Service Design is the design of touch points, interactions, relationships and systems to deliver great experiences. Good Service Design is driven by the users’ as well as stakeholders’ needs and aspirations.

Designing a cultural interface to help Brixton Community celebrate their heritage.

A new approach of delivering home care for Mitie to improve engagement, motivation and fulfilment of frontline staff.

How might we improve the victim and witness experience through the Criminal Justice System?

Brief Design Mission

ServiceProposition

Discov

er

Develo

pDefine

Deliver

Users

Experts

Stakeholders

Secondary Research

[ ]DROPOUTS

£ 34million

* NATIONAL AUDIT OFFICEhttp://www.nao.org.uk/wp-content/uploads/2006/02/0506798es.pdf

*

How might we reduce witness withdrawals by improving their experience?

bureaucratic

emotional unsupportive

draining processy no context

no explanation takes forever

no control there is no point

you are a number no priority

not reassuring

bureaucratic

emotional unsupportive

draining processy no context

no explanation takes forever

no control there is no point

you are a number no priority

not reassuring

I DON’T KNOW WHATS GOING ON.

bureaucratic

emotional unsupportive

draining processy no contextno explanation takes forever

no control there is no point you are a number no priority

not reassuring

WHAT’S THE POINT ANYWAY?

bureaucratic emotional unsupportive

draining processy no context

no explanation takes forever no control there is no point

you are a number no prioritynot reassuring

IT ALL SEEMS INEFFICIENT.

Hello.

Police

Witness Care UnitsWCUs

Victim Support

Court Services/Witness Service

Police

Witness Care Units(WCUs)

Victim Support

Court Services/Witness Service

JUDICA

not processy enabling participatory

in control personal touch

valuable encouraging accessmotivation

I KNOW WHAT’S HAPPENING.

not processy enabling participatory in control personal touch

valuable encouraging access

motivation

I AM USEFUL.

not processy enabling participatory

in control personal touch

valuable encouraging accessmotivation

THINGS GET DONE.

myJustice TEAM

myJustice BOARD myJustice PASSPORT

WITNESS

Hello.

Brief

Complexity

Access

Empathy

Implementation

Dec ‘13 Jan ‘14

Set up

second half ‘14

FeedbackRebrandingFinding pilot partner

Pilot on small scale

2015

Refine solutionBusiness modelWork. prototypesPilot

Scale up to national level

- Qualitative needs quantitative.- Creativity meets realism.- Don’t reinvent the wheel.- Inclusive means everyone, literally everyone.- Test early, fail early, refine constantly.- Working towards a greater good opens doors.- Focus.- Embrace complexity but keep it simple.- It’s a triple diamond.

Hello.

THE PURPOSE OF THE JUSTICE SYSTEMIS JUSTICE