Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Posts tagged with “publicsector”...

Service Design job with Imagination at Lancaster: Go back to Uni to become a service designer!

Imagination at Lancaster are advertising for a Research Assistant to support their work in Health. The job description asks for:

The role of the Research Associate will be to support the research team to carry out research into existing NHS innovation practices and tools and to co-develop and experiment with design and creative tools during a collaborative research project with North Lancashire Teaching Primary Care Trust. The research will adopt the following methodologies: literature review, case studies, interviews, video ethnography and participatory design workshops.

I took part on the Peer Assist forum that gave this project funding, and I've been quite closely involved in several of Lancaster's projects around Health and Transport since their launch at the beginning of 2008.

The project is being led by Daniela Sangiorgi, and is focussed on developing best practice around the use of service design and innovation methods in GP practices as they move towards a Practice Based Commissioning framework (essentially GPs being responsible for commissioning/designing the services they provide and the resulting changes to digital and physical infrastructure that supports these services.)

I'm excited about this project, and I think it would be a great opportunity for whoever gets the job - however, as I said at the Peer Review meetings, I am concerned about a couple of things.

Firstly, the project is labeled as 'research', but its principally a (service) design project. Design is different from research in that it explicitly seeks to change and improve existing things, whereas research aims to study and understand existing things. Of course the two activities are intimately related, and you can't do good design without good research first, but I believe that if one starts a project with the intent to change practice it's a design project, and as such should be led by designers. Which leads to my second concern about the project - it should be being run by a service design company, with experienced service designers planning and facilitating the 'participatory design workshops', not a university and a project team of academics.

This project is exactly the kind of work that we're doing at Engine, and that others such as live|work and Thinkpublic are also pushing hard to develop practice and projects around. Why is a university, supported by taxpayers cash, pitching and running projects that commercial agencies can do (better)? Not to mention that all the approaches (including the founding principle of Design-led public service design) being 'researched' are borrowed from agencies such as ours. They should be researching us, not competing with us.

Nonetheless, I supported the project's funding application at the Peer Assist meeting because this project, like so many, is a unique combination of specific people, in specific places with a specific initiative, and I'd much rather see this project succeed than no project take place. So if you want to apply, good luck!
December 26th, 2008 / Tags: servicedesign, publicsector, job, university / Trackback / Comments

Us Now Film - Open government, and the transformative power of the series of interconnecting tubes

Ivo Gormley, who I met at the Service Design Christmas Drinks on friday has created a film, with the support of thinkpublic called Us Now about 'the power of mass collaboration, government and the internet'. It seems very interesting. There's a preview at the RSA on wednesday, and the Prince Charles cinema on the 10th.

Here's a clip from the film of Ed Miliband on people centred service design:

Great quote from Oscar Wilde that tangentially relates to community consultation - 'The problem with socialism is that it takes to many evenings.'
December 1st, 2008 / Tags: servicedesign, film, publicsector / Trackback / Comments

Engine's public service designs

Over the past year or so Engine have been slowly but surely building a successful line of business designing services for public sector clients.

A few days ago I helped Tamsin undertake a bit of a website refresh to reflect the growing importance of this part of Engine's work. We've now consolidated all of our public service design case studies and viewpoint articles on a single web page, and we've made a two page pdf available that outlines Engine's offer to public sector organisations.

If you're interested in finding out more about Engine's public sector work, I highly recommend starting with Joe's book, The Journey to the Interface, which he co-authored with Sophia Parker. Joe was just finishing this book when I started working at Engine, and it laid the foundation for the public sector projects and initiatives we're engaged in today.

There's a lot more exciting stuff bubbling away below the surface in this area at Engine, and the great thing about this work is that we can talk about it (most of our private sector clients are very secretive about our work for them). I'll be sure to post more as soon as I can.

November 6th, 2008 / Tags: servicedesign, publicsector / Trackback / Comments

Public service design ideas

The Open Media Network. A large, and very interesting site exploring new ideas for 'public service publishing.' Lots of viewpoints and ideas, as well as examples of possible service designs. It will be interesting to see what comes of this - there's a video with an overview too, but bizarrely for a site thats about 'open media' etc, they don't let you embed it! A classic case of me too-ism from some commisioners that super-ironically don't get it, or a brave step in a new direction?
May 26th, 2008 / Tags: publicsector / Trackback / Comments

Shape 50+ Service Design Project

Julia, Aviv, Joe and Cale recently completed a project working with older people to improve the service design around access to health care in Buckinghamshire. As they write:

"Engine worked with a multidisciplinary team of local government members, residents and service providers in Bucks to develop SHAPE. Our aims were:

1. to engage local residents, elected councillors, public and voluntary service providers in the design of a service-based solution to one of biggest problems facing elderly residents in Bucks access to health and social care

2. to develop a methodology for service innovation through community engagement "

Read the case study on the Engine website, or listen to what the people involved had to say in the YouTube video below:

April 13th, 2008 / Tags: publicsector, servicedesign, Engine, project / Trackback / Comments

People and Participation Online

"An interactive tool which helps those seeking to engage with the public to select participatory methods based on their specific circumstances. It provides a comprehensive methods database, covering traditional and innovative approaches to public participation from around the world and a selection of case studies,enabling site users to post their own stories to inspire others."
March 25th, 2008 / Tags: publicsector, designthinking / Trackback / Comments

heartmonitor3.jpg "Customer journey mapping is the process of tracking and describing all the experiences that customers have as they encounter a service or set of services, taking into account not only what happens to them, but also their responses to their experiences. Used well, it can reveal opportunities for improvement and innovation in that experience, acting as a strategic tool to ensure every interaction with the customer is as positive as it can be." Kind of via Jeff (although we actually bid to do this piece of work)
March 2nd, 2008 / Tags: servicedesign, publication, publicsector / Trackback / Comments

More from Geoff. A great graph that explains why change is tough... via
February 20th, 2008 / Tags: designthinking, publicsector / Trackback / Comments

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