In November 2014, Nesta was invited by the OECD to run a workshop on 'Designing & Prototyping Public Services' at the annual OECD conference in Paris. This was delivered as part of our Design for Europe programme - designforeurope.eu. During the session Stephane Vincent, director general at public service lab La 27e Région, delivered this presentation on training civil servants in service design.

2. Empowering a group of civil servants with
service design capacities : stage 1
15 civil servants from the Regional
Council of Champagne-Ardenne
engaged during 10 weeks in a
training process (June 2012)

3. day 0 : choose a topic
Lyceo is a free, prepaid debit and discount
card for school-related purchases, book
loans and cultural outings.
Less than 20% of the targeted population
use Lyceo.

4. day 1 : co-design a
methodology
All the participants are given cameras.
Their job : taking pictures of Lyceo wehever
it is : adversting, flyers, wallets…

5. day 2 : test this
methodology for real
The civil servants divide into small
groups and visit youth, manager,
teachers, parents, in schools, theaters,
etc.

6. day 3 : analyse the results all
together
With the help of the designers, the group
builds a « touchpoint matrix » with the
results of the visits. They analyse the
results, identify problems and obstacles.

7. day 3 : build models and
prototypes
One problem identified is about the
manual of Lyceo.
The group builds the model of a manual
that would be much more convenient for
users.

8. day 4: test your models and
prototypes
They return in visits and expose
users to the models.

9. day 5 : present the process, results and
prototypes to the top managers
An exhibition is organized for the regional
managers and officials.