Four & Twenty Pi - A recipe for adapting service design to a government context
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FOUR & TWENTY Pi A recipe for adapting service design to a government context Simon Wong @thewongbus City of Boroondara Kate McCready @katemccready www.katemccready.com
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Transcript of Four & Twenty Pi - A recipe for adapting service design to a government context
FOUR & TWENTY Pi A recipe for adapting service design to a government context
Simon Wong @thewongbus
City of Boroondara
Kate McCready @katemccready www.katemccready.com
A zoologist, a parking inspector and a service designer walk into a bar...
CURRENT STATE FUTURE STATE
Customer Service Model Customer Centric Model
👤👤👤👤
👮 👸
💁💁💁💁
ORGANISATION
Use your ‘resources’ (people) wisely
DESIGNER
Relinquish control, step back & encourage ownership
ORGANISATION
Use designers to Guide vs. Do
DESIGNER
Teach what’s needed/to the task. e.g. gaining empathy, interviewing
ORGANISATION
Get designers to work with you, not for you
(Be a team)
DESIGNER
Help with/lead the trickier stuff e.g. customer journey mapping workshops
ORGANISATION
Focus on capability development through action
DESIGNER
Aim for action, not perfection
A zoologist, a parking inspector and a service designer walk into a bar...
Small experiments
Leverage internal resources & external expertise
Demonstrate value through small successes
Raise customer centric maturity
One person at a time.
Rowena Morrow
Vanessa Lau
Kate Delbridge
All the 20 Day Pi Participants
Questions???
