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Service Design Berlin FJORD / OCTOBER 28, 2015 Designing Services for the Public Katrin Dribbisch Martin Jordan

Designing Services for the Public / Service Design Drinks

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Page 1: Designing Services for the Public / Service Design Drinks

Service Design Berlin

FJ O R D / O C T O B E R 2 8 , 2 0 1 5

Designing Services for the PublicKatrin Dribbisch Martin Jordan

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Where are we?

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Who are we to talk about this topic?

Katrin PhD Candidate, University of Potsdam

Martin MBA Candidate, Laurea University, Espoo / Finland

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Interview your neighbour for 2 minutes

What was your last positive interaction with a governmental service?

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Public Services

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What? E X A M P L E S E C T O R S

Law enforcement Fire service Education

Public libraries Public transit Waste managementPublic broadcasting

Urban planning Water supply Gas & electricity Social services

Health care

Icons: Jan Windisch, Jamie Hamilton, Luis Prado, Jayson Lim, Benjamin Brandt, Ofer Lehr / The Noun Project

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What? D E F I N I T I O N

— W I K I P E D I A ‘Public Service’

“A public service is a service which is provided by government to people living within its jurisdiction, either directly (through the public sector) or by financing private provision of services.”

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Politics for Tomorrow - a learning space for co-creating a common future

Das 21. Jahrhundert verlangt nach neuen Denk- und Handlungsansätzen. Zunehmende Kom-plexität und beschleunigte Veränderungsdynamiken bringen Herausforderungen mit sich, die sich mit den tradierten Strategien und Modellen immer weniger bewältigen lassen. Die Not-wendigkeit innovative Lösungen zu finden, zeigt sich nicht nur in wirtschaftlichen Kontexten. Das Zusammenleben der Menschen in einer vernetzten und globalisierten Welt erfordert auch neue Ansätze in der Politikgestaltung.

In Verbindung damit sind den letzten Jahren weltweit Innovationsräume in politischen Kon-texten entstanden, die an Schnittstellen zwischen öffentlichem, privatem und zivilgesellschaft-lichem Sektor neuartige Formen des Zusammenarbeitens entwickeln und erproben. Sie be-arbeiten übergreifend administrative Querschnittsthemen (FutureGov, London), beziehen die Perspektiven und Bedürfnisse von Betroffenen in Verfahren zur Gesetzgebung ein (MindLab, Kopenhagen), tragen neue Arbeits- und Lernkulturen in öffentliche Verwaltungen (La 27e Ré-gion, Paris) oder regen strukturelle Reformprojekte auf der Basis gesellschaftsübergreifender partizipativer Prozesse an (Re:think Austria, Alpbach).

Mehr als 10 ExpertInnen europäischer Innovationslabore und -initiativen präsentieren ihre Ar-beit während der zweitägigen Konferenz ‚Politics for Tomorrow - Innovative Approaches in Policy Making‘, initiiert von nextlearning e. V. in Berlin.

Die ReferentInnen geben Einblicke, wie partizipative, experimentelle und design-basierte Im-pulse die klassische Politikgestaltung verändern. Anhand ausgewählter Projekte erläutern sie, wie politische Entscheidungswege durch kreative Prozesse und die Einbeziehung verschie-dener Akteure mitgestaltet werden. Die Impulsvorträge werden ergänzt durch moderierte Workshops, in denen die Teilnehmenden die Möglichkeit haben, die Arbeitsweisen, Rahmen-bedingungen und Methoden kennenzulernen und mit den ReferentInnen an konkreten Praxis-beispielen und Fragestellungen zu arbeiten.

Zum Tagesabschluss werden jeweils die Chancen und Herausforderungen der vorgestellten Ansätze mit PolitikgestalterInnen aus dem deutschsprachigen Raum in einem kurzen Panel re-flektiert. (Das ausführliche Programm wird Ende August unter www.govlab.de veröffentlicht.)

‚Politics for Tomorrow‘ wendet sich an Menschen aus Politik, Verwaltung, Lehre, Kommunen, Stiftungen, sozialen Unternehmen und zivilgesellschaftlichen Organisationen u.a.

Wir freuen uns auf eine Vielfalt an Perspektiven und einen spannenden Austausch!

Caroline Paulick-Thiel und Susanne StövhaseGründerinnen des gemeinnützigen Vereins nextlearning e. V.

nextlearning e.V. | Dresdener Str. 119, D-10999 Berlin

VERANSTALTUNG

° ° ° ° °

Innovative Approaches in Policy MakingP litics f r T m rr w° ° ° °°

Recap

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Why? P U B L I C S E R V I C E D E S I G N

engaging citizens

saving money

meeting needs

humanising services

Icons: Brock Kenzler / The Noun Project

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“We don’t only need politics for tomorrow, but as well citizenship of tomorrow.”

