Service I Design I Technology

Why is Service Design important? Critical to improving customer experience.

Provides a process that enables organisations to truly understand their service users and engage in meaningful ways.

Leads to operational efficiencies and competitive differentiation – driving profits and cost savings

                 Made  Open   Project:  Adop1on  and  Fostering  Service  

©  Design  Council  

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    The  Double  Diamond  Design  Process  

Our Service Design Tools and Techniques

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Designing  the  future  of  Adult  Social  Care  

Discovery workshops Bringing people together to agree goals and develop a shared vision.

Project  photo  –  South  West  Global  Service  Design  Jam                    Made  Open   Project:  Global  Service  Design  Jam  

Understanding challenges Outreach methods that build A shared understanding of the problem.

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Campaign  to  encourage  young  people  to  vote  

Visioning workshop Helps teams develop a shared vision

Ethnography Shadowing users or spending time with Them discussing their lived experience in real context.

Project  photo  –  BT  ALFI    Telecare  service                    Made  Open   Project:  BT  Alfi  Telecare  Service  

User Experience We develop ‘Personas’ to represent different end users.

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Designing  the  future  of  Adult  Social  Care  

User journey mapping Detailed analysis of a service from a user’s point of view. Mapping key touch points and physical interactions.

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project  photo  –  BT  Alfi  Telecare  Service  

Asset mapping Mapping the skills, knowledge resources and places that exist.

Project  photo  –  New  Work  Cornwall  workshop  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  New  Work  Cornwall  

Co-design workshops Enable groups of people to come together to share ideas.

Project  photo  –  South  West  Futures  workshop  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  South  West  Futures  workshop  with  the  RSA  

Challenges ‘Change cards’ are used to build a shared understanding of the problem.

Change Cards We use change cards in co-design workshops to change the scope of the problem by prompting new perspectives.

Project  photo  –  Export  Jam  (with  Policy  Lab)                    Made  Open   Project:  Designing  the  future  of  Export  (with  Policy  Lab)  

Sketching Rapid idea generation. Sketching is a good way to visualise new ideas.

Project  photo  –  New  Work  Cornwall                    Made  Open   Project:  New  Work  Cornwall  

Prototyping Table top prototyping and modeling helps teams to visualise how a service might work and test assumptions.

Project  photo  –  Co-­‐designing  the  future  of  policing  (with  Policy  Lab)  Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  Fuel  Poverty  and  Energy  Efficiency  Workshop  

Service Blueprinting Service blueprints reveal the intended service delivery across different channels (e.g: digital, phone, face 2 face).

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Project:  BT  Alfi  Telecare  Service  

Digital Platform Our crowdsourcing platform promotes collaboration through the exchange of ideas, knowledge time and resources

Project  photo  –  Presen1ng  a  new  community  toolkit  at  the  Design  Council                    Made  Open  

Toolkits Facilitation Training

Project  photo  –  Presen1ng  a  new  community  toolkit  at  the  Design  Council                    Made  Open   Project:  Presen1ng  the  Community  Toolkit  at  the  Design  Council  

Who do we work with?

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Clients  

Who do we work with?

“The  team  at  Made  Open  are  helping  us  work  collabora9vely  with  ci9zens,  service  providers,  commissioners  and  the  voluntary  sector  to  improve  the  quality  and  sustainability  of  our  services.”      Denbigh  Cowley  –  Programme  Manager  Cornwall’s  Transforma1on  Challenge  Award  

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Tes1monial  

Who do we work with?

“One  key  objec9ve  was  to  use  service  design  to  bring  key  partners  together  and  to  ‘sell’  the  design  process  to  work  on  new  types  of  solu9ons.  By  working  together  with  experienced  designers  at  Made  Open  we  gave  staff  ‘permission’  to  think  differently,  and  to  be  more  innova9ve  to  solve  problems.”    Amanda  Pujol,    Business  Manager,    Health  &  Housing,    Teignbridge  Council    

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Tes1monial  

How can we help you?

Find out more at www.madeopen.co.uk

Project  photo  –  Designing  the  future  of  Adult  Social  Care  workshop                    Made  Open   Tel:  01872  862547              E-­‐mail:  hello@madeopen.co.uk