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Sarah Drummond Profile picture
@rufflemuffin
Sep 20, 2022 • 8 tweets • 3 min read • Read on X
Scrolly
Been using Dall-E @OpenAI to build out super quick story boards for user journey maps

Works a treat even without specifics to quickly bring to life a story. Game changer

#servicedesign A yellow background with three boxes that looks like a comic
Bit more quick detail, will write blog

These were generated by being specific about a service moment, in this case 'A customer paying at a kiosk in black and white fine line style' A series of images showing results (four of them) for 'A cus
It's less helpful when using as brainstorming tool for developing, e.g service concepts for whole user journeys, it's a mere representation of the end goal but sort of maybe makes you focus on the outcome of the service right?

Buying a home = pictures of people with homes Photo responses to a photo of a person using a service that Responses of images to a prompt on Open AI saying 'a user bu
LOL A series of indecipherable flow charts with the prompt 'a us
Not sure about these ones. Useful reflection of what patterns there are in banking apps 4 images that resemble 3d models of banking apps on a mobile
When technology mirrors real lyfe An image of people standing pointing at a flow chart
I promised a blog of my early explorations. Here it is.

Early explorations into the use of AI generated images for service design

sarahdrummond.medium.com/the-future-is-…
If you're interested in learning more about Service Design or a course on how to use AI image generation in Service Design (a fun short course) check out the school good.services and drop us a line on the contact form

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Sarah Drummond Profile picture
Sep 20, 2022
P.S this means I'm doing very small limited bits of consulting again whilst I wait on our filming schedule starting/funding finalising and in between training @theschoolofgood

Hit me up with specific briefs on DM if you have anything

Interested in the following;
* Small projects researching/testing new services
* Re-designing services that have some £
* Developing strategic direction for orgs on what to do
* Helping/mentoring exec/senior teams with their strategy on services

Or just advising on above

2023 good, got bits of time Nov/Dec
No sales jobs, no senior jobs, no messy complex stakeholder work at this point in time - I want to get back into designing again so if you're scoping a product/service/wanting to build a strategy I'm interested (have some ace friends too I can recommend if not for me)
Read 8 tweets
Sarah Drummond Profile picture
Apr 27, 2021
Services are made up of thousands of tiny, often accidental design decisions.

These design decisions are often unconsciously made, in isolation from one another, and without an understanding of the impact they will have on our services

Keep, having this conversation over+over
Service design is the pursuit of many, not the pursuit of one

However, the 'one' or few service designers must be given the remit, platform and authority to help connect, convene and challenge how an org works to improve the chance of meeting good outcomes through their services
So may organisations are hiring service designers.

Make sure you give them the space to do good work and you are ready to do this work, that you have a vision / strategy that they can help deliver and you will support that vision in your leadership.
Read 4 tweets
Sarah Drummond Profile picture
Apr 19, 2021
Every decision an org makes affects services

*But*

Most service design tools focus on the result of decisions (the UX) not the cause

As designers, we need a way of designing these decisions, so I made a thing;

I’m calling it Full Stack Service Design
bit.ly/fullstacksd
Service design is rarely greenfield. Most service design is brownfield most of the time. We need to influence how the constituent components of a system – from its rules, policy, culture to infrastructure impacts the UX + how it helps, or stops meeting needs and +ve outcomes.
I've released a medium version of the model:
⌨️ medium.com/full-stack-ser…

And a guide to how it might be helpful:
medium.com/full-stack-ser…
Read 10 tweets
Sarah Drummond Profile picture
Feb 11, 2021
The reality is, services are rarely holistically designed or start from a greenfield position. Most service design is brownfield most of the time.

#testingcontent
Services are made up of 1000s of design decisions taken by constituent parts of an organisation or system. These design decisions are often unconsciously made, without an understanding of the impact on end users - staff, customers and the general public.

#testingcontent
When working in a brownfield environment, the role of a Service Designer should focus on facilitating + communicating how the constituent components of an orgs model, role, rules, policy, culture or infrastructure impacts the UX and meeting the right outcomes for people.
Read 5 tweets
Sarah Drummond Profile picture
Feb 10, 2021
Got feedback today from a proposal we lost.

Where do I begin?

Weren't allowed to ask clarification questions post stage 1 before pitch.

We said - if we have timelines wrong, we can re-work these to meet outcomes

If we have outcomes wrong, we can re-work approach to meet them
That and in one criteria being marked down as excellent for agile approach then being penalised in relation to a Q on if we can supply project management but 'could have scored higher if we'd talked about agile'
I'm so done with showing a range of experience (which is now vast) on different level of fidelity outcomes and not being respected for this experience but penalised on getting the vision wrong of what's in the buyers head without a freaking conversation.
Read 4 tweets
Sarah Drummond Profile picture
Aug 13, 2020
Taking 6 weeks out to write up case studies for Snook's 10 year back catalogue.

It's a privilege to have a vantage point across so many industries, sectors, systems, communities.

These are my open short hand notes of patterns I'm seeing
Everyone wants a system that will share data across sectors (housing, social care, health, education, criminal justice system) but is impossible due to data restrictions+poor technology

This comes up as an idea/need in nearly every piece of work I've ever done, still unsolved.
If only people had access to their healthcare data and health care providers had access to good digital services and technology, we would be able to enable many of the conceptual preventative measures that reduce pressure on the system (e.g unscheduled care)
Read 18 tweets

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