Post on 17-May-2015
Building service design capacityin large organisations
@uscreates
Outline
01 Introducing Uscreates
02 3 models to deliver SD expertise
03 Building SD capacity: Design for Improvement
04 Q&A
01 Introducing Uscreates
01 Introducing Uscreates
01 Introducing Uscreates
01 Introducing Uscreates
16% reduction in teenage pregnancy in Bristol
25% reduction in graffiti vandalism in Brent
Improved community cohesion and satisfaction in Barking
31% increase in awareness of lung cancer symptoms in Bristol
100% sexual health screening in Birmingham
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01 Introducing Uscreates
01 Introducing Uscreates
service design
02 3 models to deliver SD expertise
02 3 models to deliver SD expertise
02 3 models to deliver SD expertise
02 3 models to deliver SD expertise
02 3 models to deliver SD expertise
“LSIS exists to support providers in the FE and skills sector to continuously improve the performance and quality of their provision.”
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Service challenges
Increase participation in informal adult learning
Increase positive learner feedback about respect at the college
Increase learner applications
Improve learner employability+Improve reception services
Increase uptake of training opportunities
Service Designuser-centeredcollaborative
03 Building SD capacity: Design for Improvement
Service Designuser-centeredcollaborative
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
?Who are your users
How are they accessing your services
Why are prospective users not accessing your services
What are their motivations, aspirations and interests
What do your services look like from their perspective
01project
definition
02user
personas
03user research
tools
04discussion
guides
05ethical
considerations
06actionplan
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Learn by doing
Work on your own ‘real’ challenges
Bring along existing desk research and data in regards to your challenge
Get other providers’ input on your challenge
Offer your input on other providers’ challenges
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
User research tools
03 Building SD capacity: Design for Improvement
User research tools
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Post-workshop bespoke support
03 Building SD capacity: Design for Improvement
*analyse co-scope research
identify areas of improvement or innovation
generate ideas in response to co-scope research
prototype and pilot ideas
03 Building SD capacity: Design for Improvement
01analyse
user research
02reframe project
definition
03co-creation
04lateral
thinking
05prototype
06actionplan
03 Building SD capacity: Design for Improvement
User-research analysis
03 Building SD capacity: Design for Improvement
User-research analysis
User-research analysis
03 Building SD capacity: Design for Improvement
User-research analysis
03 Building SD capacity: Design for Improvement
User-research analysis
03 Building SD capacity: Design for Improvement
User-research analysis
03 Building SD capacity: Design for Improvement
User-research analysis
To change attitudes or behaviours of staff or learners
To improve learners’ engagement with a service
To motivate learners to do something
To target people who have an influence on a learner
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Real co-creation
select a dominant idea
exaggerate
reverse
pitch to Alan Sugar
refine into an idea that is workable,
realistic, achievable, but still
innovative
03 Building SD capacity: Design for Improvement
5-minute lateral thinking sprints
03 Building SD capacity: Design for Improvement
Prototyping
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Peer-led listening service
Pop-up incentivised course tasters
Service blueprint meetings to enhance staff collaboration and recruitment outcomes
Commercial services on the ground floor staffed by students
Mystery shopping business development approach
Bespoke support
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Why a service design approach?
01 A user focus
02 An in-depth scoping phase
03 A strong evidence base
04 A collaborative approach
05 A credible process
03 Building SD capacity: Design for Improvement
www.excellencegateway.org.uk/node/27425
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
03 Building SD capacity: Design for Improvement
Q&A