October 21, 2008
In an article on the Health Service Journal Deborah Szebeko talks about her experience of service designer in the public sector, an issue I’ve been working in the past (also in this blog). Deborah describes how she worked on service design in the healthcare sector and why are designers important in developing innovation in those sectors.
I also found interesting the description of the stage of the process, because I suppose it could be a step towards a sort of a “blueprint of the blueprint” of a service: she mentiones the following stages [the text in square brakets is my interpretation or the way I would qualify each stage]:
- Observing to understand [I would describe this as the analytical phase]
- Capturing patient and staff experience [interpretation of the analysis]
- Mapping the service process and experience [towards a design concept]
- Bringing people together to share experience and identify challenges [ concept solution co-creation]
- Generating ideas and opportunity mapping [similar to concept selection?]
- Prototyping [Prototyping, just that]
- Testing and gaining feedback on prototypes [still on user's co-creation]
- Designing final output [Detailing]
- Implementation and social marketing
I wouldn’t say this is the perfect process, but I would be curious to see whether this process could be compared with other service design interventions in the public sector.
October 21, 2008
In the last few days my students have been developing use-cases for their service design semester. We are trying something new: acting the use cases. Use cases are supposed to support the dialogue between people with different backgrounds, working on a common project. We are using use-cases in our service design semester, but the students do not have too many chances to get more participation of other actors, such as service providers or final users. Therefore they are trying to act the use case: each student from a group is “wearing a hat” of one of the actors involved in the use case. This implies that the student, who has previously made an analysis of the various actors, should try to bring the actor’s interest into the use case and make the same actions and take the same decision the real actor would take. (Of course this is very close to De Bono’s work, even if I’m not a big fan of it).
The result is that the use case becomes much clearer to the group, although I would not use this technique to present the use case to people who are not familiar with the project, as the analysis of what happens in the use case goes too much into the details, they would not be able to understand it.
October 21, 2008
The question of sustainability is quite complex, it is a HUGE problem, can you explain it in 20 minutes? Have a look at The Story of Stuff
October 19, 2008
The co-creation spectrum is an interesting reflection on different form of user involvement in value-coproduction processes, from mass customisation to community product design
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October 17, 2008
I found a draft of the video presentation for the lunch currier project (see previous post). We created this presentation for the “changing the change” conference in Torino, Italy, in July 2008. The draft is in fact better than the final version, because the request from the organisers was to compress the video to 35 seconds and I haven’t learnt to be so concise, yet.
October 15, 2008
I found a very good list of relevant literature on service design, edited by Jeff Howard.
A list of relevant papers in the past thirty years would have been good enough, but Jeff did more! he excerpted the abstracts and introductions to the papers and cross-referenced examples and concepts so that it’s easy to follow the development of ideas across multiple papers. We (service design researchers) needed it!! Thanks Jeff.
October 1, 2008
It’s not Friday night, yet, but there is enough time to have a look at this service, it is very interesting:
- You go to out with your own car,
- You get drunk,
- You ring Scooterman,
- A person will arrive with a foldable scooter, fold the schooter and put it in the boot of your car (even if you have a Mini)
- He or she will drive you and you car back home, unfold the scooter and leave.