Discover and read the best of Twitter Threads about #servicedesign

Most recents (9)

I've pulled together a giant thread of #charity #servicedesign resources, examples and more.

Two really useful tool-kits:
🏴󠁧󠁢󠁳󠁣󠁴󠁿@digitalscots The Scottish Approach to Service Design…
🚀@nesta_uk Playbook for Innovation Learning…

Don’t just ask users what they want.

Don’t ask what someone will do.

@TechforgoodCAST's 10 digital design principles can help underpin your approach to designing better services. #ServiceDesign #ux #DigitalTransformation

As a [person in a particular role]

I want to [perform an action or find something out]

So that [I can achieve my goal of…]

@escmum's simple but powerful approach to website user stories is a great place to start embedding design thinking… #ux

Read 13 tweets
I'm a few years behind the curve; y'all still do follow trains?

Well, I'm starting one. Let's do one about #equitydesign.

@albanvillamil asked if I knew people, places, and tools for equity and design, and I wanted everyone to know everyone.

Spread the word! (1/million)
That being said, like equity work, this isn't (and arguably can't be) the definitive

Equity is a verb, like @_ChristineOrtiz says, so my hope is this is only the beginning.
I tried to get everyone's resources and descriptions correctly, but if there's anything wrong, feel free to correct me! (Crit's in our blood, right?)

Feel free to add, amend, include, and let's get to know each other. Cool? Cool.
Read 40 tweets
THIS. Service design third phase. I’ve had the pleasure to interview Chris about evolving waves of service design over the years.

I’m glad to see this and @sophiedennis rant about valuing the product/interaction part of a wider #servicedesign movement.
As a trained product designer we sweat the details. The care and attention of the radius of a thing. The materials you use to mould it together. The thinking through of its production and manufacture. I’ve seen this care for the design get lost in the #servicedesign
Growth where we favour perfomative service design (and believe me it gets commissioned) over the actual time and money that needs invested to actually design something that works
Read 6 tweets
I talk a lot about pace layers and why pacing is so important in #ServiceDesign for health and care. Blog post still stuck in my head, so this picture will have to do for now Items ordered by time, from heartbeat at top to lifetime at the bottom, with different health experiences, delivery, and outcomes in between
For me, this picture helps to explain why it's so easy for delivery, especially technology-heavy delivery, to come unmoored from patient experiences and outcomes
We have to design services and organisations that are responsive to human experiences and interactions in the moment, but robust enough to deliver outcomes that will outlast our own careers and current institutions
Read 3 tweets
Our current service designs fail because they aren’t designed to create fulfilling lives or help people thrive.

They are designed to silence creativity, reduce autonomy and suppress aspiration.
We are afraid of risk and of chaos.

Our dominant models of design are to reduce risk and to control neat outcomes we can quantify.

Evaluation is a baseline of how our current societal model functions and if it isn’t in a box it can’t be easily measured.
We don’t like outliers and we certainly can’t cope when they exist, this is why when services fail we have no way to fix them.

We have an incapacity to then ‘solve’ problems because there is no slack designed into systems.
Read 8 tweets
Great question Wojtek and thanks for the chance to answer Sorry it'll need a (massive - take a toilet break, grab a cuppa and a comfy chair) threaded response as my tweet kept growing !! 👇👇
So #SAtSD is an attempt to create a shared collaborative approach to designing public services in Scotland. We are co-producing the approach based on collective thinking and actions across orgs and sectors that design and / or deliver public services in Scotland.
That currently includes many people and service design champions from @scotgov @DigitalOfficeLG, various parts NHS in Scotland, as well as many different public bodies, local authorities, private and third sector orgs.
Read 15 tweets
Now available on
Just in time for the holidays! This book will change the way you see the design of services.

Thinking in Services: Encoding and Expressing Strategy through Design…
For 30 years since G. Lynn Shostack’s seminal HBR article, the designs of services have been seen through swim lane diagrams with a frontstage/backstage dichotomy.
Now new kinds of services (and millions of them if you think of cloud computing and IoT) tease and taunt us with a fast expanding problem space, in which constructs of consumer marketing (from 80s and 90s) are simply not enough.
Read 13 tweets
Testing new #servicedesign principles+questions for @wearesnook process

Always challenge the material of power in your #servicedesign
Who holds it?
Is it present?
Is it balanced?
Should it be challenged?
Is it the same through out?
Should the balance shift over time?
Build platforms that facilitate and empower people to fulfil their needs, challenge paternalism and purely transactional design
Challenge when users are actually users, consider how the language you use creates a power dynamic and a notion of reliability on services
Read 5 tweets
30 years ago Herb Simon wrote: “Everyone designs who devises courses of action aimed at changing existing situations into preferred ones.” The upward spiral, the hook, and the swap are examples of courses of action aimed at changing an existing set of N values to a preferred set.
Strategy devises the course of action – the most prudent path – taking into account interests on both sides. Therefore, strategy is design. Moving the N values across the three levels or nine regions requires improvements to the qualities of outcome, price, and experience ...
... – the O, P, and E numbers. Those changes are made by devising courses of action that we have been calling performances and affordances, which are further broken down into courses of action that map to the 16 elements of design.
Read 6 tweets

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