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DESIGN4FUTUREwww.design4future.org
TASTER DAY EVENT
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Hello we are Design4Future
A service design agency based in Athens, helping
public and social organizations produce great services
and internal processes by putting people first.
From the industrial revolution
to the service economy
From products to people, systems and interactions
DESIGN4FUTUREFb: @Design4FutureOrg
Frankly, one of the great strengths of design is that
we have not settled on a single definition.
Fields in which definitions is now a settled matter tend to be
lethargic, dying, or dead fields, where inquiry no longer provides
challenges to what is accepted as truth.”
Richard Buchanan (2001)
DESIGN4FUTUREwww.design4future.org DESIGN4FUTUREFb: @Design4FutureOrg
March 2017
ΕΚΠΑΙΔΕΥΤΙΚΟ WORKSHOP – ΕΙΣΑΓΩΓΗ ΣΤΟ SERVICE DESIGN
DESIGN4FUTURE
What is service design?
Service design is the design of services
by following a design-led approach
Fb: @Design4FutureOrg
March 2017
ΕΚΠΑΙΔΕΥΤΙΚΟ WORKSHOP – ΕΙΣΑΓΩΓΗ ΣΤΟ SERVICE DESIGN
DESIGN4FUTURE
The “sexy” side of
service design
Fb: @Design4FutureOrg
Research
Understanding people’s experiences
and needs & developing empathy
DESIGN4FUTURE
www.design4future.org
Co-designing solutions
Actively engaging users and staff in
the service design process.
Communicate how things work through
quick sketches and visualizing information.
DESIGN4FUTUREFb: @Design4FutureOrg
:
Prototyping
Testing how things work with real users before
going to live phase launch a pilot service
* Image source: Global Service Jam event
DESIGN4FUTUREFb: @Design4FutureOrg
:
March 2017
DESIGN4FUTURE
The “un-sexy” side of
service design
“So you sketch, you play with post-its and
play-dohs, is that all it is…?”
Fb: @Design4FutureOrg
March 2017
DESIGN4FUTURE
Systems thinking. Designing
end-to-end service experiences
Breaking silos and boundaries between different
units inside organizations.
Where do people come from and where are they going
after they leave my service? What happens there, how
can we better link these experiences?
Service design is
organizational design
Culture, processes, relationships, structure, power
DESIGN4FUTUREFb: @Design4FutureOrg
People, communication and trust
Service design is about connecting people,
helping them communicate effectively
to (re)build trust.
DESIGN4FUTUREFb: @Design4FutureOrg
March 2017
DESIGN4FUTUREFb: @Design4FutureOrg
It’s not as easy as it may seem
“We work with employees to decide
together any changes in the service ”
General Manager of Programs, Health Organization, Greece
“We feel neglected, we have already proposed
lots of changes but nothing has been implemented.
They decide things without being asked”
Unit Director, Health organization, Greece
Design is the glue
The mindset, approach, principles and skills that
bring different perspectives/stakeholders and
evidence (through research etc.) to the table, over
a well structured process to design services that
work for people.
DESIGN4FUTUREFb: @Design4FutureOrg
We desperately need
change makers.
DESIGN4FUTUREFb: @Design4FutureOrg
We hope WE are
We hope YOU are
MIKE & HAZEL definitely are!
DESIGN4FUTUREFb: @Design4FutureOrg
Thank you and welcome
Hazel and Mike!
DESIGN4FUTUREFb: @Design4FutureOrg
We hope WE are
We hope YOU are
MIKE & HAZEL definitely are!
DESIGN4FUTUREFb: @Design4FutureOrg

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Athens Government Jam - Service Design in Public Sector

  • 2. Hello we are Design4Future A service design agency based in Athens, helping public and social organizations produce great services and internal processes by putting people first.
  • 3. From the industrial revolution to the service economy From products to people, systems and interactions DESIGN4FUTUREFb: @Design4FutureOrg
  • 4. Frankly, one of the great strengths of design is that we have not settled on a single definition. Fields in which definitions is now a settled matter tend to be lethargic, dying, or dead fields, where inquiry no longer provides challenges to what is accepted as truth.” Richard Buchanan (2001) DESIGN4FUTUREwww.design4future.org DESIGN4FUTUREFb: @Design4FutureOrg
  • 5. March 2017 ΕΚΠΑΙΔΕΥΤΙΚΟ WORKSHOP – ΕΙΣΑΓΩΓΗ ΣΤΟ SERVICE DESIGN DESIGN4FUTURE What is service design? Service design is the design of services by following a design-led approach Fb: @Design4FutureOrg
  • 6. March 2017 ΕΚΠΑΙΔΕΥΤΙΚΟ WORKSHOP – ΕΙΣΑΓΩΓΗ ΣΤΟ SERVICE DESIGN DESIGN4FUTURE The “sexy” side of service design Fb: @Design4FutureOrg
  • 7. Research Understanding people’s experiences and needs & developing empathy DESIGN4FUTURE www.design4future.org
  • 8. Co-designing solutions Actively engaging users and staff in the service design process. Communicate how things work through quick sketches and visualizing information. DESIGN4FUTUREFb: @Design4FutureOrg :
  • 9. Prototyping Testing how things work with real users before going to live phase launch a pilot service * Image source: Global Service Jam event DESIGN4FUTUREFb: @Design4FutureOrg :
  • 10. March 2017 DESIGN4FUTURE The “un-sexy” side of service design “So you sketch, you play with post-its and play-dohs, is that all it is…?” Fb: @Design4FutureOrg
  • 11. March 2017 DESIGN4FUTURE Systems thinking. Designing end-to-end service experiences Breaking silos and boundaries between different units inside organizations. Where do people come from and where are they going after they leave my service? What happens there, how can we better link these experiences?
  • 12. Service design is organizational design Culture, processes, relationships, structure, power DESIGN4FUTUREFb: @Design4FutureOrg
  • 13. People, communication and trust Service design is about connecting people, helping them communicate effectively to (re)build trust. DESIGN4FUTUREFb: @Design4FutureOrg
  • 14. March 2017 DESIGN4FUTUREFb: @Design4FutureOrg It’s not as easy as it may seem “We work with employees to decide together any changes in the service ” General Manager of Programs, Health Organization, Greece “We feel neglected, we have already proposed lots of changes but nothing has been implemented. They decide things without being asked” Unit Director, Health organization, Greece
  • 15. Design is the glue The mindset, approach, principles and skills that bring different perspectives/stakeholders and evidence (through research etc.) to the table, over a well structured process to design services that work for people. DESIGN4FUTUREFb: @Design4FutureOrg
  • 16. We desperately need change makers. DESIGN4FUTUREFb: @Design4FutureOrg
  • 17. We hope WE are We hope YOU are MIKE & HAZEL definitely are! DESIGN4FUTUREFb: @Design4FutureOrg
  • 18. Thank you and welcome Hazel and Mike! DESIGN4FUTUREFb: @Design4FutureOrg
  • 19. We hope WE are We hope YOU are MIKE & HAZEL definitely are! DESIGN4FUTUREFb: @Design4FutureOrg