You are looking to:

• Provide services that are usable, useful and desirable for end users
• Develop services that are optimised from a delivery perspective
• Engage strongly with staff to ensure they have the right tools to deliver the service
• Address the technical needs and user needs without compromising experience
• Engage users and decision-makers in a meaningful way
• Ensure services only get released when they are based on good design
• Manage the risk of an improvement or transformation initiative
• Bring diverse collaborators together to create common representations of possible service concepts
• Visualise a service concept for discussion or business case development

We can help by:

• Collaboratively co-designing services with end users and staff
• Immersing decision-makers in real world contexts to simulate real user experience
• Providing innovative techniques for prototyping services, which are intangible by nature
• Identifying how your services interact with others to meet an end-user goal
• Fast-tracking the development of a service concept in order to build a case for change
• Optimising your innovation investment
• Making your aspirations for citizen-centred services real

What we have done:

• Development of a service prototype for a law enforcement agencyWe collaboratively worked with a core group of law enforcement officers to shape their operations support services. The goal was to define their core services after a significant organisation realignment. We worked with the core group for four weeks and applied a service design approach. We built customer personas and prototyped service expectation statements. We modelled the service pathways and engaged potential customers to validate this designed experience. We prototyped a service catalogue that was designed to meet customer needs. The service catalogue was a navigator for customers and staff of the operations support services team.
• Prototyping form redesignWe were engaged by a government department to improve the wildlife permit application process. The goal was to make it easier for applicants to understand requirements and complete the permit process. An aspect to this was to understand the complex form choice and to improve the form application. We observed users completing the application form and assessed the usability of the form. We further reviewed the forms against better practice form design heuristics. We worked with users and paper prototyped new forms. We produced forms based on a different set of assumed user groups, reduced the complexity of the forms and identified improved navigation on the government website to locate the forms.

Examples of what we deliver:

• Low-fidelity prototypes for exploration
• High-fidelity prototypes for evaluation
• Design specifications for implementation
• Service storyboards
• Service component maps
• Prototypes of service-support objects, e.g., forms, websites, access cards
• Concept evolution reports