The document discusses the principles and importance of service design, emphasizing a user-centered, co-creative, end-to-end, aligning experiences, and holistic approach. It highlights the significance of nurturing relationships and facilitating knowledge among participants to tackle complex issues. Additionally, it presents a case study illustrating the challenges and barriers faced by individuals seeking help, underlining the need for sensitive and informative support systems.

1. EVE GEORGIEVA
Research & Service Design
@dryandusty
@wearesnook
THERE’S MORE TO SERVICE DESIGN
THAN MEETS THE POST-IT NOTES
#UPFRONT

2. What is service design?

3. “Frankly, one of the great strengths of design
is that we have not settled on a single
definition. Fields in which definitions is now a
settled matter tend to be lethargic, dying, or
dead fields, where inquiry no longer provides
challenges to what is accepted as truth”
- Richard Buchanan, 2001

4. Service design is the
design of a service
4

5. A service is something that
helps users do something

6. 6
5 principles of
service design:
1 User-centred
2 Co-creative
3 End-to-end
4 Aligning experiences
5 Holistic

7. 1 User-centred
Service design is about
understanding people’s
experiences

8. 2 Co-creative
Service design includes
everyone

9. 3 End-to-end
Service design considers
the end-to-end user
journey

10. 4 Aligning
experiences
Considering experiences
from different perspectives
and matching these in the
process

11. 5 Holistic
Service design considers
the entire environment of a
service

12. 12
Service design is the
design of services but
what are our guides?

13. 13
Snook’s principles
1 Working live
2 People as assets
3 Relationships as materials
4 Playing with politics
5 Designing sensitively

14. 14
Why is it important to
build and nurture
relationships?

15. 15
5 principles of
service design:
1 User-centred
2 Co-creative
3 End-to-end
4 Aligning experiences
5 Holistic

16. 16
5 principles of
service design:
1 User-centred
2 Co-creative
3 End-to-end
4 Aligning experiences
5 Holistic

17. 17
But behind this:
1 Relationships
2 Facilitation
3 Mapping
4 Politics
5 Sensitivity
5 principles of
service design:
1 User-centred
2 Co-creative
3 End-to-end
4 Aligning experiences
5 Holistic

18. Service Design:
building and nurturing
relationships

19. | RELATIONSHIPS

20. | RELATIONSHIPS

21. 21
Designing a
process to bring
people together
| RELATIONSHIPS

22. | RELATIONSHIPS

24. “There seems to be a general consensus that
there is no culture here. I'd just like that to
change. I'd like to believe it myself. Wherever
there's people, there's culture, right?”
– Citizens Circle member

25. | RELATIONSHIPS

26. | RELATIONSHIPS

27. | RELATIONSHIPS

28. | 1 RELATIONSHIPS

29. Tool(kit)s are just a
method to gather
insights
| RELATIONSHIPS

30. 30
You can ‘fan the
flame’ but you can’t
force the process
| 1 RELATIONSHIPS

31. Service Design:
facilitation

33. Good facilitation is
about supporting
participants to
understand priorities
and needs, to enable
them to tackle
complex issues

