Service Design

Things of the internet

Designing services for the digital age in response to raised expectations

For a series of recent talks I’ve given, I’ve been thinking about the changing expectations that people have for services that are ‘digital’.

Services are a familiar part of our lives and our expectations for how they should work are continuously changing. Continue reading…

Service design starts with user needs

Understanding different types of user needs when designing services

When leading service design with teams, the conversation often focuses on user needs.

It’s important to start with user needs, but I’ve found it’s not always clear what we mean by ‘user needs’. Continue reading…

What is blocking your organisation from designing good services?

A retrospective from UX London 2017: Leading Service Design workshop with Kate Tarling

UX London: Leading Service Design workshop

Image – Conor Ward

At the end of May, I ran an afternoon workshop with Kate Tarling at UX London 2017.

We called the workshop Leading Service Design (view the workshop slide deck). Continue reading…

Digital Leaders Week 2017: Citizen Experience forum

I was part of a round table forum this afternoon for Digital Leaders week: North West Salon: Citizen Experience.

I was invited as one of the keynote speakers along with Stephen Morris, Director of Programmes at UKCloud.

The event was set up as an open discussion for everyone that attended and I spoke without notes. Continue reading…

When is User Experience (UX) and Service Design the same thing?

I get asked this question a lot. My thoughts:

In my experience, most of the best ‘experience’ practitioners or agencies think about the full end to end experience of a product or service.

Whether they get to design the full user experience or find themselves in a position of any real influence over this when working with different organisations will vary. Continue reading…

The needs of government

 UK parliament, Westminster

Image – Hernán Piñera

It’s okay for government to have needs. I always work with this presumption in mind:

Understanding user needs and understanding the needs of government isn’t a choice. You need to do both.

We start with user needs. Continue reading…

Better, faster, super-duper

Mission Statement: Be the simplest, faster way...

I’ve been doing some more thinking about mission statements or setting long term goals for products and services.

When we’re thinking about the products and services we work on in government, many of our long term goals revert back to:

Be the simplest, fastest way [to do a thing]

What we mean is we want to make something that works well for people that’s better than the alternatives. Continue reading…

The mission

Missions are built on words then actions

The mission

Image – nasamarshall

Mission: An important assignment given 
to a person or group of people…

The words we start with are important. I’ve been thinking about mission statements as something most organisations, services, or product teams aren’t great at. Continue reading…

What does a successful product or service look like?

Success looks like a product or service that solves a real problem for people.

By solving a problem for people, a product or service creates a sustainable business model. It can then be operated, scaled and improved.

Outside the public sector this creates customers. Continue reading…

Thinking about how we use evidence in user-centred design

Working in a large government department like the Department for Work and Pensions has created a few challenges about how to bring together traditional types of evidence-driven decision making and a new focus on delivering digital by default services. Continue reading…