com/site/data/html_dir/2012/08/07/2012080703384.html
제목 : UX World 2013 컨퍼런스
일자 : 2013.10.30.
장소 : 양재동 엘타워 그랜드 홀
주관 : 한국 IDG
http://www.itworld.co.kr/news/84438
발표자 :
윤성원 한국디자인진흥원 서비스디지털융합팀 팀장
주요내용 :
최근 서비스디자인이 부상하는 배경에 대해 소개하고, UX디자인과 비교하여 어떤 공통점과 차이점이 있는지에 대해 공유한다.
특히 새로운 디자인의 비전을 제시하고 사회문제를 해결하는 역할에 대해 주목하여 디자인이 연구개발에서 앞으로 어떤 역할을 하게 될 것인가와 미래 산업 융합 생태계의 형성에 있어 어떤 역할을 해야 할 것인지, 그것을 위해 디자이너들에게는 어떤 역량이 필요해 질 것인가에 대해 생각해본다.
* 다운로드하시면 PPT 슬라이드 노트에서 내용과 관련된 설명을 보실 수 있습니다.
* 출처 : 쓸만한웹 http://www.usableweb.co.kr
국민디자인단 서비스디자인 운영툴킷 통합본
이 자료집은 정부3.0 국민디자인단에 참여하는 탐험대에게 제공되는 서비스디자인 도구모음입니다.
공공정책, 공공서비스를 기획하는 단계에서 서비스디자인방법론을 어떻게 적용해야 할 지 지침이 필요한 경우 활용할 수 있습니다.
본 자료집은 정책탐험이 목적한 바를 크게 벗어나지 않도록 하는 방법을 개략적으로 안내하고 있으므로 보다 자세한 사항은 서비스디자인 전문가와 상의하여 진행할 것을 권장합니다.
본 자료집은 서비스디자인의 프로세스에 따라
이해하기 > 발견하기 > 정의하기 > 발전하기 > 전달하기
의 다섯 단계의 프로세스로 구성되어 있습니다. 각 단계마다 국민디자인단에서 활용에 적합한 주요 방법론들이 구체적인 실행방법과 함께 소개되어 있습니다.
부록에는 각 방법론마다 즉시 활용할 수 있는 서식을 담았습니다.
자료집에 담긴 내용
1. 5개 프로세스 별 개요, 구성, 권장 진행과정, 수행을 위한 자세
2. 각 방법론에 대한 개념 설명, 실행방법, 실행순서
3. 각 방법론마다 활용할 수 있는 서식(부록)
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* 국민디자인단이란? : 의제설정, 정책결정, 집행, 환류 등 정책과정 전반에 정책 공급자인 공무원과 수요자인 국민, 서비스디자이너 등이 함께 참여하여 서비스디자인 방법을 통해 정책을 수요자 중심으로 재해석하고 개발하는 활동을 하는 팀을 말합니다.
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내려받기(ppt) : http://www.slideshare.net/sdnight/ss-49951821
내려받기(pdf) : http://cafe.naver.com/govservicedesign/234
디자인 관점에서 본 헬스케어 미래 비즈니스 아이디어
개발기간 : 2013.08 ~ 2013.12.
개발기업 :
- 한국디자인진흥원 : 조사 및 전략 연구
- (주)INTERNATIONAL BIF : 컨셉개발 및 영상제작
주관 : 산업자원부, 한국디자인진흥원
프로젝트 목적 : 디자인 관점에서 본 헬스케어 미래 비즈니스 아이디어 도출
주요 연구내용 :
1. 헬스케어 산업 리서치
2. 헬스케어 산업 트렌드 분석
3. 헬스케어 제품 및 서비스 사용자 니즈 조사
4. 전문가 설문
5. 헬스케어 혁신 사례 조사
6. 핵심 후보과제 선정 융합 워크샵 수행
7. 과제별 세부계획 수립
8. 헬스케어 미래 영상 시나리오 작성
9. 헬스케어 미래 영상 제작
미래 헬스케어 10대 과제 :
과제 1. 가정용 디톡스(detox) 디바이스
과제 2. 신체 기능별 건강나이 관리를 위한 health-age device 디바이스
과제 3. 생활 밀착형 헬스케어 보조 로봇
과제 4. 생체신호 연동형 헬스게임 디바이스 및 컨텐츠
과제 5. 헬스케어 지식인 전문 포탈서비스
과제 6. Gold 세대를 위한 meditainment 공간 서비스디자인
과제7. 건강관리 산업 성장 촉진을 위한 헬스포인트 시스템 및 제도
과제 8. 한국형 헬스케어 서비스 인증 사업 HDL (Healthcare Design Leadership)
과제 9. 은퇴 후 제2의 건강한 삶을 위한 silver 협동조합 설립 및 지원 제도
과제 10. 건축과 헬스케어 시스템의 결합 스마트 하우징
헬스케어 미래 시나리오 영상 :
http://www.youtube.com/watch?v=-R8J2rHwgVs&feature=youtu.be
Master thesis: "Enhancing staff engagement in a Social Business through exten...Caroline Chaffin
Thesis by Caroline Chaffin.
