Designing with people
Scottish Community Safety Network
July 22nd, 2019
I carry around tools that help people define and find solutions to problems.
approach for designing services front to back, side to side and across every channel.
intentional solution to a problem within a set of constraints.
Side to side
The situations and motivations of people
- what they need to do
- why they need to do those things
- how they enter a service
- how they experience a service
- how they exit a service
Front to back
The situations and motivations of the business
- back end systems
- supporting policies
- business needs
- front facing elements
- organisational structure
Across every channel
- face to face
Explore and discover
Define and imagine
Test and implement
Service design is...
...not magic and service designers are not unicorns.
...a good option to start exploring what participation means for you.
...not something that's done for you.
...something I want to talk to you about.
Designing services with people