+ think design change -

Service Design Tools: A Guide To Service Designing

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The brilliant Austrian based service designer Marc Stickdorn has uploaded a sneak preview of his most recent book "This Is Service Design Thinking". The book aims to provide a guide on what is still a very young discipline: service design. 

This is a great contribution and I look forward to read the rest of the content. More info about the project here.

You can follow him on twitter @MrStickdorn

 

John Seddon: Cultural change is free

In this presentation the always witty and sharp British management guru and advocate of systems thinking John Seddon dissects some of the biggest organisational myths in the managerial practice. 

In times of drastic change and cultural crisis not only in the service industry but across the whole society, one could argue that Seddon is making an urgent call to the service design community to come up with real solutions that disrupt from the old models that have been proven wrong. 

In his latest book Systems Thinking in the Public Sector: The Failure of the Reform Regime.... and a Manifesto for a Better Way, Seddon argues powerfully for the government to forget sticking plasters like CRM and citizen empowerment saying 'don’t tweak the system. Ditch it.'

Systems Thinking in the Public Sector gives example after example of exactly how the system fails from housing benefits and care for the elderly to call centres like Consumer Direct. 

Drawing on Seddon’s extensive experience working as a consultant with UK public sector managers, this is a fiercely uncompromising, yet rigorous manifesto for change.

Design With Intent - Toolkit for influencing behaviour through design

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(via  @vanderbeeken )

British Industrial Designer & Engineer Dan Lockton has recently finished designing a toolkit to help designers seeking to influence and modify positively users' behaviour through design. Italy based design blog Putting People First, gives access to the finished toolkit which takes form of a set of 101 cards grouped in eight categories according to different lenses or fields of research that provide different perspectives on behaviour change.  
 
 
 
The intention is that the cards are useful at the idea generation stage of the design process, helping designers, clients and – perhaps most importantly – potential users themselves explore behaviour change concepts from a number of disciplines, and think about how they might relate to the problem at hand. Judging by the impact of earlier iterations, the cards could also be useful in stakeholder workshops, and design / technology / computer science education.
 

You can download the entire set here.

Service Design: Design Innovation In The Public & Private Sectors

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(via @saulpims)

Earlier this year The Guardian in association with the Service Design Network published a supplement on service design titled: Design Innovation In The Public & Private Sectors. This article was sponsored by five organisations from very different industries all with service at the core of their philosophies: University SCAD; service design consultancy Engine, innovation and design consultancy Continuum, the Design Council and [yes] the multinational fast-food chain McDonald's. 

It is a great first try and let us hope will not be the last time this topical subject comes to the mainstream (even after the elections). Once you've read this, move to Service Design Goes Mainstream, a great blog post by service designer Paul Sims from digital agency Made by Many, who I had the pleasure to interview for my MA dissertation.

Shape 50+: Co-designing public services in Buckinghamshire

 
London based service design consultancy Engine was asked to facilitate the development of a best practice methodology for the engagement of local authorities, elected council members and service providers and users. The methodology, which came to be known as SHAPE: Services Having All People Engaged, was modelled through a live programme of work that concentrated on residents of the county in the 50+ age range.

 The outcomes for Shape 50+ were twoefold:

-HealthConnect is a service development proposal designed to improve access to health and social care services in Buckinghamshire. It is a response to the way in which people with limited accessibility, especially in rural areas, find journeys to and from the doctors particularly stressful, time-consuming and expensive.

-The second is the Shape methodology for people-centred service innovation, which can be downloaded here.

New Book on Design Thinking and Service Design by DMI

(via: @liveworkstudio)

The president of the Design Management Institute Thomas Lockwood has recently published the book Design Thinking: Integrating Innovation, Customer Experience and Brand Value. This book is divided into three sections focused on innovation, service design and experience design. The second section has a special collaboration from UK based live|work service designers Lavrans Lovlie, Ben Reason and Chris Downs where they expand on the 'triple-bottom-line' as a measurement of the value of service design.

A great read for those seeking to improve productivity in their business and also for those who understand creativity as a source for innovation.