Service design futures - how to create 'sociable services'

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    11-Aug-2014
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    Design

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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'

  • Dr Andrea Siodmok 13th March 2014 CELC Service design futures
  • How can we create more sociable services*? * Services that capture peoples imagination and deliver social and fiscal value.
  • Insights Think Public with Dott Cornwall
  • Creative Solutions DESIRABLE Desires Needs Creativity FEASIBLE Technical Practical Relevant VIABLE Valuable Economical Sustainable
  • 1. Service re-design 2. Integrated services 3. Sociable services
  • Public realm Professional realm
  • User Innovation: New grass roots solutions developed by people Collaborative innovation co-design and co-delivery of new solutions with people Centralised Innovation: professionals designing new solutions for people Public realm Professional realm
  • 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
  • 1. Service re-design
  • Services for
  • Image by Cognitive Media From Design Council Public services by design
  • Image by Cognitive Media From Design Council Public services by design
  • Image by Cognitive Media From Design Council Public services by design
  • Image by Cognitive Media From Design Council Public services by design
  • Examples of Service Design tools and techniques
  • Design Ethnography Sea Communications From Dott Cornwall
  • Co-design Sea Communications From Dott Cornwall
  • I - services HealthBook Workplace Scamps
  • Serious GamesLegible Hospital What ifs?
  • Rapid prototyping Sea Communications From Dott Cornwall
  • Experience prototypes Think Public with Dott Cornwall
  • Service propositions
  • Service blueprints Image from Lucerne University
  • 2. Integrated services
  • local ingenuity & professional knowledge Services with [partners, professionals & public]
  • Thinking Room In 2011 Cornwall Council developed a new citizen centric approach to innovation.
  • MIXEDECONOMY
  • NEGATIVE STEREOTYPES
  • POSITIVES Righteous Individualistic Nimbyism Vested interests Isolated impact Ineffectual Risk averse Inertia Silos Profit motive Unaccountable Irresponsible Bureaucratic Wasteful Inflexible
  • POSITIVES
  • POSITIVES Passionate Empathic Resourceful Benevolent Resilient Entrepreneurial Purposeful Trusted Scalable Adaptable Efficient Ingenious Democratic Accountable Civic Adapted from Nick Jankel
  • POSITIVES SHARED Vision Language Accountability Relationships Creativity Trust
  • 3. Sociable services
  • Services by
  • UK Informal economy: 49.1 million adults in UK* or 35x the size of the NHS. [*2010 census]
  • Sharing Economy SOCIAL Reputation Participation Relevance NETWORK Trust Community Privacy EXPERIENCE Ease Value Recommend
  • Sea Communications From Dott Cornwall
  • Sea Communications From Dott Cornwall
  • Sea Communications From Dott Cornwall
  • Sea Communications From Dott Cornwall
  • Eden Project Community Innovation AwardsSea Communications From Dott Cornwall
  • Shaped by Us... Virtual incubator for citizen entrepreneurs
  • Sea Communications From Creative Councils
  • Sea Communications From Creative Councils
  • Thanks to Nesta / LGA Creative Councils programme Dott Cornwall partners: Design Council, Cornwall Council, Technology Strategy Board, University College Falmouth Some images from Flickr Social and Service Design teams: Sea Communications Think Public Something from Us Leap Design for Change Cognitive Media Two Boex Cornwall 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