| Date post: | 21-Apr-2017 |
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London Oslo Rotterdam São Paulowww.liveworkstudio.com
Service design in public services
Rising to the challengeJan 2015
PRESENTATION
SPIDER Conference
2 May 2023Livework © 2015
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
About usSERVICE DESIGN
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
14 years of service designSERVICE DESIGN
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
10 years of service designSERVICE DESIGN publi
c
>
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service design impactsSERVICE DESIGN
Customers’ experience
Organisations’ capabilities
Business impact
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service design for public service challengesSERVICE DESIGN
#1 Really understanding service users
#3 Aligning and exciting colleagues
#2 Designing services for impact
#4 Better staff engagement & participation
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service design for public service challengesSERVICE DESIGN
#1 Really understanding service users
#3 Aligning and exciting colleagues
#2 Designing services for impact
#4 Better staff engagement & participation
#4 Public sector
complexity
8Livework © 2015
Reference cases
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Make it work - SunderlandSERVICE DESIGN
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Skills Development ScotlandSERVICE DESIGN
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Gateshead CollegeSERVICE DESIGN
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London UndergroundREFERENCE CASES
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JiscSERVICE DESIGN
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service design for public service challengesSERVICE DESIGN
#1 Really understanding service users
#3 Aligning and exciting colleagues
#2 Designing services for impact
#4 Better staff engagement & participation
#4 Public sector
complexity
15Livework © 2015
#1Really understanding service users
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
EmpathySERVICE DESIGN
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Outside-inSERVICE DESIGN
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Holistic viewSERVICE DESIGN
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PrinciplesSERVICE DESIGN
20Livework © 2015
#2Designing service with impact
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Understand issuesSERVICE DESIGN
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Big ideasSERVICE DESIGN
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Inspire, support enableSERVICE DESIGN
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Prove it!SERVICE DESIGN
25Livework © 2015
#3Aligning & exciting colleagues
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“We are going tostop annoyingour customers.”Bernt Reitan JenssenAdministrerende direktør Ruter
VisionSERVICE DESIGN
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TeamSERVICE DESIGN
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Co-designSERVICE DESIGN
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RolesSERVICE DESIGN
HEALTHINSURANCE
HOSPITAL
MEDICINE
COMMUNITY SERVICE
30Livework © 2015
#4Better staff engagement & participation
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
PurposeSERVICE DESIGN
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Co-designSERVICE DESIGN
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PrototypeSERVICE DESIGN
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Peer to peerSERVICE DESIGN
facilitators (22 staff)
workshops (612 staff)
reachback (2,775 staff)
35Livework © 2015
#4Addressing public sector complexity
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LifecyclesSERVICE DESIGN Human lifecycle
Citizens’ lifecycle
Service users’ lifecycle
User lifecycle
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AlignmentSERVICE DESIGN
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Connect SERVICE DESIGN
policy to delivery
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DesignSERVICE DESIGN
is a service
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service designersSERVICE DESIGN
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2 May 2023Livework © 2015
Service design for public service challengesSERVICE DESIGN
#1 Really understanding service users
#3 Aligning and exciting colleagues
#2 Designing services for impact
#4 Better staff engagement & participation
#4 Public sector
complexity
London Oslo Rotterdam São Paulowww.liveworkstudio.com 2. mája 2023
CONTACT
www.liveworkstudio.com
Ben Reason
Livework © 2015
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