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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.
Dr Andrea Siodmok13th March 2014 CELC
Service design futures
How can we create more sociable services*?
* Services that capture peoples’ imagination and deliver social and fiscal value.
Insights
Think Publicwith Dott Cornwall
Creative Solutions
DESIRABLEDesiresNeedsCreativity
FEASIBLETechnicalPracticalRelevant
VIABLEValuableEconomicalSustainable
1. Service re-design
2. Integrated services
3. Sociable services
Public realm
Professional realm
User Innovation:New grass roots solutions developedby people
Collaborative innovationco-design and co-delivery of new solutionswith people
Centralised Innovation:professionals designing new solutions forpeople
Public realm
Professional realm
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
1. Service re-design
Services for
Image by Cognitive MediaFrom Design Council Public services by design
Image by Cognitive MediaFrom Design Council Public services by design
Image by Cognitive MediaFrom Design Council Public services by design
Image by Cognitive MediaFrom Design Council Public services by design
Examples of Service Design tools and techniques
Design Ethnography
Sea CommunicationsFrom Dott Cornwall
Co-design
Sea CommunicationsFrom Dott Cornwall
I - services
‘HealthBook’
Workplace
Scamps
Serious GamesLegible Hospital
What ifs?
Rapid prototyping
Sea CommunicationsFrom Dott Cornwall
Experience prototypes
Think Public with Dott Cornwall
Service propositions
Service blueprints
Image from Lucerne University
2. Integrated services
local ingenuity & professional knowledge
Services with[partners, professionals & public]
Thinking Room
making good ideas happen
In 2011 Cornwall Council developed a new citizen centric approach to innovation.
MIXED ECONOMY
NEGATIVE STEREOTYPES
POSITIVES
RighteousIndividualistic
Nimbyism
Vested interestsIsolated impactIneffectual
Risk averseInertiaSilos
Profit motiveUnaccountable
Irresponsible
BureaucraticWastefulInflexible
POSITIVES
POSITIVES
PassionateEmpathic
Resourceful
BenevolentResilientEntrepreneurial
PurposefulTrusted Scalable
AdaptableEfficient
Ingenious
DemocraticAccountable
Civic
Adapted from Nick Jankel
POSITIVES
SHAREDVision
LanguageAccountabilityRelationships
CreativityTrust
3. Sociable services
Services by
UK Informal economy:49.1 million adults in UK* or 35x the size of the NHS.[*2010 census]
Sharing Economy
SOCIALReputationParticipationRelevance
NETWORKTrustCommunityPrivacy
EXPERIENCEEaseValueRecommend
Sea CommunicationsFrom Dott Cornwall
Sea CommunicationsFrom Dott Cornwall
Sea CommunicationsFrom Dott Cornwall
Sea CommunicationsFrom Dott Cornwall
Eden Project Community Innovation AwardsSea CommunicationsFrom Dott Cornwall
Shaped by Us...Virtual incubator for citizen entrepreneurs
Sea CommunicationsFrom Creative Councils
Thanks to…Nesta / LGA Creative Councils programmeDott Cornwall partners: Design Council, Cornwall Council, Technology Strategy Board, University College FalmouthSome images from Flickr
Social and Service Design teams:Sea CommunicationsThink PublicSomething from UsLeap Design for ChangeCognitive MediaTwoBoexCornwall 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
