#service-design — Public Fediverse posts
Live and recent posts from across the Fediverse tagged #service-design, aggregated by home.social.
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Sometimes the most difficult part of the research process can be getting full buy-in from the project team. This can be especially true when the team have strong opinions on what needs to be done and the research is contradicting this. This can lead to conflict and the validity of the research being questioned.
However, there are ways to bring the project team with you and get their buy-in and support at every stage of a project.
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⬆️ My colleagues Charlotte & Marlene spoke at an #ServiceDesign Drinks Berlin event in late 2024 about user-centred approaches to justice services. ⬇️ At an int’l #GovDesign gathering #PolicyDesign last summer, we had 4 speakers sharing their work at different levels of government—from EU to council.
Event: Design for policy -
This is an exercise I like to run at the start of any project. It’s based on a tweet a long time ago by Jamie Knight (and Lion, of course).
The exercise is simple. At the start of any digital project, get the whole team – devs, testers, writers, designers, stakeholders, literally anyone you can round up – together, in-person or virtually, and ask the question:
Who are we willing to exclude?
#serviceDesign #Inclusion #accessibility
https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/
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Over the years, we have made a variety of different tools to help us and our colleagues in Scottish Enterprise’s digital teams.
These range from Miro templates to how-tos and digital widgets. But, until now, they’ve been scattered across a range of different places – Github Pages, Codepens and on posts in this blog.
So this is an attempt to gather them together in one place. We hope you’ll find them useful.
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How can #policyDesign happen in collaboration with the people affected? Last June, Alejandra Diaz, Head of Policy & #ServiceDesign at @[email protected], talked about how she and her team are ‘Designing policy with communities’. The talk was recorded as part of an Intl #GovDesign event.
Designing policy with communit... -
Thanks to some truly inspirational collaboration with my colleagues recently, we’ve figured out a way to create a user story map from a Miro table.
Best of all, the story map and the table are synced. So if you update one, the other updates at the same time. No need to maintain two artefacts, or copy/paste anything. Two views. One underlying reality.
#serviceDesign #storyMap #miro
https://design.scotentblog.co.uk/how-to-create-a-user-story-map-with-a-miro-table/
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As the team leader for the user centered design team at Scottish Enterprise I hear comments such as 'We don’t really know what you do or who you are’ and also ‘But don’t you just build websites? Why do you care about all this other stuff that’s not digital?’
https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/
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Services rarely, if ever, exist in a void. They exist within a context. A landscape.
Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience.
https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/
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Don't forget! The next Service Design Breakfast Club is tomorrow!
https://servicedesignbreakfast.com
Join us at @Clearleft's studio in #Brighton It's free and open to anyone.
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We know that customers do not care who is delivering the service or what part of the organisation you happen to sit in. They just want to achieve their goal. This is a universal truth that you can read more about in the Good Services scale.
We also know that designing any service in the right way requires thinking and experimenting before we even get to build something. Much of that work is unseen (rightly so) by end users.
https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/
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How capabilities mapping helped us see the bigger picture
https://design.scotentblog.co.uk/how-capabilities-mapping-helped-us-see-the-bigger-picture/
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Before Covid, organising a retro was pretty straightforward. You’d get everyone in a room for a couple of hours, hand out sharpies and stickies, and set them to it.
That picture’s more complex now. Many people are working from home more-or-less permanently. Others have chosen to come back to (or enter for the first time) the office.
So I decided to attempt an asynchronous retrospective.
https://design.scotentblog.co.uk/running-an-asynchronous-retrospective/
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Thanks to some truly inspirational collaboration with my colleagues Katie and Martin recently, we’ve figured out a way to create a user story map from a Miro table.
Best of all, the story map and the table are synced. So if you update one, the other updates at the same time. No need to maintain two artefacts, or copy/paste anything. Two views. One underlying reality.
Here’s how.
https://design.scotentblog.co.uk/how-to-create-a-user-story-map-with-a-miro-table/
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The point of the doing is the doing
The nuance you get from those “Oh, I wrote that one …” conversations
The “Is this related to these, or more like this cluster over here?” discussions that drive you deep into the subtleties of what those 5 or 6 words mean
An appreciation of the human frustrations, pains and needs behind every sticky note
The experience of actually _having done_ this exercisehttps://design.scotentblog.co.uk/the-point-of-the-doing-is-the-doing-not-what-gets-done/
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Services rarely, if ever, exist in a void. They exist within a context. A landscape.
Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience.
https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/
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This is an exercise I like to run at the start of any project.
It’s based on a tweet a long time ago by Jamie Knight which I can’t/won’t link to because, well, twitter.
The exercise is simple. At the start of any digital project, get the whole team – devs, testers, writers, designers, stakeholders, literally anyone you can round up – together, in-person or virtually, and ask the question:
Who are we willing to exclude?
#ServiceDesign #a11y #accessibility #inclusion
https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/
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Historically, we’ve used Google Analytics to measure usage of this website.
GA has some advantages: it’s free, for a start, and it’s also the default industry standard. Even gov.uk uses it.
But it also has some, in my opinion, fairly major drawbacks.
So I’ve been thinking for some time that it would be good to be able to find an alternative that addresses at least some of the issues.
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Imagine you work for an organisation where, on average, people have six things on the go at any given time.
Let's assume that, on average, each of those things takes a week to get done.
Given that – and it doesn't feel too outrageous – we should be able to deliver a thing a week, shouldn't we?
But that doesn't seem to happen in real life. Why not?
Well, essentially, we have two choices: we can do things, or we can get things done.
https://design.scotentblog.co.uk/you-can-do-things-or-you-can-get-things-done/
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Lou Downe is coming out with a sequel to the excellent Good Services book, Bad Services: How to Fix Services That Don't Work.
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This is an exercise I like to run at the start of any project.
The exercise is simple; get the whole team – devs, testers, writers, designers, stakeholders, literally anyone you can round up – together, in-person or virtually, and ask the question:
Who are we willing to exclude?
#Inclusion #accessibility #serviceDesign
https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/
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Historically, we’ve used Google Analytics to measure usage of this website.
GA has some advantages: it’s free, for a start, and it’s also the default industry standard. Even gov.uk uses it.
But it also has some, in my opinion, fairly major drawbacks.
So I’ve been thinking for some time that it would be good to be able to find an alternative that addresses at least some of the issues.