MBA programme in Service Innovation & Design.
Case company: Monsterbedriften Social Entrepreneur
"The purpose is to study how service design thinking can be applied in a social business to engage the people at the heart of the business i.e. staff in service development. Visualization tools and methods from service design was used to create an «Engagement tool-kit» that applied visualization extensively. The aim was to bring a starting point for boosting staff engagement in a social business and give substance to ideas that the case company could realize".
By Michael Tedeschi, Interactive Mechanics
User Experience (UX) is how your visitors feel about a product or service, whether you’re designing a website, an exhibit, or a toaster. How do you know if your target audience is having a good or bad experience? Learn to put yourself in your users’ shoes in order to better understand their motivations, so that you can create a welcoming experience and make something that is useful, easy to use, and enjoyable for them.
We’ll cover the fundamentals of user experience, why it matters, and we’ll detail a typical UX journey and common methodologies that are useful for museum professionals, emphasizing ways to engage new and existing communities along the way. We’ll practice research techniques, including interviews and contextual inquiries (observing the way your visitors already interact with your exhibits), that allow you to learn about your visitors’ objectives, rather than designing from assumptions. We’ll develop personas to clarify which new audiences you want to connect with, and what works best for them, asking questions like, Why aren’t they users already? What barriers does your museum present? What needs could you be meeting?
What does it take to improve existing public services? Or create new ones which better address citizens’ needs? Which stakeholders need to be involved in order to have real impact? Which organisational set-up is required to create public value?
After recently visiting the ‘Politics for Tomorrow’ conference and being deeply inspired, we invited to an evening on ‘Designing services for the public’. While we discussed the basics in a meet-up two years ago, we took it a step further this time. What can we learn from international government labs for Germany? What are the pressing issues which need to be addressed? How can we as service designers contribute to this change?
Looking at examples from other parts of the world our very own Katrin Dribbisch and Martin Jordan pitched idea of running a ‘Public Service Lab’ in summer 2016 in Berlin. The event took place in the brand-new office of Fjord Berlin in Prenzlauer Berg.
William Jephcote | Human-Centred Designer | PortfolioWilliamJephcote
I have a deep passion to improve lives by automating meaningless tasks, so we can focus on doing what brings us purpose. Facilitating the ‘Double-Diamond’ Design Thinking methodology is at the center of my approach to collaboratively create products, services and experiences.
In this document, we have collected and compiled the most important experiences and lessons learned from the last six years of our award winning social intranet. With it, we want to give inspiration, courage and confidence to people who face similar situations at their companies, and sometimes obstacles and challenges: "Keep going! It's worth it."
How can government become more innovative -- with citizens, businesses and ngo's at the very center? The presentation outlines the work of MindLab, a cross-ministerial innovation unit in Denmark. It is MindLabs mission to involve end-users in innovating public policies and services, in close collaboration with government officials of three national ministries. www.mind-lab.dk or www.mindblog.dk (also in English)
Digital Workplace Trends and TransformationJane McConnell
(D.C. version) Get in touch if you'd like a download link. These are first results from the 2014 Digital Workplace survey. It is an enhanced presentation from the one delivered early November 2013 in Washington DC at KMWorld.
Creating digital tools for mental health and employment support: the discover...Department of Health
This report maps out the needs of potential users of an online mental health and work assessment and support service, suggests key user groups and presents a set of design principles for any a potential future service.
This is a mini-e-book outlining how you can use serendipitous conversations as part of your KM strategy to improve knowledge sharing in your organisation.
ISS 2020 Vision: Future of Public Sector Outsourcingjs9229a
The ISS 2020 Vision: Future of Public Sector Outsourcing report builds upon and extends the scope of the two previous ISS 2020 Vision studies: Scenarios for the Future of the Global Facility Management Industry (2011), and New ways of Working: The Workplace of the Future (NWOW) (2013). The two previous reports identified and examined how societies prioritize technological solutions and environmental sustainability – including the reduction of greenhouse gas emissions, resource-efficiency, and eco-toxicity of products and services – to develop new services.
