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;

https://twitter.com/rufflemuffin/status/1572318208253906944

* 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

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 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'

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

https://twitter.com/rufflemuffin/status/1384122077649637380

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

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.

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

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'

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.

As charities adopt new digital/blended service models, 'some' of their traditional geographic fenced commissioner contracts begin to seem obsolete.

What examples are out there of contracts or payment terms that go beyond payment by head/outcomes and geographic boundaries? Examples from other sectors or models that support this?

Example: You're a charity that delivers a face to face service, covid-19 has forced it online and it now opens up a world of delivering beyond contract boundary, how do you get paid if users come direct to your door?

What constitutes experience you would trust to teach you service design?

Does direct delivery experience matter to you? If the trainers haven't been part of a team designing services that are live + successfully meeting outcomes for business/users/system but they know some tools/methods do you trust it?

*Note-service design isn't a simple 'staged' process, lots of decisions by lots of people

"Social maps are powerful. But they are not all-powerful. We are creatures of our physical and social environment. However, we need not be blind creatures. Occasionally, individuals can imagine a different way of organizing our world..."

Gillian Tet on work of Jean Baudrillard Since this elite has an interest in preserving the status quo, it also has every incentive to reinforce cultural maps, rules, and taxonomies. Or to put it another way, an elite stays in power over time not just by controlling resources, or what Bourdieu described as...

Runners. Right I’ve gone from 6 weeks ago doing a mile to 6.2m (10k). I’ve managed the 10 by doing flats but shorter runs with hills around me to build stamina (5k)

How do I get above the 10k? It doesn’t feel knacerking when done but mentally my brain won’t shift. I just can’t seem to convince myself to do another loop.

I’m not fast like around 9.5m/hr so is it best to;

A) run more distance at same or slower pace accepting pauses
B) run less distance with more hills and faster to build strength
C) Run the 10k with less pauses/faster

#hivemind Quick question - livestreaming and recording events (internal show and tells) to scale participation. What is relatively easy to use and low hassle hard and software? I have a variety of film stuff from wireless bluetooth rode mics and i-phone and jobi tripods to DSLRs but looking for fool proof easy to operate (and relatively inexpensive) ideas. Thanks!

2020s, decade of designing interoperable data standards and policy, communities of adoption, community alliances, organisations with kindness+compassion at their centre,focused on an inclusive society.

Platforms to ‘enable innovation’ rather than ‘front end innovation’ itself. Last decade was lots of ‘it could look like this’ - this needs to be the decade of mass collaboration across sectors and org boundaries to enable services to work interoperabley for users and reduce #lifeadmin for people using and delivering services.

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.

https://twitter.com/dataisthenewoil/status/1124288555407355907

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

Preparing for a conference tomorrow and revisiting some old work on place based design/asset based development from 2012.

6 years ago we developed a strategy to support an area to improve outcomes for children and families, co-designed from bottom up with local people. We made films, worked with young people, parents, held pop ups, hosted events for over 60 people at a time, ran a blog, set up a news platform, worked with local journalists.

Macro form of service design.
A collective verb that involves the many in perpetual beta, focusing on users at all levels of delivery and design. Micro form of service design.
Focused on the tangible elements of the user experience and tracing back to what the org/system needs to do to enable it.

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.

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