Archive — Service design
The second of my two posts on my work team’s blog about UCD Gathering, the remote conference I attended in October.
This blog post covers the third theme I wanted to highlight: how we can better demonstrate the business impact of human-centred approaches.
Back in October, I had the opportunity to attend the UCD Gathering conference, a new virtual event for practitioners of user-centred design in all its forms. Over on my work blog, I have published the first of two posts reflecting on what I learned.
This first post covers two themes:
- Being aware of bias, and other cognitive considerations
- Improving readability of content
The post also mentions my own session at the conference, about our user research into the needs of staff and students working with course materials online. The Learn Foundations project has proved fortuitous in that it has helped schools move their teaching online and prepare for hybrid teaching in the wake of the coronavirus outbreak.
I will be speaking at next week’s UX Glasgow meetup. This month it is a service design special, coinciding with Services Week.
My presentation will be based on my blog post Service design and the Mario complex, exploring the similarities and differences between user experience and service design.
It’s part of a bumper line-up of speakers, including sessions about the Scottish Approach to Service Design, some excellent research into the service design community in Scotland, and a student project imagining the future of Glasgow.
It’s a ticketed virtual event, so sign up to be part of what should be a brilliant session.
Here’s another post I published to my team’s blog over the summer and forgot to link to from here.
Back in June, I ran an experiment in mass remote collaboration at our Web Publishing Community. This was, of course, at the height of lockdown, as we were adapting to the new reality of a prolonged period of working from home.
I’d come away from the Service Design in Government conference in March really keen to try out liberating structures, following an excellent session run by Open Change.
Liberating structures is a set of workshop tools designed to include everyone and generate innovative ideas. These are ideally carried out with people who are physically together, so it was a little awkward when I wanted to try them out just at the moment everyone was required to be physically apart.
But some liberating structures are possible to run remotely, so I decided to introduce a large number of colleagues to a foundational liberating structure — 1-2-4-all.
Through this session, we collaboratively sifted through ideas generated by over 40 participants, before coming to a consensus on the one strongest idea.
A write-up of a brilliant talk Jo Arthur gave at this month’s UX Glasgow event, where she outlined how the National Lottery Heritage Fund analyse user research remotely. I found it super useful, not least because this is exactly what we need to do at my work right now, and I have taken a lot of inspiration from this. Thanks Jo!
The session will outline the comprehensive programme of user research the University of Edinburgh’s User Experience Service conducted on behalf of the Learn Foundations project. It will show how, as the project went along, we adopted a service design approach in order to better meet the needs of both students and staff. Read full article1 comment
Why it may not always be right to design as smooth a journey as possible.
This idea seems counter-intuitive at first, but makes perfect sense on further reflection.
…people who had an issue with a service that was later resolved gave a better rating to it than people who didn’t have any.
It reminds me of a story (which I now cannot find) about someone who annually camped out for nights on end to get tickets for a particular event. One year, this person’s dedication was rewarded with free tickets. This gift offended the person. They derived their utility from the effort they were putting in (or perhaps in showing that effort to other people). The value was in the struggle.
My final blog post about our user research for the Learn Foundations project, outlining how our service design approach has left the University of Edinburgh in a stronger position to understand how we can really improve services for students.
Slides from my Edinburgh UX meetup talk on Monday 2 September 2019, about the user research we have been conducting around the needs of students and staff working with course materials digitally at the University of Edinburgh. See the more detailed blog posts about this project over at the Website and Communications team blog. Read full article1 comment
This year I have had the fantastic opportunity to study with the Service Design Academy. This intensive course in service design has given me hands-on experience in new techniques. This blog post summarises my experience.
✔️ Love stationery
✔️ Love workshops
This is a great guide to workshop essentials. I’m impressed that this kit contains a wider variety of materials, and yet seems so much smaller than the workshop bag we use at work. Maybe we rely too much on mountains of sticky notes!
I’d be tempted to add planning poker cards to this list. Planning poker is usually thought of as a technique for estimating work in agile projects. But it can also be used as a prioritisation technique in workshops.
I’ve been thinking and reading a lot about co-design recently (as well as doing some of it too). This website, Beyond Sticky Notes, has provided me with even more food for thought.
I am particularly struck by the table describing various approaches from transactional to transformational. In this model, “Anything ‘centred’ — human, user, patient etc.” is little better than “Designer as expert”. Meanwhile, what I thought of as co-design may actually be more like participatory design. There’s so much more to do.
But one line of warning is familiar to any good user experience practitioner, and is worth repeating until the cows come home.
Co-design builds long term commitment. By contrast, consultation often gives the illusion we’ve bought people on board — only to have them then fall overboard. With consultation, we pay later — often in costly, public and damaging ways.”
Make sure you also see Mindsets for co-design, another enlightening article on how to do co-design better.
This website is in support of a book due to be published in 2020. I am now looking forward to it.
Thanks to Alison Wright who retweeted the latter article and brought it to my attention.
Summarising the key findings from a set of user interviews I conducted with students on their needs around accessing course materials digitally. Just one of the strands of the Learn Foundations project, which I still have much more to write about.
After analysing and synthesising the insights gathered through the interviews, we built up a picture of how and why students’ experience with Learn varies throughout the year as students attempt to complete different tasks. This is presented as a semester in the life of students using Learn.
Business design can be very different to service design if it’s focused on the wrong things. But Ben Holliday notes:
Service design is business design when we focus on and care about designing for both internal staff and external user experience together as front and back stage of how a service works.
All too often business design is narrowly self-serving. If it’s not focused on ultimately improving things for your users or customers, it will do damage in the long run.