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.
How design is shaping thinking at the heart of GovernmentAndrea Cooper
RSA Bicentenary lecture 2015 - What is the role of design thinking in Government? This talk was first given in October 2015 at the Royal Society of Art. It looks at how design approaches are being used to open up policy-making, enabling a wider group of people to shape ideas at the heart of Government.
Andrea is the Chief Designer at Cornwall Council with responsibility for service design and innovation. In this talk Andrea will discuss the challenges and successes of engaging a Local Authority in design practices. Having directed the multi award-winning social enterprise ‘Designs of the Time’ (Dott Cornwall) for two years, Andrea will also consider the value of design as a way of encouraging new approaches to local government innovation.
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
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.
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.
How design is shaping thinking at the heart of GovernmentAndrea Cooper
RSA Bicentenary lecture 2015 - What is the role of design thinking in Government? This talk was first given in October 2015 at the Royal Society of Art. It looks at how design approaches are being used to open up policy-making, enabling a wider group of people to shape ideas at the heart of Government.
Andrea is the Chief Designer at Cornwall Council with responsibility for service design and innovation. In this talk Andrea will discuss the challenges and successes of engaging a Local Authority in design practices. Having directed the multi award-winning social enterprise ‘Designs of the Time’ (Dott Cornwall) for two years, Andrea will also consider the value of design as a way of encouraging new approaches to local government innovation.
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
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.
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.
Putting people first: accessibility through designSnook
When designing a service consider the Holistic view. From current users, vulnerable users, complex users, future users, and those who deliver the service (including those in management) This talk was presented at the Techaus Fest in Glasgow - Digital Festival Launch.
Moving Beyong the Consultancy Model | Exploring internet based approaches to ...Snook
Our presentation to support paper on Exploring internet based approaches to support youth mental health at the 19th Annual Design Management Conference
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
From Interaction to Impact: Connecting Design with Social OutcomesKristin Low
Managing the 'social layer' of designing for impact is the most unpredictable things to manage as an experience design practitioner. The most well designed product and service can completely unravel wherever people are involved and there are different, (often competing) agendas.
Navigating the social eco-system is a critical part of creating an impactful outcome, one that requires a special mode of understanding and a skill set that is more akin to diplomacy than UX.
UXSG2014 Lightning Talks - From interaction to impact (kristin_ashwin)ux singapore
From interaction to impact
Presented by
Kristin Low
Co-founder
On-off Design & Technology, Hong Kong
and
Ashwin Anandani
Managing Director
On-off Design & Technology, Hong Kong
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.
Internet Jerk: How I learned to stop making junk and start making stuff that ...Melbourne Geek Night
The world's biggest brands and best digital talent are actively making the internet worse, bit by bit. But there’s no good reason why we shouldn’t be using the same opportunities to make stuff that adds value to people's lives. This is Adam's story of learning to design for Good.
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.
Presented at Accenture South Africa
CRM Executive Summit, 8 July 2009, Johannesburg
What does the emerging participatory culture - in which people produce, share and consume content - mean for a developing country like South Africa? I share my technology experiences from the education, e-government and developmental sectors and offer suggestions for engaging low-income markets through participatory media.
Journey To The Centre Of The Crowd... And Back Again - Crowdsourcing For New ...Pulsar Platform
Crowdsouring is a buzzword that has been knocking around for a while now. There is a lot of thought, theory and ongoing conversation about it, and we're starting to see brands begin to use it in various different formats.
But how does it work in the research & innovation world?
'Journey To The Centre Of The Crowd... And Back Again' explores crowdsourcing from it's definition and gives hints, tips and strategy advice on how you can implement crowsourcing for innovation.
Face is the co-creation planning agency. We bring brands and consumers together to co-create insights, innovation and communications strategy. To find out more check out our site: www.facegroup.co.uk
Keen to start working in a more user-centric way but not sure where to start?
As part of Service Design Fringe Festival in London, we hosted an evening understanding a range of different techniques for designing user-centred services and engaging citizens in the design process. We explored projects including Good Finance, Cyclehack and our collaborative work with Democratic Society looking at the future of government online consultations.
