In 2015, Tom Loosemore asked if anyone had written a blog post about how “most of government is mostly service design most of the time”. I couldn’t find one, so I wrote it myself. Thanks in large part to a link from the awesome UK government design principles, that post has been viewed more than … Continue reading Mostly service design: the health and care edition
A couple of conversations recently made me realise I should write this down. Jane tweeted: "Public Sector Digital peeps, what is now the best definition of a ‘Service’ for people not used to working in our world? The end-to-end journey which enables a user to ‘do a thing’ - am sure many have put it … Continue reading What I mean when I talk about service
Mick Ward is sick of people trying to sell him electric woks. As chief officer leading transformation and innovation for social care in Leeds, he sees a never-ending procession of providers claiming to solve enduring human problems with expensive, complicated, isolated, digital solutions. Mick believes we'd do better to start with people and their communities, … Continue reading Electric woks or eating together? Time for human-centred designers to care about the community
Doteveryone CEO Rachel Coldicutt’s Medium post, ‘What if tech conferences don’t matter that much?’ landed just as we were wrapping up Leeds GovJam 2017. Here's me posing awkwardly with the awesome volunteer team who made this year's event happen... Every one of these people could, and should, stand on a platform and drop pearls of wisdom to an … Continue reading Now that’s what I call doing not talking
“In Elizabethan amphitheatres, like the 1599 Globe Theatre, performances took place in ‘shared light’. Under such conditions, actors and audiences would be able to see each other... This attention to a key original playing condition of Shakespeare's theatre enables the actors to play 'with' rather than 'to' or 'at' audiences. Actors therefore develop their ability … Continue reading In shared light: why making thing visible makes things better
Yeah, we're user-centred! Who are the people most present when our service is delivered? Where are they, physically and emotionally, at that moment? What could each of them put into our service, and what could they get out of it? What are we doing to better answer questions 1 to 3 this week? How are those people taking … Continue reading So we think we’re a user-centred, agile team…
Without exception, everyone I meet in the public sector wants to help make their service better. Most of them are in some way frustrated. The domain is massive and the activities disjointed. People engaged in any given service - from users and frontline workers down to managers and policymakers - can go for months on end … Continue reading Most of government is mostly service design most of the time. Discuss.