Design refers to the practice of user-centred service design. Good digital services are ones that have the digital baked directly into the design of the whole service, end-to-end.
Good design means researching and understanding your users’ needs, and designing services around them. It also involves understanding the different types of user the service will have, and how their needs differ – including whether they can use digital services.
It also means designing good processes, reducing duplication, unnecessary administration and other inefficiencies.
What is this recipe? A user journey map is a visual story of a resident’s experience as they interact with a council service to achieve a specific goal. It maps out, step-by-step, every action a person takes and every touchpoint…
What is this recipe? An empathy map is a simple visual tool that helps your team understand a resident’s experience with a council service. It captures what a person is saying, thinking, doing, and feeling in a specific situation. The…
I’ve been mulling a bit on what could be funded at the front line of local public service delivery, were we to save a bunch of cash at the back end by harmonising some bits of IT and digital spend. The…
This is a nice and easy framework to use when you find yourself needing to do a quick service discovery to find out some basic details about a service and how it can be transformed. The point at which you…