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Service Design
in Government19 - 20 March 2015
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They came from far and wide!
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Some themes from #SDinGov 2015
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Complexity is inherent in Government
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Or is it just the organisational culture?
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– Louise Downe
“Service design in government is not actually that complicated,
it’s just really, really hard.”
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Build capacity - get others to think like
designers
Slide © Jess McMullin 2015
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– Alex MacLennan & Jess McMullin
“Every public servant can be a service designer (even if
unconsciously).”
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Involve designers, service operators and users in
the design process
govservicedesign.netPhoto by Ricky Morris @beesinabox
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Understand users’ needs together
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See the whole journey and the details
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Ask challenging questions
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Design the ‘real world’ parts of the service (as
well as the digital parts)
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Prototype and iterate
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Take a step back to tackle policy / strategy issues
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– Andrea Siodmok
“Light a fuse, give permission, then policymakers become
change makers themselves.”
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And find yourself a ‘Gov Whisperer’
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But don’t forget…
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Everyone is a service design star!Photo by Jess McMullin @jessmcmullin
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See you in 2016!@MicheleIdeSmith, Programme Chair
@MarkDalgarno, Conference Organiser