Alice Doyne: Service Design Meets Service

Alice Doyne: Service Design Meets Service

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  Service Design, notService Design Alice Doyne | November 2018
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  2 Hello.
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  3 Shifting focus Technology Product /Service Customer / Consumer / User
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  4 What is ServiceDesign? Service Design is a user-centred approach to designing end to end services that enable users to achieve their goals
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  5 Service Design inthe public sector Learning from Government — 1. Start with user needs — 2. Do less — 3. Design with data — 4. Do the hard work to make it simple — 5. Iterate. Then iterate again — 6. This is for everyone — 7. Understand context — 8. Build digital services, not websites — 9. Be consistent, not uniform — 10. Make things open: it makes things better
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  6 Service Designing There isa ‘toolbox’ of methods that designers use to get to the heart of the matter
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  7 Service Design versusService Design? Two different things that can complement each other ITIL Service Design Design Coordination Information Security Management Service Level Management Capacity Management Supplier Management Service Catalogue Management IT Service Continuity Management Availability Management
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  8 Service Design versusService Design? Two different things that can complement each other ITIL Service Design Design Coordination Information Security Management Service Level Management Capacity Management Supplier Management Service Catalogue Management IT Service Continuity Management Availability Management Design thinking can add… A focus on front of house Tools to understand needs and challenge assumptions A mechanism to reuse and wire together rather than build new
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  9 What makes thishard?
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  10 Why apply designthinking?
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  11 Key takeaways 1. Consideradopting a User / Customer centric approach to Service Management practices 2. Build a Community of practice: Identify and share skills and knowledge between like minded practitioners 3. Look externally to understand more: − GDS − Service Design in Government (6 – 8 March 2019) And don’t be afraid – you’re probably already doing this.
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