Service design is no longer a siloed practice. Instead, it’s being adopted across every level of massive organizations—from Fortune 500 companies to government agencies—to help them become more competitive. By prioritizing consumer experience, companies are rapidly gaining mind share and customer loyalty. In this article, I’ll explore how service design is responding to the recent phenomenon of wide-scale adoption, and what that means for service designers in the future. This article was originally written by Carmen Liu and published by Reve Consulting.
The former Secretary of the NSW Department of Finance, Services and Innovation, Martin Hoffman has been appointed to develop a strategic plan to change the way Australians engage with their Government. This article was originally written and published by PSNews on 18 July 2019.
Service design in government How design thinking principles can bolster mission effectiveness, productivity, and customer satisfaction
Service design combines principles of customer experience and business process design to help public sector agencies improve three critical tasks: mission effectiveness, productivity, and customer satisfaction. This article was originally written by Bruce Chew, Jeneanne Rae, and Tiffany Dovey Fishman and published by Deloitte on June 6 2019.
What do government programs reducing chronic malnutrition in Madagascar, boosting innovation in Asia, and increasing enrollment for food stamps in the United States have in common? While working at the World Bank Innovation Lab, I saw policymakers around the world searching for innovative solutions to complex problems affecting their constituencies, and how “design thinking” — a structured, creative process — can be an extremely powerful approach to tackling the unique challenges of delivering public value and improving public services. This article was originally written by Marta Milkowska and published by the Government Innovators Network on July 24 2018.