#servicedesign — Public Fediverse posts
Live and recent posts from across the Fediverse tagged #servicedesign, aggregated by home.social.
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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 toolbox is an attempt to gather them together in one place. We hope you’ll find them useful.
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The special joy of being put on a USAian mailing list when the unsubscribe function sits behind their "we don't let European folk look at our site" wall.
#ServiceDesign Sigh.
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You think you need a website? No, you’re designing a service, and these are the things you’ve never thought about that you need to think about.
That is the way you should think about the service standard. It’s not a hurdle to overcome. It’s a platform to build on. Use it to build high quality services that work for everyone.
#serviceDesign #serviceStandard
https://design.scotentblog.co.uk/make-the-service-standard-work-for-you/
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Another reason why you have to *design* your URLs.
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Elements on web pages need names. Otherwise, how can people interact with them?
A brief introduction to accessible names: what they are, why they matter, how things get them, and how to do better.
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Historically, we used Google Analytics to measure usage of our blog.
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’d 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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How we provided evidence for the Digital First Assessment
https://design.scotentblog.co.uk/how-we-provided-evidence-for-the-digital-first-assessment/
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“Policy and #serviceDesign as one – how Germany skips the silos” – is the promising title we’ve pitched for our @[email protected] talk.
On 23 September, my @[email protected] colleague Nina Birri and I will be talking about how our policy discoveries lead to service transformation projects. -
URL text fragment generator. Great for sending people to the right place on long pages.
https://design.scotentblog.co.uk/toolbox/url-text-fragment-link-generator/
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Visualise your users' journeys with our metro map template. They're a great communication tool, especially with senior stakeholders who don't need forensic detail.
Versions for Illustrator and draw.io also available.
https://design.scotentblog.co.uk/toolbox/#:~:text=Miro%20metro%20map%20template
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RE: https://infosec.exchange/@Em0nM4stodon/116993151964121964
Principle 15: Make it easy to get human assistance
Human assistance. Not just assistance. Human.
https://design.scotentblog.co.uk/toolbox/good-services-scale/
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Does your organisations use Microft's Safelinks service?
Use this tool to find the ultimate destination before publishing to the web.
https://design.scotentblog.co.uk/toolbox/safelinks-original-url-decoder/
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A template to generate a story map in #Miro, synced to a table of user needs.
https://design.scotentblog.co.uk/toolbox#:~:text=Miro%20story%20map%20with%20synced%20table
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A #Miro template for service landscape maps.
https://design.scotentblog.co.uk/toolbox/#:~:text=Service%20landscape%20map%20template
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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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Prototypes are for learning.
Wireframes are for teaching.
https://design.scotentblog.co.uk/prototypes-are-for-learning-wireframes-are-for-teaching/
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“Research is not valuable only because it generates insights. It is valuable because it changes the people who participate in it.”
Why Human-Led Research Still Matters in the Age of AI
#UserResearch #DesignResearch #UX #design #ServiceDesign #HCD
https://www.nngroup.com/articles/human-led-research-still-matters/ -
"Most customer journey mapping efforts share the same blind spot: they only show what's supposed to happen. Real journeys include abandoned carts, payment failures, support escalations, and customers who disappear midway through onboarding. If your map doesn't account for these scenarios, you're optimizing for an idealized version of reality."
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In agile development the whole point of a user story is … well, it’s a story.
It illustrates an instance. It illuminates an essence.
It tells a story.
There is a user. An actual person, who needs to get stuff done. A hero.
They probably need to get other stuff done too. This, whatever that is, is just one thing on their neverending to-do list.
https://design.scotentblog.co.uk/a-story-is-the-promise-of-a-conversation/
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"Thanks to some truly inspirational collaboration with my colleagues Martin and David 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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When we do user research with businesses, we often hear the same things over and over again, regardless of which design, platform or web page we’re testing.
Here are a few things that our customers consistently tell us.
https://design.scotentblog.co.uk/10-things-that-businesses-consistently-tell-us/
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Restoring the elements of user experience
Some human-centred practitioners have been consigned to increasingly superficial considerations. Artificial intelligence presents an opportunity for us to bring the focus back to the fundamentals that make our work important and successful.https://duncanstephen.net/restoring-the-elements-of-user-experience/
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"We have a transformation programme underway across Scottish Enterprise. It was getting harder to see what needed to be done to deliver the bigger picture – rather than just bits of the jigsaw. In addition, many people were focusing solely on ‘the bit you need to build’, rather than seeing the whole service – end to end, online and offline."
https://design.scotentblog.co.uk/how-capabilities-mapping-helped-us-see-the-bigger-picture/
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Remember it's Service Design Breakfast club this Thursday at @Clearleft's studio in #Brighton.
Come and chat all things #serviceDesign, but in particular "Bad Services". It's free and open to all.
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"We ‘met’ virtually in October 2020 after a talk at the UCD Gathering from Heather Hepburn (Skyscanner) and Adi Latif (AbilityNet): 'Digital Accessibility – How to get your organisation on the right track'
We realised we had a lot we could share regarding how we address and improve accessibility in our organisations. So we planned a knowledge sharing session which was held online on 27 January 2021 with about 20 people."
https://design.scotentblog.co.uk/accessibility-sharing-knowledge-between-organisations/
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If you're prototyping a service (in the UK) that asks people to provide a telephone number, but for obvious reasons you don't want the user's actual number, you can ask research participants to use one of these fake telephone numbers from #ofcom
#serviceDesign #userResearch #Privacy
https://www.ofcom.org.uk/phones-and-broadband/phone-numbers/numbers-for-drama
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Why people use subtitles and captioning
https://design.scotentblog.co.uk/why-people-use-subtitles-and-captioning/
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I started writing the post in mid-May. Sadly, my father died shortly afterwards, so I haven't been able to finish it before now.
Anyway, here it is: a short anecdotal excursion into why people use captions or subtitles on the web.
(It isn't what you think.)
#serviceDesign #accessibility #a11y #autism #neurodiversity
https://design.scotentblog.co.uk/why-people-use-subtitles-and-captioning/
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This is way too accurate.
Promo for Lou Downe's new book, Bad Services: https://www.youtube.com/watch?v=padhecMK3ck