Service design futures - how to create 'sociable services'

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Dr Andrea Siodmok 13 th March 2014 CELC Service design futures

description

Service design is changing, but how? here's some ideas from a talk I gave at the Institute for Government to Chief Executives of London Local Authorities.

Transcript of Service design futures - how to create 'sociable services'

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Dr Andrea Siodmok13th March 2014 CELC

Service design futures

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How can we create more sociable services*?

* Services that capture peoples’ imagination and deliver social and fiscal value.

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Insights

Think Publicwith Dott Cornwall

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Creative Solutions

DESIRABLEDesiresNeedsCreativity

FEASIBLETechnicalPracticalRelevant

VIABLEValuableEconomicalSustainable

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1. Service re-design

2. Integrated services

3. Sociable services

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Public realm

Professional realm

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User Innovation:New grass roots solutions developedby people

Collaborative innovationco-design and co-delivery of new solutionswith people

Centralised Innovation:professionals designing new solutions forpeople

Public realm

Professional realm

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fiscal capital

social capital

Sociable services*(Peer to Peer etc.)

Service integration(Hybrid value chains)

Service Re-design(public services)

* Not to be confused with ‘Social’ Services of the state

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1. Service re-design

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Services for

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Image by Cognitive MediaFrom Design Council Public services by design

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Image by Cognitive MediaFrom Design Council Public services by design

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Image by Cognitive MediaFrom Design Council Public services by design

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Image by Cognitive MediaFrom Design Council Public services by design

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Examples of Service Design tools and techniques

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Design Ethnography

Sea CommunicationsFrom Dott Cornwall

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Co-design

Sea CommunicationsFrom Dott Cornwall

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I - services

‘HealthBook’

Workplace

Scamps

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Serious GamesLegible Hospital

What ifs?

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Rapid prototyping

Sea CommunicationsFrom Dott Cornwall

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Experience prototypes

Think Public with Dott Cornwall

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Service propositions

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Service blueprints

Image from Lucerne University

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2. Integrated services

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local ingenuity & professional knowledge

Services with[partners, professionals & public]

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Thinking Room

making good ideas happen

In 2011 Cornwall Council developed a new citizen centric approach to innovation.

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MIXED ECONOMY

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NEGATIVE STEREOTYPES

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POSITIVES

RighteousIndividualistic

Nimbyism

Vested interestsIsolated impactIneffectual

Risk averseInertiaSilos

Profit motiveUnaccountable

Irresponsible

BureaucraticWastefulInflexible

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POSITIVES

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POSITIVES

PassionateEmpathic

Resourceful

BenevolentResilientEntrepreneurial

PurposefulTrusted Scalable

AdaptableEfficient

Ingenious

DemocraticAccountable

Civic

Adapted from Nick Jankel

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POSITIVES

SHAREDVision

LanguageAccountabilityRelationships

CreativityTrust

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3. Sociable services

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Services by

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UK Informal economy:49.1 million adults in UK* or 35x the size of the NHS.[*2010 census]

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Sharing Economy

SOCIALReputationParticipationRelevance

NETWORKTrustCommunityPrivacy

EXPERIENCEEaseValueRecommend

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Sea CommunicationsFrom Dott Cornwall

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Sea CommunicationsFrom Dott Cornwall

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Sea CommunicationsFrom Dott Cornwall

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Sea CommunicationsFrom Dott Cornwall

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Eden Project Community Innovation AwardsSea CommunicationsFrom Dott Cornwall

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Shaped by Us...Virtual incubator for citizen entrepreneurs

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Sea CommunicationsFrom Creative Councils

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Sea CommunicationsFrom Creative Councils

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Thanks to…Nesta / LGA Creative Councils programmeDott Cornwall partners: Design Council, Cornwall Council, Technology Strategy Board, University College FalmouthSome images from Flickr

Social and Service Design teams:Sea CommunicationsThink PublicSomething from UsLeap Design for ChangeCognitive MediaTwoBoexCornwall Design

* Views in this presentation my own based on experience in Dott Cornwall and Cornwall Council developing Thinking Room & Shaped by Us @shapecornwall @thinking_room