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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Solution design workshops

You are looking to:

• Improve service quality fast, with lowered costs
• Solve a complex problem that requires behavioural change on the part of service users
• Understand what is next for your organisation
• Create new ideas that work and energise

Business process mapping and improvement

You are looking to:

• Articulate a clear understanding of how you create and deliver value to your customers
• Introduce a shared language that allows you to easily describe your business
• Develop a plan to improve or transform your organisation

Service evaluation

You are looking to:

• Know if a service is delivering its intended outcomes to users
• Tap into insights for improvement from service delivery staff
• Evaluate your service holistically
• Demonstrate that your service is effective and efficient
• Measure customer satisfaction

Service prototyping

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

Experience mapping and modelling

You are looking to:

• Develop a deeper understanding of the services you deliver and their impact on the lives of your customers
• Deepen your understanding of the behaviours, values and identity of a particular demographic segment
• Identify the drivers

Design research

You are looking to:

• Understand the explicit and hidden needs of the people who experience your services
• Break assumptions about the customers and clients who interact with your organisation
• Obtain meaningful and usable segmentations of the users of your

Co-design of public services

You are looking to:

• Be confident that changes to the design and delivery of your organisations’ services will result in an improved citizen experience
• Understand the needs of the citizen and how policy can be designed to meet these

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