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Service I Design I Technology
Why is Service Design
important?
Critical to improving customer experience.
Provides a process that enables organisations
...
©	
  Design	
  Council	
  
Project	
  photo	
  –	
  Designing	
  the	
  future	
  of	
  Adult	
  Social	
  Care	
  worksho...
Our Service Design
Tools and Techniques
Project	
  photo	
  –	
  Designing	
  the	
  future	
  of	
  Adult	
  Social	
  Ca...
Discovery workshops
Bringing people together to agree
goals and develop a shared vision.
Project	
  photo	
  –	
  South	
 ...
Understanding challenges
Outreach methods that build
A shared understanding of
the problem.
Project	
  photo	
  –	
  Desig...
Visioning workshop
Helps teams develop
a shared vision
Ethnography
Shadowing users or spending time with
Them discussing t...
User Experience
We develop ‘Personas’ to represent
different end users.
Project	
  photo	
  –	
  Designing	
  the	
  future...
User journey mapping
Detailed analysis of a service from a
user’s point of view. Mapping key touch
points and physical int...
Asset mapping
Mapping the skills, knowledge
resources and places that exist.
Project	
  photo	
  –	
  New	
  Work	
  Cornw...
Co-design workshops
Enable groups of people to
come together to share ideas.
Project	
  photo	
  –	
  South	
  West	
  Fut...
Challenges
‘Change cards’ are used to
build a shared understanding
of the problem.
Change Cards
We use change cards in co-...
Sketching
Rapid idea generation.
Sketching is a good way
to visualise new ideas.
Project	
  photo	
  –	
  New	
  Work	
  C...
Prototyping
Table top prototyping and
modeling helps teams to
visualise how a service might
work and test assumptions.
Pro...
Service Blueprinting
Service blueprints reveal
the intended service delivery
across different channels (e.g:
digital, phone...
Digital Platform
Our crowdsourcing platform promotes
collaboration through the exchange of ideas,
knowledge time and resou...
Toolkits
Facilitation
Training
Project	
  photo	
  –	
  Presen1ng	
  a	
  new	
  community	
  toolkit	
  at	
  the	
  Desi...
Who do we work with?
Project	
  photo	
  –	
  Designing	
  the	
  future	
  of	
  Adult	
  Social	
  Care	
  workshop	
  	...
Who do we work with?
“The	
  team	
  at	
  Made	
  Open	
  are	
  helping	
  us	
  
work	
  collabora9vely	
  with	
  ci9z...
Who do we work with?
“One	
  key	
  objec9ve	
  was	
  to	
  use	
  service	
  
design	
  to	
  bring	
  key	
  partners	
...
How can we help you?
Find out more at
www.madeopen.co.uk
Project	
  photo	
  –	
  Designing	
  the	
  future	
  of	
  Adul...
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Service Design tools and techniques

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Why is Service Design important? A summary of our design process at Made Open including a range of tools and techniques.

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Service Design tools and techniques

  1. 1. Service I Design I Technology
  2. 2. Why is Service Design important? Critical to improving customer experience. Provides a process that enables organisations to truly understand their service users and engage in meaningful ways. Leads to operational efficiencies and competitive differentiation – driving profits and cost savings                  Made  Open   Project:  Adop1on  and  Fostering  Service  
  3. 3. ©  Design  Council   Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    The  Double  Diamond  Design  Process  
  4. 4. Our Service Design Tools and Techniques Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Designing  the  future  of  Adult  Social  Care  
  5. 5. Discovery workshops Bringing people together to agree goals and develop a shared vision. Project  photo  –  South  West  Global  Service  Design  Jam                    Made  Open   Project:  Global  Service  Design  Jam  
  6. 6. Understanding challenges Outreach methods that build A shared understanding of the problem. Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Campaign  to  encourage  young  people  to  vote  
  7. 7. Visioning workshop Helps teams develop a shared vision Ethnography Shadowing users or spending time with Them discussing their lived experience in real context. Project  photo  –  BT  ALFI    Telecare  service                    Made  Open   Project:  BT  Alfi  Telecare  Service  
  8. 8. User Experience We develop ‘Personas’ to represent different end users. Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Designing  the  future  of  Adult  Social  Care  
  9. 9. User journey mapping Detailed analysis of a service from a user’s point of view. Mapping key touch points and physical interactions. Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project  photo  –  BT  Alfi  Telecare  Service  
  10. 10. Asset mapping Mapping the skills, knowledge resources and places that exist. Project  photo  –  New  Work  Cornwall  workshop  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  New  Work  Cornwall  
  11. 11. Co-design workshops Enable groups of people to come together to share ideas. Project  photo  –  South  West  Futures  workshop  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  South  West  Futures  workshop  with  the  RSA  
  12. 12. Challenges ‘Change cards’ are used to build a shared understanding of the problem. Change Cards We use change cards in co-design workshops to change the scope of the problem by prompting new perspectives. Project  photo  –  Export  Jam  (with  Policy  Lab)                    Made  Open   Project:  Designing  the  future  of  Export  (with  Policy  Lab)  
  13. 13. Sketching Rapid idea generation. Sketching is a good way to visualise new ideas. Project  photo  –  New  Work  Cornwall                    Made  Open   Project:  New  Work  Cornwall  
  14. 14. Prototyping Table top prototyping and modeling helps teams to visualise how a service might work and test assumptions. Project  photo  –  Co-­‐designing  the  future  of  policing  (with  Policy  Lab)  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Fuel  Poverty  and  Energy  Efficiency  Workshop  
  15. 15. Service Blueprinting Service blueprints reveal the intended service delivery across different channels (e.g: digital, phone, face 2 face). Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  BT  Alfi  Telecare  Service  
  16. 16. Digital Platform Our crowdsourcing platform promotes collaboration through the exchange of ideas, knowledge time and resources Project  photo  –  Presen1ng  a  new  community  toolkit  at  the  Design  Council                    Made  Open  
  17. 17. Toolkits Facilitation Training Project  photo  –  Presen1ng  a  new  community  toolkit  at  the  Design  Council                    Made  Open   Project:  Presen1ng  the  Community  Toolkit  at  the  Design  Council  
  18. 18. Who do we work with? Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Clients  
  19. 19. Who do we work with? “The  team  at  Made  Open  are  helping  us   work  collabora9vely  with  ci9zens,  service   providers,  commissioners  and  the   voluntary  sector  to  improve  the  quality   and  sustainability  of  our  services.”       Denbigh  Cowley  –  Programme  Manager   Cornwall’s  Transforma1on  Challenge  Award   Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Tes1monial  
  20. 20. Who do we work with? “One  key  objec9ve  was  to  use  service   design  to  bring  key  partners  together  and   to  ‘sell’  the  design  process  to  work  on  new   types  of  solu9ons.  By  working  together   with  experienced  designers  at  Made  Open   we  gave  staff  ‘permission’  to  think   differently,  and  to  be  more  innova9ve  to   solve  problems.”     Amanda  Pujol,     Business  Manager,     Health  &  Housing,     Teignbridge  Council     Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Tes1monial  
  21. 21. How can we help you? Find out more at www.madeopen.co.uk Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Tel:  01872  862547              E-­‐mail:  hello@madeopen.co.uk  

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