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.