One Team Government Service design

Digital means learning and iterating as you go

Clare Sherwood and Joanne Gillies

At a time when some are feeling a sense of government blogging getting more sanitised and homogenised, it’s good to come across a post so clearly connected to the real experience – good and bad – of people who, as a result, still sound like people.

This post is worth reading for the substance as well. The question of how we best bring together the skills and experience of people expert in government and policy making with the pace and perspective of people expert in service design and solution delivery is one which is still very much with us. The founding premise of the one team government movement was that those two groups each have much to learn from the other: this post illustrates both the power of that insight and how hard it is to act on it systematically.

One quibble with the argument is the way the word ‘digital’ is used. There is a sense that agile, customer-focused, design-led approaches are somehow digital while, by implication, not-digital things are based on different and inferior approaches. That’s not wholly wrong – but it’s not wholly right either, and doesn’t encourage the melding of approaches rightly being suggested here. Success is more likely if it is not ‘digital thinking’ which is dispersed across the organisation, but approaches to problem solving which are valuable in their own right.

Service design

Electric woks or eating together? Time for human-centred designers to care about the community

Matt Edgar

There are exciting new technologies which can improve – and indeed transform – the quality of services. There are many services crying out for better design, to be better attuned to meeting the needs of users of the services. It is tempting – and all too easy – to let those two statements collapse into each other. The risk of that happening becomes greater the more that disciplines such as user research and service design are seen as elements of doing digital,┬árather than digital being seen as one set of approaches for responding to them.

The general problem with that is that it becomes possible to slip into thinking that the solution people need is the one we happen to have. A more specific consequence is an insidious tendency to assume that the focus of service design should be on the experience of a single, self-contained, individual user. Sometimes that might be the right approach, but often it will miss something important about the wider social context and the wider set of human needs.

This post neatly illustrates that and asks some important questions about moving service design beyond the purely transactional. And you probably don’t need an electric wok.