Good Services: How to Design Services That Work

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Good Services: How to Design Services That Work

Good Services: How to Design Services That Work

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Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked, This is a tough question to answer. Not because it’s hard to work out if someone is designing services or not, but because there are vast and varying opinions on what does and doesn’t qualify someone as a ‘service designer’ that don’t seem to have a lot to do with someone's ability to design services. Without trying to be rude, so many service design books are really badly designed themselves,” says Downe. “There’s a real irony to these books preaching about accessible services, when they’re these huge, grey, often illegible, hardcovers.” Many of us working in government and the wider public sector will know what makes a good service. It should be grounded in a firm understanding of your users needs, adhering to the Service Standard, accessible, and utilising technology to enable scalability. However, it is evident across the vast array of services delivered to the public that how good and usable a service is, varies considerably. Leadership that enables good services

service designer? — Good Services What is a service designer? — Good Services

The research showed that our third option – the whole service definition – is how the majority of digital people think about government services now. This working definition will be used to support the work being done to pilot the implementation of the Service Standard. We will also work to understand how colleagues in Policy, Operation and Delivery define services, and colleagues who make funding decisions, to work towards a truly cross-government, cross-discipline definition of a service. What does a whole service look like? But with more interest in designing and delivering services that work, the more people and agencies who are needed to do that work. Over the past two years I’ve witnessed a market struggling to find enough skilled Service Designers, Service Owners and other user centred design professions to fill vacancies. Mary is making a supply of services (a bespoke software product designed for the customer) to a business customer outside the UK; and her fee is outside the scope of VAT under the general B2B rule. The fact that the software is supplied on a disk is irrelevant – the disk has no monetary value.

The purpose of a good service is clear to a user before they start using it. People understand what it will do for them – and if they are eligible to use it in the first place. Both could be equally qualified, or indeed unqualified but the difference is that one of these people has the privilege and confidence to call themselves a service designer and the other doesn’t. Service Design is a role, with a set of things you need to be able to do. It isn’t an identity or club that you join because someone on the inside tells you you can come in A whole service is everything the user and government needs to do to achieve an outcome, as initially described in Lou Downe’s blog post from 2016. But there will always be exceptions. Like a technical problem nobody could have predicted, or a user who is unable to provide a particular piece of evidence and so cannot carry on using a service without help. Internal structures are not shown to users

Good Services: How to Design Services That Work : Downe

The pace of change in the world is accelerating at a rate we’ve never seen before, and now more than ever our organisations are struggling to keep up. Paradoxically, the pandemic provided an opportunity for the government, local authorities, NHS and wider public sector to learn at scale how users engage with services. In many ways, this has enabled a resetting of the dynamic and relationship between the public and providers of public services, based on trust and it is vital we keep this momentum, with effective leadership across our public organisations. Driving consistency in public services We ran consultations with 150 people across government – mainly in the digital, data and technology profession – as part of the Service Standard update workshops . Traditional service design training that focuses on tools and methods doesn't cut it in this environment. Much as we might want to, we don't live in a world where designing a great service blueprint will get change to happen, or where we can stop everything to run a role-play workshop with lego. Even if your company offers support primarily over the phone, writing skills are still important. Not only will they enable your team to craft coherent internal documentation, they signify a person who thinks and communicates clearly. 7. Creativity and resourcefulnessThis might sound counterintuitive for a training school to say, but you don't need a degree in service design to make you a service designer. Degrees are great and there are some great ones out there. But they’re expensive and a pretty recent introduction to the industry. Some of the best designers I've worked with originally trained as scientists, writers, theater producers, even vets. You don't need a degree in service design to be a service designer. Having a degree in service design is great, but it’s not a requirement. 2. Experience as a “Service Designer” A user should be really clear about what they need to do to get started. How decisions are made is clear Government services differ in size, scope and who their users are. But there are certain characteristics that all good services share. A user can do what they need to do, from start to finish What I wanted to do with this book was really give people a language to be able to work from the same place,” they say. “This is book is not about ‘great services’, ‘unique services’, ‘thrilling’ or ‘magical’ services. Whether you’re a day-one startup, a cash-strapped charity, big government department or multi-billion dollar streaming platform, we’re here to help everyone in your organisation take their part in delivering services that work for users.



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