Service Design – a user needs focus to designing and implementing government policy

February 6th, 2011 - By Raffaella Recupero

Government services are unique because they deliver economic, social, revenue, law and order and security outcomes for the nation. Compare this to commercial services, which are designed to satisfy the needs and wants of the consumer, and you may believe...
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User pathways and persona development for service design

February 6th, 2011 - By Nina Terrey

“People’s interactions with products can be better supported by thinking more holistically about their activities and processes rather than focusing on designing the thing as an isolated object ” – Jane Fulton Suri We talk about interactions and experience that people...
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What is design thinking and why is it different?

February 6th, 2011 - By John Body

Design thinking provides an alternative approach for working through challenges faced by organisations.  The design thinking approach is generally faster and results in more innovative ideas than thinking approaches drawn from management disciplines.  Design thinking can be applied to any...
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Public sector innovation or re-imagining what could be!

January 25th, 2011 - By Jim Scully

Aotearoa, rugged individual. Glisten like a pearl. At the bottom of the world.
The tyranny of distance. Didn’t stop the cavalier. So why should it stop me.
I’ll conquer and stay free. - Split Enz. Six Months...
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Citizen-centric service design

January 24th, 2011 - By John Body

The term citizen centric is popular with governments as they seek to reconnect with the community and deliver services that meet or exceed the needs of the public. It is a positive and widespread aspiration to have, and yet, surprisingly,...
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Business Process Mapping; the link between Service and Organisation Design

January 17th, 2011 - By Mark Thompson

Service Design focuses on the intentional definition and development of an organisation’s or business’s serving offering. That is, the set of services through which it delivers value to the service users. Once a service is defined, delivery of those services requires...
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Prototyping services—designing services quickly, collaboratively and with lowered risk

January 16th, 2011 - By Darren Menachemson

We’ve all had very good and very bad experiences using services. Whether it’s transacting with a bank, booking a flight, dealing with the medical system around a health issue, claiming government benefits or reporting on government obligations, services that help...
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User-centred design process and organisational change

January 16th, 2011 - By admin

One purpose of user-centred design is to capture the energy, knowledge and skill of the people in the room to make sure that the iterations and final design reflect a true user experience, not the voice of only one user,...
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Using Blueprints to focus and move fast

January 16th, 2011 - By Justin Barrie

One of the most effective and popular techniques we use here at Thinkplace is Blueprinting. Like an architect’s drawings that make the plan of what is to be built visible, a Blueprint offers us and our clients a clear vision...
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Co-design – an introduction

January 4th, 2011 - By Leslie Tergas

What is it?