A CONFERÊNCIA HUMAN HABITAT 2012 com Christian Bason terá lugar no Auditório Mar da Palha do Oceanário de Lisboa, no Parque das Nações. Christian Bason, dirigente do MindLab na Dinamarca, irá falar sobre: Inovação e Design como Impulsores do Desenvolvimento Social. Christian Bason é o responsável pelo MindLab Dinamarquês, organização governamental que compreende diversos ministérios, cujo objeto é a inovação centrada no cidadão. O MindLab integra os Ministérios de Negócios e Crescimento, Emprego e Impostos. Antes de assumir as suas funções no MindLab, Christian dirigiu o organismo público Ramboll. Dedica-se apaixonadamente a transformar o sector público no sentido de responder de modo integral às necessidades dos cidadãos e da sociedade, leciona em universidades, é conferencista e aconselha governos em todo o mundo. Contribui regularmente com artigos de opinião para a imprensa e blogues e é o autor de quatro livros sobre liderança, inovação e mudança no sector público, sendo o título do mais recente “Liderar a Inovação no Sector Público: cocriação para uma sociedade melhor” (Policy Press, 2010).
O enfoque desta Conferência está na demonstração das oportunidades de intervenção nas nossas cidades, conducentes à optimização do desempenho energético-ambiental, assentando em medidas e ações robustas e inovadoras.
A Conferência é dirigida a todos os decisores que contribuem para a qualidade de vida nas cidades.
Welcome to the new world of planning Ronald Buijsse - 2009Ronald Buijsse
This book explains what is new in the world of resource planning, especially in vehicle routing and workforce planning. It explains the technologies which are being used to exploit the opportunities of data driven decision making. This book explains the advantages of data science already in a period, when data science as a buzz word was just coming up.
Let’s get hands-on in April! Everybody loves LEGO bricks. It’s being increasingly brought into the boardroom rather than the playroom. Business skills trainer Julian Kea joined us to explain the magic behind LEGO and their methodology Serious Play and straightened out some misconceptions through practical tips and use cases.
As a business skills trainer, Julian loves hands-on and brain-based workshop approaches. He has been using the LEGO Serious Play method and materials since 2013, mostly for strategy and team development. Together with Cori Moore, he founded the local #LSPmeetup community.
The event took place at Zalando Tech’s amazing innovation space in Mitte. They also took care of both drinks and snacks.
During the second half of the 20th Century, the western world lost touch with what used to be one of the most sophisticated and ritualistic service experiences of all time: funerals. Post-war Europe turned its back on flamboyant funeral traditions, leaving our modern mourning rituals to become unadapted and superficial, orchestrated by a predominantly conservative, stagnating and profit-oriented industry.
But things are starting to change. New generations are making steps to break this exhausted taboo, and bring death back into the circle of life… We feel that as designers, we too have our role to play in the comeback of this human-centric service.
As founding members of the Re.Designing Death Movement, Virginie, a Designer and Cori an Innovation Facilitator shared with us their mission to bring death to the forefront of innovation. The duo – both incidentally workshop experts – invited us to discover one of their gamified ideation activities, where we attempted to bring humanity into this service offering, and put the ‘fun' back into ‘funerals'.
Companies need to learn how to apply service design themselves – instead of relying only on external experts. This edition of Service Design Drinks followed a pragmatic approach that provides best practices on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
This edition took place at BCG Digital Ventures amazing Mitte office. The speaker was Manuel Großmann, co-founder of Fuxblau.
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
Strategising with Service as Business Logic / Service Design DrinksService Design Berlin
Service design is en vogue. These days even the most hesitating companies engage in little experiments with the ‘new discipline’. A myriad of methods and tools are taught and trained. ‘Mindsets’ we say have to be developed; philosophies shaped … And yet: Service designers still have a hard time legitimizing their ways of working to all these people in organization who do not seem to ‘get it.’ It still is hard to get really holistic service systems to work. When it comes to implementation, great experience concepts often face resistance not only from operations but also due to a lack of strategic direction. The problem is: When reasoning with top management, service designers are rarely on eye-level. This is not only because of current power structures but also because our notions of service design conceptualize the young field in a rather narrow way. Honestly, most predominant ideas of service design aren’t strategic at all.
The HPI research fellow Jan Schmiedgen gave a glimpse into Service-Dominant Logic, an admittedly abstract but extremely handy theory of service, which provides you with a strategic lens on how to run your business, (re)define your market and even your industry boundaries. Amongst scholars Service-Dominant Logic is already perceived as a new marketing paradigm; a lens to view all economic activity in the world. For you as serve designers it might be a good foundation to base your strategic conversations with top-management on. If you really want to make ‘service thinking’ central to all our business activities, there is no getting around Service-Dominant Logic.
The talk took place at the epicenter of the Berlin tech community – Factory Berlin in Mitte.
Factory is the first and largest startup campus in Germany. With over 16,000 square meters of office space, Factory brings best in class technology businesses together with early stage startups and talents by providing an outstanding work environment, a curated community of founders and quality events.
