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

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

“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?

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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Citizen-centric service design

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

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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Co-design – an introduction

What is it?

Co-design is a high-engagement design technique that involves bringing people into the design process—both the people who will be eventual users of the new policy, law or service, and the people who will be delivering it. New...
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