34. We’re not just
designers.
We’re facilitators of
people’s knowledge.
| FACILITATION

35. Service Design:
designing sensitively

36. Nurturing
relationships doesn’t
only take time. It
takes consideration.
| SENSITIVITY

42. Chelsea’s boyfriend
punched her and she
went to see her GP with
a black eye. She was too
scared to go to the police
because of previous
history using cocaine.
This time, all they gave
her was an informational
leaflet. After receiving it,
Chelsea went back home.
• Lack of information and
compassion from GP
• Fear of police
• No information about what
belongings to take or what it is like
living in a refuge
• No Internet access
• Boredom
• Lack of connection with other
women in refuge and friends
• Lack of finance
• Lack of housing
• Withdrawl from drugs
• Friends not talking to her
• Isolation and feeling alone
• Lack of clarity of legal system in
regards to cocaine usage
• Mistrust with public services, has
tried to leave 3 times and it didn’t
work. Doesn’t feel safe and doesn’t
know who to trust
• Lack of education
• Hidden mobile app to reach
immediate help from comfort
zone
• Education
• Having access to certain
documents/evidence ‘on her
phone
• A safe place to store important
information online for when
she decides to leave and
accessing it remotely
• Hiding her search history
• Refuge sites untrackable • Ask Frank/ support on cocaine
addiction withdrawal / recovery
Chelsea’s boyfriend went
out to buy groceries in the
local shop.
During the time he was
away, Chelsea quickly
went on the computer to
research refuge locations
outside town.
She packs her bag and
leaves the house within
15 minutes and travels to
the refuge.
She arrives at the refuge
and sees a case worker to
register a place.
She’s feeling very fragile
and emotional.
The case worker asks her
to tell story.
She tells the story and the
worker tells her refuge
protocol.
She sees most women
are older and a lot don’t
speak English.
There is no wifi or internet
access or anything to do.
She decides to leave and
her only option is to go
back to her boyfriend.
She’s currently suffering
from cocaine withdrawal
symptoms and goes back
home to get another ‘fix’.
She has nowhere else to
go and doesn’t want to be
homeless.
Barriers
Support from
organisation
Chelsea, 19
Feelings
• Lack of information on finances
• GPS phone tracker
• Secure internet connection
in refuge with information on
safe use
• Information on online
communities for victims/
survivors
Opportunities
• Scanner or app / refuge worker
explaining what to look for and
delete tracker on phone
• Information on technology
provided - safe of using
devices, tracking systems
• Easy to understand information
on finances

44. Chelsea’s boyfriend
punched her and she
went to see her GP with
a black eye. She was too
scared to go to the police
because of previous
history using cocaine.
This time, all they gave
her was an informational
leaflet. After receiving it,
Chelsea went back home.
• Lack of information and
compassion from GP
• Fear of police
• No information about what
belongings to take or what it
is like living in a refuge
• No Internet access
• Boredom
• Lack of connection with other
women in refuge and friends
• Lack of finance
• Lack of housing
• Withdrawl from drugs
• Friends not talking to her
• Isolation and feeling alone
• Lack of clarity of legal system
in regards to cocaine usage
• Mistrust with public services,
has tried to leave 3 times and
it didn’t work. Doesn’t feel safe
and doesn’t know who to trust
• Lack of education
• Hidden mobile app to reach
immediate help from comfort
zone
• Education
• Having access to certain
documents/evidence ‘on her
phone
• A safe place to store important
information online for when
she decides to leave and
accessing it remotely
• Hiding her search history
• Refuge sites untrackable • Ask Frank/ support on
cocaine addiction withdrawal
/ recovery
Chelsea’s boyfriend went
out to buy groceries in the
local shop.
During the time he was
away, Chelsea quickly
went on the computer to
research refuge locations
outside town.
She packs her bag and
leaves the house within
15 minutes and travels to
the refuge.
She arrives at the refuge
and sees a case worker to
register a place.
She’s feeling very fragile
and emotional.
The case worker asks her
to tell story.
She tells the story and the
worker tells her refuge
protocol.
She sees most women
are older and a lot don’t
speak English.
There is no wifi or internet
access or anything to do.
She decides to leave and
her only option is to go
back to her boyfriend.
She’s currently suffering
from cocaine withdrawal
symptoms and goes back
home to get another ‘fix’.
She has nowhere else to
go and doesn’t want to
be homeless.
• Lack of information on
finances
• GPS phone tracker
• Secure internet connection
in refuge with information on
safe use
• Information on online
communities for victims/
survivors
• Scanner or app / refuge worker
explaining what to look for and
delete tracker on phone
• Information on technology
provided - safe of using
devices, tracking systems
• Easy to understand information
on finances

50. 50
| ABOUT US
We have a
responsibility to
handle people’s
stories sensitively
| SENSITIVITY

51. Service Design:
5 key points

52. 52
| ABOUT US
1. It takes time
2. Relationships, not processes
3. We’re all part of the problem.
And the solution
4. Genuineness and openness
5. Facilitation and sensitivity
| SERVICE DESIGN

53. Service Design is
more than meets the
post-it notes
| SERVICE DESIGN

54. THANKS!