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Dr Andrea Siodmok
13th March 2014
CELC
Service design
futures
How can we create
more sociable
services*?
* Services that capture peoples’ imagination
and deliver social and fiscal value.
Insights
Think Public
with Dott Cornwall
Creative Solutions
DESIRABLE
Desires
Needs
Creativity
FEASIBLE
Technical
Practical
Relevant
VIABLE
Valuable
Economical
Sustainable
1. Service re-design
2. Integrated services
3. Sociable services
Public realm
Professional
realm
User
Innovation:
New grass
roots solutions
developed
by people
Collaborative
innovation
co-design and
co-delivery of
new solutions
with people
Centralised
Innovation:
professionals
designing new
solutions for
people
Public realm
Professional
realm
fiscal
capital
social
capital
Sociable
services*
(Peer to Peer
etc.)
Service
integration
(Hybrid value
chains)
Service Re-
design
(public services)
* Not to be
confused with
‘Social’ Services of
the state
1. Service
re-design
Services for
Image by Cognitive Media
From Design Council
Public services by design
Image by Cognitive Media
From Design Council
Public services by design
Image by Cognitive Media
From Design Council
Public services by design
Image by Cognitive Media
From Design Council
Public services by design
Examples of Service
Design tools and
techniques
Design Ethnography
Sea Communications
From Dott Cornwall
Co-design
Sea Communications
From Dott Cornwall
I - services
‘HealthBook’
Workplace
Scamps
Serious GamesLegible Hospital
What ifs?
Rapid prototyping
Sea Communications
From Dott Cornwall
Experience prototypes
Think Public with Dott Cornwall
Service propositions
Service blueprints
Image from
Lucerne University
2. Integrated
services
local ingenuity &
professional
knowledge
Services with
[partners, professionals & public]
Thinking Room
In 2011 Cornwall Council
developed a new citizen centric
approach to innovation.
Service design futures - how to create 'sociable services'
Service design futures - how to create 'sociable services'
MIXEDECONOMY
NEGATIVE
STEREOTYPES
POSITIVES
Righteous
Individualistic
Nimbyism
Vested interests
Isolated impact
Ineffectual
Risk averse
Inertia
Silos
Profit motive
Unaccountable
Irresponsible
Bureaucratic
Wasteful
Inflexible
POSITIVES
POSITIVES
Passionate
Empathic
Resourceful
Benevolent
Resilient
Entrepreneurial
Purposeful
Trusted
Scalable
Adaptable
Efficient
Ingenious
Democratic
Accountable
Civic
Adapted from
Nick Jankel
POSITIVES
SHARED
Vision
Language
Accountability
Relationships
Creativity
Trust
3. Sociable
services
Services by
UK Informal
economy:
49.1 million adults in
UK* or 35x the size
of the NHS.
[*2010 census]
Service design futures - how to create 'sociable services'
Sharing Economy
SOCIAL
Reputation
Participation
Relevance
NETWORK
Trust
Community
Privacy
EXPERIENCE
Ease
Value
Recommend
Service design futures - how to create 'sociable services'
Sea Communications
From Dott Cornwall
Service design futures - how to create 'sociable services'
Sea Communications
From Dott Cornwall
Sea Communications
From Dott Cornwall
Sea Communications
From Dott Cornwall
Eden Project Community Innovation AwardsSea Communications
From Dott Cornwall
Shaped by Us...
Virtual incubator for citizen
entrepreneurs
Sea Communications
From Creative Councils
Sea Communications
From Creative Councils
Thanks to…
Nesta / LGA Creative Councils programme
Dott Cornwall partners: Design Council, Cornwall Council, Technology
Strategy Board, University College Falmouth
Some images from Flickr
Social and Service Design teams:
Sea Communications
Think Public
Something from Us
Leap Design for Change
Cognitive Media
Two
Boex
Cornwall Design
* Views in this presentation my own based on experience in Dott Cornwall and Cornwall
Council developing Thinking Room & Shaped by Us @shapecornwall @thinking_room

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Service design futures - how to create 'sociable services'

Notes de l'éditeur

  1. Localism? VfMIs this ‘small but perfectly formed’ state government’ right for a public document? Is a ‘strategic engine for cornwall, commissioning excellent services on behalf of cornwall. Facilitation, lobbying on behalf of…
  2. ‘Design for’Top down dependency cuture
  3. Diffused, interdependencyWhy is this important? To scale massively our ability to create change
  4. Reputation – I have confidence in this brandParticipation – I want to be part of this brandRelevance – The brand has meaning to meNetworkTrust – I trust others in the networkCommunity – the network community is vibrant and activePrivacy – My personal information is protectedExperienceEase - My experience was easyValue – my experience was good valueRecommend – I would recommend this offering based on my experience