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FOR THE DESIGN OF PUBLIC SERVICES

FOR THE DESIGN OF PUBLIC SERVICES. Presentation by: Kristel Van Ael , Namahn and Alain Denis , Yellow Window With cases from: Hatch & Bloom, Belgian designers, Engine and MAXIMALdesign. WHAT IS SERVICE DESIGN? ABOUT THIS TOO L KIT SERVICE DESIGN CASES. WHAT IS SERVICE DESIGN?.

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FOR THE DESIGN OF PUBLIC SERVICES

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  1. FOR THE DESIGN OF PUBLIC SERVICES Presentation by: Kristel Van Ael, Namahn and Alain Denis, Yellow Window With cases from: Hatch & Bloom, Belgian designers, Engine and MAXIMALdesign

  2. WHAT IS SERVICE DESIGN? • ABOUT THIS TOOLKIT • SERVICE DESIGN CASES

  3. WHAT IS SERVICE DESIGN?

  4. WHAT IS SERVICE DESIGN? • Service design is a method for improving the quality of your service • Directed at both users and staff • Approached from a human-driven way of design thinking • Starting from the needs and requirements of users and other stakeholders • Looking for solutions together

  5. WHAT IS SPECIAL ABOUT IT?_1/2 • Holistic view of service • The whole customer experience • Interdisciplinary collaboration: anthropology, strategy and design • Consistency, both digital and physical

  6. WHAT IS SPECIAL ABOUT IT?_2/2 • Involvement of citizens and staff • Quality x Broad acceptance = Effectiveness • Visual approach & rapid tests • Critical thinking, creative solutions • Clear and fast communication NO THINK TANK but DO TANK

  7. WHAT ARE THE BENEFITS? • Better integration of different services and underlying processes • A dynamic and engaging approach • Often surprisingly simple solutions • Quick results

  8. ROLE OF DESIGN FLANDERS • You can contact Design Flanders: • for information on how service designers can help you • to find a professional service design consultant to assist you with the process • for advice on contracts, patents, model protections, … • www.designvlaanderen.be/en/advice

  9. ABOUT THIS TOOLKIT

  10. DEVELOPED BY? • Developed by Namahn and Yellow Window: partnership for service design in collaboration with Design Flanders • Distributed for the first time on this occasion of the SEE Final conference ‘Policy, Innovation & Design’

  11. WHAT IS THIS? • An introduction to service design, adapted for local governments and organizations • A practical do-it-yourself kit, aiming at reducing the cost of the process • A creative and human-centered method to improve public services

  12. CONTENT • In this toolkit you will find • A manual with an introduction and step-by-step plan • 7 posters with service design techniques • Persona and touchpoint cards • On the website • 5 workshop posters • Templates • Service Design cases

  13. MANUAL • Service design introduction

  14. MANUAL • Step-by-step plan with four main steps: • Listen • Design • Test • Brief

  15. SERVICE DESIGN TECHNIQUES • For each step: service design techniques on posters • Front: explanation of how to use the technique • Back: Additional templates and tools

  16. PERSONA CARD SET • 32 cards with photos and a name of fictitious staff members and users • A starting point to define personas: archetypical users of the service

  17. CARDS WITH TOUCHPOINTS • 48 cards with typical interactions between the user and a public service • A help to map out the customer experience

  18. WORKSHOP POSTERS • On the website servicedesigntoolkit.org: 5 posters to use in workshops

  19. TEMPLATES • On the website servicedesigntoolkit.org: 9 templates linked with the techniques

  20. CASES • On the website servicedesigntoolkit.org/cases • Examples cover youth affairs, sustainable housing, care for the elderly and social integration.

  21. SERVICE DESIGN CASES

  22. THE GOOD KITCHENhow to improve the food service for elderly people?DESIGN AGENCY: HATCH & BLOOM – DENMARKCLIENT: MUNICIPALITY OF HOLSTEBRO

  23. User insights

  24. Idea workshop

  25. Prototype testing

  26. The redesigned service

  27. COFFEE TIMEhow to improve the ‘feeling at home’ of residents in an elderly home?CROSS AGENCY DESIGN TEAM – BELGIUMCLIENT: DE LIBERTEYT

  28. User insights

  29. Idea workshop

  30. Co-design workshop

  31. The redesigned service

  32. ENGAGING FATHERShow to support fathers’ involvement in their children’s lives?DESIGN AGENCY: ENGINE – UKCLIENT: SEASHELLS, CITY OF SHEERNESS

  33. User insights

  34. Idea workshop

  35. The redesigned service

  36. IMPROVING SERVICE THROUGH BRAND EXPERIENCEdesigning the city of Antwerps' district offices based on customer wishes and needs DESIGN AGENCY: MAXIMALdesignCLIENT: CITY OF ANTWERP

  37. User insights

  38. DIENSTVERLENING ONTHAAL WACHTRUIMTE New service concept

  39. The redesigned service

  40. CREDITS This toolkit on service design is the outcome of a partnership between two design firms, Namahn and Yellow Window, and Design Flanders.This presentation showed cases from Hatch & Bloom (DK), Cross agency design team (BE), Engine (UK), MAXIMALdesign (BE). This toolkit was first published in Dutch by Politeia (www.politeia.be) in cooperation with VVSG, the Association of Flemish Cities and Municipalities.

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