Talk given at UXNZ 2016, exploring key "edges" of practice we are exploring in co-design in Aotearoa. With thanks to all the community members and practitioner who shared their experiences in this talk.
Talk Abstract:
Across Aotearoa (New Zealand), co-design is rapidly being adopted in public and community contexts to tackle complex national issues and policies such as youth employment; smoking cessation; community health and wellbeing; homelessness
and family violence.
Many of these are large-scale, complex social change innovations and experiments that bring together new groups of people, which means working together in new ways. The opportunity to scale co-design to help address systemic national social challenges is both awesome and terrifying. This talk highlights some of the key trends, changes, opportunities and challenges emerging in co-design for social innovation and social outcomes in Aotearoa.
BoosterMedia: Overcome the bottleneck of HTML5 mobile game performanceDevGAMM Conference
Making HTML5 games run well on mobile devices is hard work! We’d like to take a good look into this issue by comparing performance on different versions of iOS and Android. Since there are huge differences in their systems, we will look at what the bottlenecks are on the different platforms, and the different versions of each platform. We would also like to show a mini tutorial in profiling games on Android, and seeing where exactly the bottlenecks lie.
Putting people first: accessibility through designSnook
When designing a service consider the Holistic view. From current users, vulnerable users, complex users, future users, and those who deliver the service (including those in management) This talk was presented at the Techaus Fest in Glasgow - Digital Festival Launch.
Moving Beyong the Consultancy Model | Exploring internet based approaches to ...Snook
Our presentation to support paper on Exploring internet based approaches to support youth mental health at the 19th Annual Design Management Conference
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
From Interaction to Impact: Connecting Design with Social OutcomesKristin Low
Managing the 'social layer' of designing for impact is the most unpredictable things to manage as an experience design practitioner. The most well designed product and service can completely unravel wherever people are involved and there are different, (often competing) agendas.
Navigating the social eco-system is a critical part of creating an impactful outcome, one that requires a special mode of understanding and a skill set that is more akin to diplomacy than UX.
UXSG2014 Lightning Talks - From interaction to impact (kristin_ashwin)ux singapore
From interaction to impact
Presented by
Kristin Low
Co-founder
On-off Design & Technology, Hong Kong
and
Ashwin Anandani
Managing Director
On-off Design & Technology, Hong Kong
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.
Internet Jerk: How I learned to stop making junk and start making stuff that ...Melbourne Geek Night
The world's biggest brands and best digital talent are actively making the internet worse, bit by bit. But there’s no good reason why we shouldn’t be using the same opportunities to make stuff that adds value to people's lives. This is Adam's story of learning to design for Good.
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.
Presented at Accenture South Africa
CRM Executive Summit, 8 July 2009, Johannesburg
What does the emerging participatory culture - in which people produce, share and consume content - mean for a developing country like South Africa? I share my technology experiences from the education, e-government and developmental sectors and offer suggestions for engaging low-income markets through participatory media.
Journey To The Centre Of The Crowd... And Back Again - Crowdsourcing For New ...Pulsar Platform
Crowdsouring is a buzzword that has been knocking around for a while now. There is a lot of thought, theory and ongoing conversation about it, and we're starting to see brands begin to use it in various different formats.
But how does it work in the research & innovation world?
'Journey To The Centre Of The Crowd... And Back Again' explores crowdsourcing from it's definition and gives hints, tips and strategy advice on how you can implement crowsourcing for innovation.
Face is the co-creation planning agency. We bring brands and consumers together to co-create insights, innovation and communications strategy. To find out more check out our site: www.facegroup.co.uk
Keen to start working in a more user-centric way but not sure where to start?
As part of Service Design Fringe Festival in London, we hosted an evening understanding a range of different techniques for designing user-centred services and engaging citizens in the design process. We explored projects including Good Finance, Cyclehack and our collaborative work with Democratic Society looking at the future of government online consultations.
Talk given at UXNZ 2016, exploring key "edges" of practice we are exploring in co-design in Aotearoa. With thanks to all the community members and practitioner who shared their experiences in this talk.
