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.

1. Dr Andrea Siodmok
13th March 2014
CELC
Service design
futures

2. How can we create
more sociable
services*?
* Services that capture peoples’ imagination
and deliver social and fiscal value.

3. Insights
Think Public
with Dott Cornwall

4. Creative Solutions
DESIRABLE
Desires
Needs
Creativity
FEASIBLE
Technical
Practical
Relevant
VIABLE
Valuable
Economical
Sustainable

5. 1. Service re-design
2. Integrated services
3. Sociable services

6. Public realm
Professional
realm

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

8. fiscal
capital
social
capital
Sociable
services*
(Peer to Peer
etc.)
Service
integration
(Hybrid value
chains)
Service Re-
design
(public services)
* Not to be
confused with
‘Social’ Services of
the state

9. 1. Service
re-design

10. Services for

11. Image by Cognitive Media
From Design Council
Public services by design

12. Image by Cognitive Media
From Design Council
Public services by design

13. Image by Cognitive Media
From Design Council
Public services by design

14. Image by Cognitive Media
From Design Council
Public services by design

15. Examples of Service
Design tools and
techniques

16. Design Ethnography
Sea Communications
From Dott Cornwall

17. Co-design
Sea Communications
From Dott Cornwall

18. I - services
‘HealthBook’
Workplace
Scamps

19. Serious GamesLegible Hospital
What ifs?

20. Rapid prototyping
Sea Communications
From Dott Cornwall

21. Experience prototypes
Think Public with Dott Cornwall

22. Service propositions

23. Service blueprints
Image from
Lucerne University

24. 2. Integrated
services

25. local ingenuity &
professional
knowledge
Services with
[partners, professionals & public]

26. Thinking Room
In 2011 Cornwall Council
developed a new citizen centric
approach to innovation.

29. MIXEDECONOMY

30. NEGATIVE
STEREOTYPES

31. POSITIVES
Righteous
Individualistic
Nimbyism
Vested interests
Isolated impact
Ineffectual
Risk averse
Inertia
Silos
Profit motive
Unaccountable
Irresponsible
Bureaucratic
Wasteful
Inflexible

32. POSITIVES

33. POSITIVES
Passionate
Empathic
Resourceful
Benevolent
Resilient
Entrepreneurial
Purposeful
Trusted
Scalable
Adaptable
Efficient
Ingenious
Democratic
Accountable
Civic
Adapted from
Nick Jankel

34. POSITIVES
SHARED
Vision
Language
Accountability
Relationships
Creativity
Trust

35. 3. Sociable
services

36. Services by

37. UK Informal
economy:
49.1 million adults in
UK* or 35x the size
of the NHS.
[*2010 census]

39. Sharing Economy
SOCIAL
Reputation
Participation
Relevance
NETWORK
Trust
Community
Privacy
EXPERIENCE
Ease
Value
Recommend

41. Sea Communications
From Dott Cornwall

43. Sea Communications
From Dott Cornwall

44. Sea Communications
From Dott Cornwall

45. Sea Communications
From Dott Cornwall

46. Eden Project Community Innovation AwardsSea Communications
From Dott Cornwall

47. Shaped by Us...
Virtual incubator for citizen
entrepreneurs

48. Sea Communications
From Creative Councils

49. Sea Communications
From Creative Councils

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