Public service design

As customers we often admire the style and functionality of products like the iPhone, Dyson, Google and others. The designers and engineers that make these products are clearly talented, but they also follow a disciplined process that helps them turn ideas, insights and experiences into great products. Similarly, the activities of shaping great services have evolved into a methodology known as service design.

As customers, patients and citizens we rarely consider the details that go into designing the experience of an airport, a hospital, a hotel or a museum. In all of these, a combination of ‘touchpoints’ – physical environments and objects, printed or online communications, and interaction with people – are what shape our experience.

Service design is a subset of innovation. In the public sector, it provides organisations with a practical way of ‘doing’ innovation which must accompany strategic leadership of change and the transformation of services. Service designers use skills such as visual communication, user research and facilitation to help organisations to enhance their understanding of customers’ needs and connect this to a process of idea generation, prototyping and testing.

We are passionate about the power of service design to improve the user experience. But also to lower costs of services. This cost saving is not made through 'efficiencies' but through transformative changes that redesigns services around the needs of the user.