Talk Abstract:
Across Aotearoa (New Zealand), co-design is rapidly being adopted in public and community contexts to tackle complex national issues and policies such as youth employment; smoking cessation; community health and wellbeing; homelessness
and family violence.
Many of these are large-scale, complex social change innovations and experiments that bring together new groups of people, which means working together in new ways. The opportunity to scale co-design to help address systemic national social challenges is both awesome and terrifying. This talk highlights some of the key trends, changes, opportunities and challenges emerging in co-design for social innovation and social outcomes in Aotearoa.
BoosterMedia: Overcome the bottleneck of HTML5 mobile game performanceDevGAMM Conference
Making HTML5 games run well on mobile devices is hard work! We’d like to take a good look into this issue by comparing performance on different versions of iOS and Android. Since there are huge differences in their systems, we will look at what the bottlenecks are on the different platforms, and the different versions of each platform. We would also like to show a mini tutorial in profiling games on Android, and seeing where exactly the bottlenecks lie.
Mit dem Stimmt Workshop Baukasten erhalten Sie das Wissen aus 1500 Workshops und 15 Jahren Beratertätigkeit für gelungene Workshops. Was gehört zu einer fundierten Vorbereitung, Zeitmanagement, Methoden und Kennenlernübungen.
SDD Symposium - Bringing Design to Dialogic Design Peter Jones
Design competencies address many gaps in current SDD practice:
- Lack of methods defined for Discovery
- Contested ways of enacting Action from planning
- Creative approaches to coalition formation
- Ability to better adapt & stage practices to differing cultures
Designing a human centred mindset to lead at the edgeZaana Jaclyn
Workshop delivered by Huddle Academy for ALIA Online 2015, February 2, Sydney, Australia.
Workshop outline: Customer expectations are continually increasing, demanding more personalised and customised services and experiences. As a result, understanding your customers and designing services and experiences for them is critical in drawing them to engage with your organisation. Simultaneously it is essential to understand the people in your organisation and enable them to be adaptive to changing needs and to provide them with enjoyable and meaningful work experiences. This means being in service to your customers as well as the people who work in your organisation.
This one day workshop is for those who are seeking to be more effective leaders through developing a human centred mindset. It will focus on building your understanding of the value and principles of being human centred. These principles include putting people first through being empathic, curious, collaborative, and courageous. You will learn methods for how you can better understand your customers and your organisation for the benefit of designing and delivering amazing services and experiences. We will do this through a range of practical hands on activities where you will have the opportunity to experience a set of tools you can apply within your workplace.
Systemic Design Principles & Methods (Royal College of Art)Peter Jones
For a guest lecture for Qian Sun and the RCA Service Design program, April 29, 2015, Talk based on the 10 shared design principles for complex social systems, related to the 2014 paper: https://ocad.academia.edu/PeterJones and http://designdialogues.com/publications/
IIDEX 2013
Abstract: This presentation aims to put strategic design into perspective as a new culture of decision-making. Design strategy is about creating roadmaps and brand experiences that are transcendent and resilient. It is about processes that embark on social engagement as a catalyst for systemic organizational change. It is about systems of products and services that are strategically innovative and holistic. Design strategy is about a mindset, a way of thinking and a set of tools that help businesses, organizations and institutions realize what it is that they should be doing next, how they can do it, and most importantly, why they should be doing it in the first place.
Backcasting - IA Summit 2007 Session PresentationMatthew Milan
Presentation on the use of Backcasting as a strategic discovery process tool for information architects.
Presented by Matthew Milan and Sam Ladner at the 2007 IA Summit in Las Vegas
Service Design ist in aller Munde: Ob und wie ein Unternehmen Service Design für sich nutzen kann, hängt maßgeblich davon ab, wie die Organisation entwickelt ist; ob sie die nötigen Kompetenzen entwickeln kann, Service Design effektiv um zu setzen.
In der Präsentation wird auf die Frage eingegangen, wie Unternehmen ihre Dienstleistungen auf den Menschen ausrichten und damit Mehrwert erzeugen können.
Dabei stellt sich gerade für kleine und mittelständische Unternehmen die Frage, ob und wie sie mit Service-Design Schnittstellen zum Kunden verbessert werden können und vor allem auch, wie Service-Design Ansätze in der eigenen Organisation verankert und lebendig gehalten werden.
