EVE GEORGIEVAResearch & Service Design

@dryandusty@wearesnook

THERE’S MORE TO SERVICE DESIGN THAN MEETS THE POST-IT NOTES

#UPFRONT

What is service design?

“Frankly, one of the great strengths of design is that we have not settled on a single definition. Fields in which definitions is now a settled matter tend to be lethargic, dying, or dead fields, where inquiry no longer provides challenges to what is accepted as truth” - Richard Buchanan, 2001

Service design is the design of a service

4

A service is something that helps users do something

6

5 principles of service design:

1 User-centred 2 Co-creative 3 End-to-end 4 Aligning experiences 5 Holistic

1 User-centred Service design is about understanding people’s experiences

2 Co-creative Service design includes everyone

3 End-to-end Service design considers the end-to-end user journey

4 Aligning experiences Considering experiences from different perspectives and matching these in the process

5 Holistic Service design considers the entire environment of a service

12

Service design is the design of services but what are our guides?

13

Snook’s principles

1 Working live 2 People as assets 3 Relationships as materials 4 Playing with politics 5 Designing sensitively

14

Why is it important to build and nurture relationships?

15

5 principles of service design:

1 User-centred 2 Co-creative 3 End-to-end 4 Aligning experiences 5 Holistic

16

5 principles of service design:

1 User-centred 2 Co-creative 3 End-to-end 4 Aligning experiences 5 Holistic

17

But behind this:

1 Relationships 2 Facilitation 3 Mapping 4 Politics 5 Sensitivity

5 principles of service design:

1 User-centred 2 Co-creative 3 End-to-end 4 Aligning experiences 5 Holistic

Service Design: building and nurturing relationships

| RELATIONSHIPS

| RELATIONSHIPS

21

Designing a process to bring people together

| RELATIONSHIPS

| RELATIONSHIPS

“There seems to be a general consensus that there is no culture here. I'd just like that to

change. I'd like to believe it myself. Wherever there's people, there's culture, right?”

– Citizens Circle member

| RELATIONSHIPS

| RELATIONSHIPS

| RELATIONSHIPS

| 1 RELATIONSHIPS

Tool(kit)s are just a method to gather insights

| RELATIONSHIPS

30

You can ‘fan the flame’ but you can’t force the process

| 1 RELATIONSHIPS

Service Design: facilitation

Good facilitation is about supporting participants to understand priorities and needs, to enable them to tackle complex issues

We’re not just designers. We’re facilitators of people’s knowledge.

| FACILITATION

Service Design: designing sensitively

Nurturing relationships doesn’t only take time. It takes consideration.

| SENSITIVITY

Chelsea’s boyfriend punched her and she went to see her GP with a black eye. She was too scared to go to the police because of previous history using cocaine.

This time, all they gave her was an informational leaflet. After receiving it, Chelsea went back home.

• Lack of information and compassion from GP

• Fear of police

• No information about what belongings to take or what it is like living in a refuge

• No Internet access• Boredom• Lack of connection with other

women in refuge and friends

• Lack of finance • Lack of housing • Withdrawl from drugs

• Friends not talking to her• Isolation and feeling alone

• Lack of clarity of legal system in regards to cocaine usage

• Mistrust with public services, has tried to leave 3 times and it didn’t work. Doesn’t feel safe and doesn’t know who to trust

• Lack of education

• Hidden mobile app to reach immediate help from comfort zone

• Education

• Having access to certain documents/evidence ‘on her phone

• A safe place to store important information online for when she decides to leave and accessing it remotely

• Hiding her search history• Refuge sites untrackable • Ask Frank/ support on cocaine

addiction withdrawal / recovery

Chelsea’s boyfriend went out to buy groceries in the local shop.

During the time he was away, Chelsea quickly went on the computer to research refuge locations outside town.

She packs her bag and leaves the house within 15 minutes and travels to the refuge.

She arrives at the refuge and sees a case worker to register a place.

She’s feeling very fragile and emotional.

The case worker asks her to tell story.

She tells the story and the worker tells her refuge protocol.

She sees most women are older and a lot don’t speak English.

There is no wifi or internet access or anything to do.

She decides to leave and her only option is to go back to her boyfriend.

She’s currently suffering from cocaine withdrawal symptoms and goes back home to get another ‘fix’. She has nowhere else to go and doesn’t want to be homeless.

Barriers

Support from organisation

Chelsea, 19

Feelings

• Lack of information on finances • GPS phone tracker

• Secure internet connection in refuge with information on safe use

• Information on online communities for victims/survivors

Opportunities

• Scanner or app / refuge worker explaining what to look for and delete tracker on phone

• Information on technology provided - safe of using devices, tracking systems

• Easy to understand information on finances

Chelsea’s boyfriend punched her and she went to see her GP with a black eye. She was too scared to go to the police because of previous history using cocaine.

This time, all they gave her was an informational leaflet. After receiving it, Chelsea went back home.

• Lack of information and compassion from GP

• Fear of police

• No information about what belongings to take or what it is like living in a refuge

• No Internet access• Boredom• Lack of connection with other

women in refuge and friends

• Lack of finance • Lack of housing • Withdrawl from drugs

• Friends not talking to her• Isolation and feeling alone

• Lack of clarity of legal system in regards to cocaine usage

• Mistrust with public services, has tried to leave 3 times and it didn’t work. Doesn’t feel safe and doesn’t know who to trust

• Lack of education

• Hidden mobile app to reach immediate help from comfort zone

• Education

• Having access to certain documents/evidence ‘on her phone

• A safe place to store important information online for when she decides to leave and accessing it remotely

• Hiding her search history• Refuge sites untrackable • Ask Frank/ support on

cocaine addiction withdrawal / recovery

Chelsea’s boyfriend went out to buy groceries in the local shop.

During the time he was away, Chelsea quickly went on the computer to research refuge locations outside town.

She packs her bag and leaves the house within 15 minutes and travels to the refuge.

She arrives at the refuge and sees a case worker to register a place.

She’s feeling very fragile and emotional.

The case worker asks her to tell story.

She tells the story and the worker tells her refuge protocol.

She sees most women are older and a lot don’t speak English.

There is no wifi or internet access or anything to do.

She decides to leave and her only option is to go back to her boyfriend.

She’s currently suffering from cocaine withdrawal symptoms and goes back home to get another ‘fix’. She has nowhere else to go and doesn’t want to be homeless.

• Lack of information on finances

• GPS phone tracker

• Secure internet connection in refuge with information on safe use

• Information on online communities for victims/survivors

• Scanner or app / refuge worker explaining what to look for and delete tracker on phone

• Information on technology provided - safe of using devices, tracking systems

• Easy to understand information on finances

50

| ABOUT US

We have a responsibility to handle people’s stories sensitively

| SENSITIVITY

Service Design: 5 key points

52

| ABOUT US

1. It takes time 2. Relationships, not processes 3. We’re all part of the problem. And the solution 4. Genuineness and openness 5. Facilitation and sensitivity

| SERVICE DESIGN

Service Design is more than meets the post-it notes

| SERVICE DESIGN

THANKS!