Presentation on theme: "FOR THE DESIGN OF PUBLIC SERVICES Presentation by: Kristel Van Ael, Namahn and Alain Denis, Yellow Window With cases from: Hatch & Bloom, Belgian designers,"— Presentation transcript:
FOR THE DESIGN OF PUBLIC SERVICES Presentation by: Kristel Van Ael, Namahn and Alain Denis, Yellow Window With cases from: Hatch & Bloom, Belgian designers, Engine and MAXIMALdesign
WHAT IS SERVICE DESIGN? ABOUT THIS TOOLKIT SERVICE DESIGN CASES
Service design is a method for improving the quality of your service Directed at both users and staff Approached from a human-driven way of design thinking –Starting from the needs and requirements of users and other stakeholders –Looking for solutions together WHAT IS SERVICE DESIGN?
Holistic view of service –The whole customer experience –Interdisciplinary collaboration: anthropology, strategy and design –Consistency, both digital and physical WHAT IS SPECIAL ABOUT IT?_1/2
Involvement of citizens and staff –Quality x Broad acceptance = Effectiveness Visual approach & rapid tests –Critical thinking, creative solutions –Clear and fast communication NO THINK TANK but DO TANK WHAT IS SPECIAL ABOUT IT?_2/2
Better integration of different services and underlying processes A dynamic and engaging approach Often surprisingly simple solutions Quick results WHAT ARE THE BENEFITS?
You can contact Design Flanders: –for information on how service designers can help you –to find a professional service design consultant to assist you with the process –for advice on contracts, patents, model protections, … www.designvlaanderen.be/en/advice ROLE OF DESIGN FLANDERS
Developed by Namahn and Yellow Window: partnership for service design in collaboration with Design Flanders Distributed for the first time on this occasion of the SEE Final conferencePolicy, Innovation & Design DEVELOPED BY?
An introduction to service design, adapted for local governments and organizations A practical do-it-yourself kit, aiming at reducing the cost of the process A creative and human-centered method to improve public services WHAT IS THIS?
In this toolkit you will find –A manual with an introduction and step-by-step plan –7 posters with service design techniques –Persona and touchpoint cards On the website –5 workshop posters –Templates –Service Design cases CONTENT
This toolkit on service design is the outcome of a partnership between two design firms, Namahn and Yellow Window, and Design Flanders. This presentation showed cases from Hatch & Bloom (DK), Cross agency design team (BE), Engine (UK), MAXIMALdesign (BE). This toolkit was first published in Dutch by Politeia (www.politeia.be) in cooperation with VVSG, the Association of Flemish Cities and Municipalities. CREDITS