After a little summer break Service Design Drinks came back for the serious things in life: How do you design for financial services? What are the special challenges when working on experiences around people’s future well-being and prosperity? How do you build trust? Or even turn future financial planning even into a little fun?
Nina Birri and Sebastian Frederick Müller are service designers at SI Labs in Berlin and were the evening’s guest speakers. Sebastian designs for financial technology since 2011, most prominently working on mobile applications for ING-DiBa. Nina has a background in business and economics and previously led design thinking projects for the Zürcher Kantonalbank.
Their lightning talk on ‘Designing for Financial Services’ was followed by an interactive hands-on exercise. Afterwards there was time for drinks and mingling.
Companies need to learn how to apply Service design themselves – instead of relying only on external experts. The session at KISD Conference on 2015 followed a pragmatic approach that provides best practises on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation was to shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
Manuel Großmann and Martin Jordan presented at KISD Conference on May 18 under the overarching topic of ‘Refining the Meaning of Design’
In its essence, services are intangible and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts.
The second Service Design Drinks of 2015 was about the basics of visual literacy and how we can apply them to support the design of services. Our new team member Mauro Rego gave an introduction and demonstrated tools and examples of visualisation in service design.
It took place at the great Service Innovation Labs’ office in Berlin-Kreuzberg.
Service Design Drinks started off into their 5th year. This edition discussed one of the most important services – education.
Our own Manuel – who recently co-organised a summit on the future of education – shed light on educational services in Germany with focus on digital tools. He presented a study, discuss today’s challenges and potential approaches to them.
To fit the topic the event took place at the ‘Evangelische Schule Berlin Zentrum’, known for its application of design thinking in the classroom.
What do people use a service for? What problem are they trying to solve? This edition of Service Design Drinks introduced to a tool based on the increasingly popular jobs-to-be-done framework. It helps you to better understand problems with a fresh approach by examining contexts and describing desired outcomes.
This edition’s presenters Thomas Hütter, Hannes Jentsch and Martin Jordan are system and experience designers at HERE, a Nokia business. In the past year they reviewed the internal design processes and explored new tools that are worth sharing.
The Berlin spring drinks invite you to discuss and explore service innovation in the retail sector. What are business challenges? What are emerging drivers? What behavioural changes can be observed?
Guest speaker Johannes Wrubel, an independent brand consultant, will give an introductory talk. Afterwards a hands-on session will make the topic tangible for you. It’s followed by open mingling at the beautiful Fjord Berlin office.
Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründer...Service Design Berlin
This is the presentation Olga and Manuel gave during a 4-hour course at Gründerszene. The course gave an introduction into the topic service design. During interactive sessions 3 important service design tools were explored: Personas, User Journeys and the Service Blueprint.
The slides are mostly in German.
Gründerszene is the largest online-magazine for startups in Germany and also offers educational courses around important startup topics.
This presentation provides an introduction to Service Design. It underlines the relevance of the topic. The second part focuses on designers in Berlin and explains where Service Designers can work in Berlin and how to gain further knowledge in the field.
The presentation was shown at the International Design Center in berlin (IDZ) as part of the "Design & Company" program in September 2013.
The first ever Global Gov Jam in its Berlin edition — 2 days to innovate the public sector with 20 energetic jammers from gov, design, research and communication.
This is the documentation of the jam in German.
What are you building? A digital product, you think? Think again! Almost certainly you are building a service, not a product – although your product managers, product owners and maybe even digital product designers make you believe the opposite.
This 90 min workshop showed you why to consider your offer as a service. It introduced to a service mindset, characteristics of services as well as useful service design tools. The workshop consisted of short inputs and related hands-on sessions. The are the slides of the workshop’s input.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
How about improving your skills in visual thinking and drawing? Berlin’s first Service Design Drinks in 2013 covered the why, when and how of being visual and helped unleashing hidden abilities with 3 exercises. The meet-up took place at Café Nest in Berlin-Kreuzberg with more than 60 attendees. Here is the input and exercise part in a slide deck.
Berlin’s November 2012 meet-up explored story-telling for service design. Based on the 7 basic plots by Christopher Booker the visitors created amazingly strange stories in a hands-on session. With acting-out and other techniques the 50+ people demonstrated their hidden talents and had long ongoing conversations afterwards.
What makes one service more remarkable than another? Which experiences make peoples return to a business or place? This hands-on workshop invited to compile, discuss and cluster well-designed services. Its goal was to collaboratively collect and explore outstanding service implementations and best-case examples. The workshop aimed at finding patterns and distinguishing different types of services.
This workshops’ outcome will be refined, elaborated and used to build a comprehensive database of exceptional services, both physical and digital. The compiled service collection will surface and be shared on an interactive map.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
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
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
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
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!
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’