Im Rahmen eines interaktiven Vortrags wurde erarbeitet, wie man Service-Design Ansätze erfolgreich in Unternehmen entwickelt und was die Voraussetzungen für eine erfolgreiche Umsetzung sind.
10 things that only existed in sci-fi movies (by @creaxnv)CREAX
Sci-fi movies offer us a peek into the future. They let us dream of what might be possible. Interestingly, even the most bizarre dreams come true. We listed 10 sci-fi inventions which are plain technology today.
WeLive project Open Government We-Government Tools Open Innovation Open Services Open Data Focus Groups Public Service Apps Bilbao Smart Cities Sustainable Participative Cities
Discover a programme that brings together students, entrepreneurs & community groups to develop creative solutions to local challenges.
We help train students to co-design solutions from uncovering local needs with the community to working with them to develop projects that can be taken forward.
We evaluate the insights and impact of the needs & solutions to help public services better understand how to support communities to help each other & use technology.
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.
CityVerve Human Centred Design InductionDrew Hemment
CityVerve Human Centred Design, Induction Workshop, 27 July 2016
Selection of slides from the Human Centred Design induction workshop for project teams with whom FutureEverything will be working in CityVerve.
Authors: Drew Hemment, Simone Carrier, Matt Skinner
Service Design and Innovation. An introduction.
on January 22nd 2020
by Dr. Daniela Sangiorgi and Dr. Lia Patricio
https://www.linkedin.com/in/daniela-sangiorgi-6749aa1b/
https://www.linkedin.com/in/lia-patr%C3%ADcio-bb0761/
At thinkpublic we use creative and innovative design-based approaches to help the public sector, third sector and social enterprises innovate and improve their services, and address social issues.
This book captures our work from 2008.
Rebranding Athens: The ABC and Agora Project.SmartCitiesTeam
The ABC and Agora Project is SmartCitiesTeam's value proposition for Athens Rebranding. Get on board!
Athens CoCreation Branding Project
Panteion University Of Social And Political Sciences
Department of Communication, Media and Culture
MA in Cultural Management
Course: Cultural Marketing and Communication
Course Instructor: Betty Tsakarestou, Assistant Professor and Head of Advertising and Public Relations Lab
Why is Service Design important? This slide deck seeks to answer this question and provides and overview of the process, methods and tools we apply to design better services.
Unleash Your Inner Demon with the "Let's Summon Demons" T-Shirt. Calling all fans of dark humor and edgy fashion! The "Let's Summon Demons" t-shirt is a unique way to express yourself and turn heads.
https://dribbble.com/shots/24253051-Let-s-Summon-Demons-Shirt
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
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.
7. User
Innovation:
New grass
roots solutions
developed
by people
Collaborative
innovation
co-design and
co-delivery of
new solutions
with people
Centralised
Innovation:
professionals
designing new
solutions for
people
Public realm
Professional
realm
50. Thanks to…
Nesta / LGA Creative Councils programme
Dott Cornwall partners: Design Council, Cornwall Council, Technology
Strategy Board, University College Falmouth
Some images from Flickr
Social and Service Design teams:
Sea Communications
Think Public
Something from Us
Leap Design for Change
Cognitive Media
Two
Boex
Cornwall Design
* Views in this presentation my own based on experience in Dott Cornwall and Cornwall
Council developing Thinking Room & Shaped by Us @shapecornwall @thinking_room
Editor's Notes
Localism? VfMIs this ‘small but perfectly formed’ state government’ right for a public document? Is a ‘strategic engine for cornwall, commissioning excellent services on behalf of cornwall. Facilitation, lobbying on behalf of…
‘Design for’Top down dependency cuture
Diffused, interdependencyWhy is this important? To scale massively our ability to create change
Reputation – I have confidence in this brandParticipation – I want to be part of this brandRelevance – The brand has meaning to meNetworkTrust – I trust others in the networkCommunity – the network community is vibrant and activePrivacy – My personal information is protectedExperienceEase - My experience was easyValue – my experience was good valueRecommend – I would recommend this offering based on my experience