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
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
Small experiments
Leverage internal resources & external expertise
Demonstrate value through small successes
Raise customer centric maturity
One person at a time.
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