The Scottish Approach to Service Design

Starting Somewhere

Start Somewhere…

EXPLORE HOW SERVICES ARE DESIGNED NOW

PROTOTYPE HOW THEY COULD BE DESIGNED IN THE FUTURE

THE VISION

Scottish Approach to Service Design: Definition?

THE COMMON PRINCIPLES, TOOLS AND METHODS THAT CONTINUOUSLY

CONNECT THE ORGANISATIONS AND PEOPLE CHARGED WITH DESIGNING AND DELIVERING A PUBLIC SERVICE WITH THE PEOPLE WHO WILL USE IT,

SO THAT THEY CAN DESIGN AND DELIVER IT TOGETHER.

Public Service Reform

SCOTTISH PROGRAMME FOR GOVERNMENT 2015/16

This is a collective endeavour (…) We believe that by involving and engaging citizens and communities in the design and delivery of services, by removing barriers where we come across them, and by working more collaboratively within and across public service boundaries, we will deliver the change needed.

Scottish Approach to Service Design: Principles?

Using our public services should be as simple and straight forward as it can be.

As Simple As They Can Be

Users should be in the room when design decisions that affect them are made.

Users In the Team

All of Scotland’s people should be able to participate in the design of our public services.

No One Left Behind

Learn, understand, envision, make, test and deliver together

Always Connect

User Not Organisation NeedsEnsure services are delivered in the best way possible to solve user’s problems and meet user’s needs. Users should not need to understand how the public sector works.

Collaborate, Share, ReuseWork with other organisations to make the user’s journey coherent and minimise duplication, and to improve the efficiency of design.

Inclusive and Accessible Our tools and methods must be accessible and inclusive – anyone who wants to should be able to participate in any public service design activity.

With, Not Just ForPublic services are how governments deliver their policies – designing with and not just for enables both policy and implementation to continuously improve.

Rising demand &

expectations, falling

resourcesWe need more people with user research and design skills – how will we get them?

(Sustainable) Capacity

Without them public service wide sharing, reuse and collaboration are impossible.

Common Tools and Methods

How do we help citizens participate in design in inclusive and meaningful ways?

Capabilities

How do we build user focussed service design into the DNA of orgs designing public services.

Culture Change

Start Somewhere:Your Turn!

Scottish Approach to Service Design: Model?

DESIGNING THE RIGHT THING

DESIGNING THE THING RIGHT

PROBLEM SOLUTION