Thomas John Rose's activity
In group: Service Design
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Thomas John Rose posted an update in the group Service Design 2 months ago
Here is a question – What is the starting point for a Service design? Just a one or two word answer please.
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In group: Service Design
Thomas John Rose posted an update in the group Service Design 2 months ago
Here is a question – What is the starting point for a Service design? Just a one or two word answer please.
Answer 1: User needs (https://www.gov.uk/guidance/government-design-principles#start-with-user-needs)
Answer 2: Start anywhere, follow everywhere (https://www.heartoftheart.org/?p=1196)
Organisational Strategy (to make sure we only do SD for services we actually should be offering).
SD – Service Design?
The actual request from individual customers
What impact?
What impact the newly designed Service has or what impact the proposed Service may have?
What impact on the lives of people whose health is being challenged. Guess the end product, does the service improvement improve people’s lives? I often think of the cake analogy, there is this amazing cake, full of amazing ingredients prepared by an amazing pasty chef and everyone says how wonderful it is and admires it and all the work that went into it. But what people really wanted was toasted cheese, so the cake stood as an example of best practice, but people were still hungry. Maybe I am saying what others are saying elsewhere but for me service design starts at the end impact and then we work back from that and making sure we are clear on what the intended end impact is, is actually the biggest piece of work 🙂
Thanks for that thought Hilda. I see that can be very effective in logical situations. Another approach, more suited to transformation, is to understand that the outcome softened a design is something that we do not yet know. Then we can work with ‘customers’ together to see what design and therefore what outcomes we can achieve. This then allows us to reframe the problem and to delve in directions we had little idea about when we started.
Hi John
Thanks for that reflection. This case study may be of interest, it shares a journey which took decades of working and learning together to transform community based mental health services https://www.iriss.org.uk/resources/case-studies/cope-scotland
I would perhaps reframe my two words as originally invited by Tom to be ‘Be Flexible’ 🙂
There are some interesting responses to my question. I’ll post my thoughts when I get back from a couple of weeks in the mountains.