1. FOR THE DESIGN OF PUBLIC SERVICES Presentation by: Kristel Van Ael, Namahn and Alain Denis, Yellow Window With cases from: Hatch & Bloom, Belgian designers, Engine and MAXIMALdesign

2. WHAT IS SERVICE DESIGN? ABOUT THIS TOOLKIT SERVICE DESIGN CASES

3. WHAT IS SERVICE DESIGN?

4. Service design is a method for improving the quality of your service Directed at both users and staff Approached from a human-driven way of design thinking –Starting from the needs and requirements of users and other stakeholders –Looking for solutions together WHAT IS SERVICE DESIGN?

5. Holistic view of service –The whole customer experience –Interdisciplinary collaboration: anthropology, strategy and design –Consistency, both digital and physical WHAT IS SPECIAL ABOUT IT?_1/2

6. Involvement of citizens and staff –Quality x Broad acceptance = Effectiveness Visual approach & rapid tests –Critical thinking, creative solutions –Clear and fast communication NO THINK TANK but DO TANK WHAT IS SPECIAL ABOUT IT?_2/2

7. Better integration of different services and underlying processes A dynamic and engaging approach Often surprisingly simple solutions Quick results WHAT ARE THE BENEFITS?

8. You can contact Design Flanders: –for information on how service designers can help you –to find a professional service design consultant to assist you with the process –for advice on contracts, patents, model protections, … www.designvlaanderen.be/en/advice ROLE OF DESIGN FLANDERS

9. ABOUT THIS TOOLKIT

10. Developed by Namahn and Yellow Window: partnership for service design in collaboration with Design Flanders Distributed for the first time on this occasion of the SEE Final conferencePolicy, Innovation & Design DEVELOPED BY?

11. An introduction to service design, adapted for local governments and organizations A practical do-it-yourself kit, aiming at reducing the cost of the process A creative and human-centered method to improve public services WHAT IS THIS?

12. In this toolkit you will find –A manual with an introduction and step-by-step plan –7 posters with service design techniques –Persona and touchpoint cards On the website –5 workshop posters –Templates –Service Design cases CONTENT

13. Service design introduction MANUAL

14. Step-by-step plan with four main steps: –Listen –Design –Test –Brief

15. For each step: service design techniques on posters –Front: explanation of how to use the technique –Back: Additional templates and tools SERVICE DESIGN TECHNIQUES

16. 32 cards with photos and a name of fictitious staff members and users A starting point to define personas: archetypical users of the service PERSONA CARD SET

17. 48 cards with typical interactions between the user and a public service A help to map out the customer experience CARDS WITH TOUCHPOINTS

18. On the website servicedesigntoolkit.org: 5 posters to use in workshops WORKSHOP POSTERS

19. On the website servicedesigntoolkit.org: 9 templates linked with the techniques TEMPLATES

20. On the website servicedesigntoolkit.org/cases Examples cover youth affairs, sustainable housing, care for the elderly and social integration. CASES

21. SERVICE DESIGN CASES

22. THE GOOD KITCHEN how to improve the food service for elderly people? DESIGN AGENCY: HATCH & BLOOM – DENMARK CLIENT: MUNICIPALITY OF HOLSTEBRO

23. User insights

24. Idea workshop

25. Prototype testing

26. The redesigned service

27. COFFEE TIME how to improve the feeling at home of residents in an elderly home? CROSS AGENCY DESIGN TEAM – BELGIUM CLIENT: DE LIBERTEYT

28. User insights

29. Idea workshop

30. Co-design workshop

31. The redesigned service

32. ENGAGING FATHERS how to support fathers involvement in their childrens lives? DESIGN AGENCY: ENGINE – UK CLIENT: SEASHELLS, CITY OF SHEERNESS

33. User insights

34. Idea workshop

35. The redesigned service

36. IMPROVING SERVICE THROUGH BRAND EXPERIENCE designing the city of Antwerps' district offices based on customer wishes and needs DESIGN AGENCY: MAXIMALdesign CLIENT: CITY OF ANTWERP

37. User insights

38. ONTHAAL WACHTRUIMTE DIENSTVERLENING New service concept

39. The redesigned service

40. This toolkit on service design is the outcome of a partnership between two design firms, Namahn and Yellow Window, and Design Flanders. This presentation showed cases from Hatch & Bloom (DK), Cross agency design team (BE), Engine (UK), MAXIMALdesign (BE). This toolkit was first published in Dutch by Politeia (www.politeia.be) in cooperation with VVSG, the Association of Flemish Cities and Municipalities. CREDITS