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Designing Services for the Public / Service Design Drinks
The document discusses the importance of designing public services to better meet citizens' needs and expectations, particularly in light of declining government budgets. It highlights various innovative approaches and examples from different countries, such as Denmark and Singapore, illustrating how user research and co-design can enhance public service delivery. The takeaways emphasize the need for a holistic approach to service design that considers both internal and external stakeholders.
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Service design for the public sector; Introduction of speakers, their backgrounds and relevance.
Interactive session on positive governmental service interactions; Definition and examples of public services.
Reasons for public service design: engaging citizens, saving money, humanizing services amidst budget constraints.
Statistics on digital engagement in Europe; Reasons for low usage of e-government offerings.
Examples from Denmark, UK, and Singapore highlighting user research, co-design, prototyping in enhancing public services.Overview of design methods and complexities in public service design covering user experience and public infrastructure.
Focus on skill development for public servants and problem definition in service interaction improvements.
Summary of key principles for public service delivery, stakeholder consideration, and impactful service design.
Next steps in public service design and recommended readings for further insight into systemic change.
Call to participate in a survey to understand service designers' earnings.
Thank you note and contact information for further engagement and follow-up.
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Similar to Designing Services for the Public / Service Design Drinks
Designing Services for the Public / Service Design Drinks
- 1. Service Design Berlin FJ O RD / O C TO B E R 2 8 , 2 0 1 5 Designing Services for the Public Katrin Dribbisch Martin Jordan
- 2.
- 3. Who are weto talk about this topic? Katrin PhD Candidate, University of Potsdam Martin MBA Candidate, Laurea University, Espoo / Finland
- 4. Interview your neighbour for2 minutes What was your last positive interaction with a governmental service?
- 5.
- 6. What? EX AM P L E S E C TO R S Law enforcement Fire service Education Public libraries Public transit Waste managementPublic broadcasting Urban planning Water supply Gas & electricity Social services Health care Icons: Jan Windisch, Jamie Hamilton, Luis Prado, Jayson Lim, Benjamin Brandt, Ofer Lehr / The Noun Project
- 7. What? D EF I N I T I O N — W I K I P E D I A ‘Public Service’ “A public service is a service which is provided by government to people living within its jurisdiction, either directly (through the public sector) or by financing private provision of services.”
- 8. Politics for Tomorrow- a learning space for co-cre Das 21. Jahrhundert verlangt nach neuen Denk- und Handlungs plexität und beschleunigte Veränderungsdynamiken bringen He VERANSTALTUNG Innovative Approaches in Policy Making P litics f r T m rr w° ° ° °° Recap
- 9. Why? P UB L I C S E R V I C E D E S I G N engaging citizens saving money meeting needs humanising services Icons: Brock Kenzler / The Noun Project
- 10. “We don’t onlyneed politics for tomorrow, but as well citizenship of tomorrow.” — S A B I N E J U N G I N G E R P ro fe s s o r, B u s i n e s s a n d D e s i g n
- 11. “The challenges weface: People’s expectations go up, while government’s budgets go down.” — A DA M WA LT H E R I n n ovat i o n Co n s u l t a n t , F u t u re G ov
- 12. Usage of digitalofferings in Europe 0 25 50 75 100 Europeans with Facebook account EU citizens using e-gov offerings Estonia’s active eID cards 94% 41% 35% Source: European Commission (2014); McKinsey
- 13. “There is aglobal contest to lead the next revolution in governance.” — P H I L I P P E N A R VA L M a n ag i n g D i r e c t o r, F o r u m A l p b ac h
- 14. Reasons for notusing e-government offerings Low usability / prefer personal touchpoint Missing IT experience Missing knowledge about offerings Concerns about data security 0 20 40 60 80 11% 21% 24% 80% Source: McKinsey & Company, “E-Government in Deutschland: Eine Bürgerperspektive”, 2015
- 16. Design in the publicsector Examples
- 17. Denmark: MindLab How canwe better assist young jobseekers?
- 18. A look behindthe scenes: Example for User Research Content: MindLab conducted a user study for the Danish Employment Agency to understand young unemployed people Method: qualitative research methods & ethnographic interviews Output: a concept for a digital mentoring programme
- 19. UK: Alzheimer 100project How can we improve the dementia patient experience? Source:Tan/Szebeko 2009
- 20. A look behindthe scenes: Example for Co-Design Content: creative solutions to the challenges presented by Alzheimer’s Method: storytelling, personas, co-design workshops Output: working in co-design teams including people with dementia, carers, service providers
- 21. Singapore: Ministry ofManpower How can we enhance the work visa application process for foreign citizens?
- 22. A look behindthe scenes: Example for Prototyping and Testing Content: Ministry of Manpower in Singapore collaborated with IDEO to improve the processing of work passes, including the design of a new service centre Methods: spatial prototypes, service walk- throughs, user testing Outcome: a new service centre
- 23. Methods along thedesign processProblem Solution ProblemDefinitionDesignBrief Discover Define Develop Deliver
- 24. Artefact Product Interior Fashion Jewellery Graphic Web & NewMedia Artefact & Experience Engineering Interaction Design Human Computer Interaction User Experience Anthropological Design Human Centred Design Systems & Behaviour Urban Planning Service Design Architecture SMEs Strategic Design Culture Large Scale Systems Policy Design Systems Design Environment Public Service Infrastructure LevelofComplexity M O D E L Stratification of Design (Thinking) — S. Di Russo (2013): http://ithinkidesign.wordpress.com/2013/03/26/design-wars/
- 25. Environment & infrastructurefor innovation
- 26. Training & skilldevelopment for public servants
- 27.
- 28. Think & note Whatwas your last interaction with a governmental service that needs improvement?
- 29. Apply problem definitionframework A B What is the problem? Why is it important? Who is the problem for? Who are the benefi- ciaries? Which are the stake- holders? What are the inte- rests in dispute? What is your vision of success? What is the expected impact / outcome for citizens? C D E — Nicolás Rebolledo Bustamante, Laboratorio de Gobierno de Chile
- 30.
- 31. Take-aways Consider internal andexternal stakeholders Take a holistic approach –from policy to service delivery Impact can range from small to big scale Build capability within the organisation
- 32. To be continuedat …
- 33. Reading recommendations John Seddon ‘Systems Thinkingin the Public Sector’ Bryan Boyer, Justin W. Cook & Marco Steinberg: ‘Recipes for Systemic Change’ Recipes forSystemic Change In Studio: Bryan Boyer, Justin W. Cook & Marco Steinberg Sophia Parker & Joe Heapy: ‘The Journey to the Interface’ Dan Hill: ‘Dark Matter & Trojan Horses’
- 34. What do service designers earn? Takethe survey: http://svy.mk/1Mt1k9I
- 35. Thank you! servicedesignberlin.de @SD_Berlin @katrin_thinking @martin_jordan fb.com/servicedesignberlin Icons byLil Squid, Edward Boatman, Gonzalo Bravo, Jeremy J Bristol, Attilio Baghino, Lorena Salagre, DesignNex, Nicholas Menghini, Joe Richardson, Guvnor Co, Mourad Mokrane, Hadi Davodpour, iconsmind.com, Luis Prado, Erwin Supriyatna, Jens Tärning