— S A B I N E J U N G I N G E R P r o f e s s o r, B u s i n e s s a n d D e s i g n

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“The challenges we face: People’s expectations go up, while government’s budgets go down.”

— A D A M W A LT H E R I n n o v a t i o n C o n s u l t a n t , F u t u r e G o v

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Usage of digital offerings in Europe

0

25

50

75

100

Europeans with Facebook

account

EU citizens using e-gov offerings

Estonia’s active

eID cards

94%

41%35%

Source: European Commission (2014); McKinsey

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“There is a global contest to lead the next revolution in governance.”

— P H I L I P P E N A R VA L M a n a g i n g D i r e c t o r, F o r u m A l p b a c h

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Reasons for not using e-government offerings

Low usability / prefer personal touchpoint

Missing IT experience

Missing knowledge about offerings

Concerns about data security

0 20 40 60 80

11%

21%

24%

80%

Source: McKinsey & Company, “E-Government in Deutschland: Eine Bürgerperspektive”, 2015

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Design in the public sector Examples

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Denmark: MindLab

How can we better assist young jobseekers?

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A look behind the scenes:

Example for User Research

Content: MindLab conducted a user study for the Danish Employment Agency to understand young unemployed people Method: qualitative research methods & ethnographic interviews Output: a concept for a digital mentoring programme

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UK: Alzheimer 100 project

How can we improve the dementia patient experience?

Source: Tan/Szebeko 2009

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A look behind the scenes:

Example for Co-Design

Content: creative solutions to the challenges presented by Alzheimer’s Method: storytelling, personas, co-design workshops Output: working in co-design teams including people with dementia, carers, service providers

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Singapore: Ministry of Manpower

How can we enhance the work visa application process for foreign citizens?

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A look behind the scenes:

Example for Prototyping and Testing

Content: Ministry of Manpower in Singapore collaborated with IDEO to improve the processing of work passes, including the design of a new service centre

Methods: spatial prototypes, service walk-throughs, user testing Outcome: a new service centre

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Methods along the design processP

rob

lem

Solu

tion

Pro

ble

m D

efin

itio

nD

esig

n B

rief

Discover Define Develop Deliver

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Artefact

ProductInterior

FashionJewellery

GraphicWeb & New Media

Artefact & Experience

EngineeringInteraction DesignHuman Computer Interaction

User ExperienceAnthropological DesignHuman Centred Design

Systems & Behaviour

Urban PlanningService DesignArchitecture

SMEsStrategic DesignCulture

Large Scale

SystemsPolicy DesignSystems DesignEnvironment

Public Service Infrastructure

Leve

l of

Com

plex

ity

M O D E L

Stratification of Design (Thinking)

— S. Di Russo (2013): http://ithinkidesign.wordpress.com/2013/03/26/design-wars/

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Environment & infrastructure for innovation

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Training & skill development for public servants

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Exercise

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Think & note

What was your last interaction with a governmental service that needs improvement?

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Apply problem definition framework

A B

What is the problem? Why is it important?

Who is the problem for? Who are the benefi-ciaries?

Which are the stake-holders? What are the inte-rests in dispute?

What is your vision of success?

What is the expected impact / outcome for citizens?

C D E

— Nicolás Rebolledo Bustamante, Laboratorio de Gobierno de Chile

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Take-aways

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Take-aways

Consider internal and external stakeholders

Take a holistic approach–from policy to service delivery

Impact can range from small to big scale

Build capability within the organisation

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To be continued at …

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Reading recommendations

John Seddon ‘Systems Thinking in the Public Sector’

Bryan Boyer, Justin W. Cook & Marco Steinberg: ‘Recipes for Systemic Change’

Recipes forSystemic Change

In Studio:

Bryan Boyer, Justin W. Cook & Marco Steinberg

Sophia Parker & Joe Heapy: ‘The Journey to the Interface’

Dan Hill: ‘Dark Matter & Trojan Horses’

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What do service designers earn?

Take the survey: http://svy.mk/1Mt1k9I

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Thank you!servicedesignberlin.de

@SD_Berlin

@katrin_thinking

@martin_jordan

fb.com/servicedesignberlin

Icons by Lil Squid, Edward Boatman, Gonzalo Bravo, Jeremy J Bristol, Attilio Baghino, Lorena Salagre, DesignNex, Nicholas Menghini, Joe Richardson, Guvnor Co, Mourad Mokrane, Hadi Davodpour, iconsmind.com, Luis Prado, Erwin Supriyatna, Jens Tärning