dundee city of service design
Post on 11-Apr-2017
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STEVEN KYLE
CITY OF SERVICE DESIGN
HAZEL WHITE
@StevenKyle10 @DundeeCouncil @hazelonewhite @openchange
CASE STUDY
DUNDEE CITY COUNCIL THE CITY OF DESIGN ACADEMY TRAINING & MENTORING PROGRAMME.
WHAT WORKED WELL
BARRIERS
INSIGHTS AROUND LEADERSHIP, COMMUNITY BUILDING AND SKILLS BUILDING
DUNDEE
SKILLS + KNOWLEDGE IN
COMPUTER GAMES
KEYHOLE SURGERY
LIFE SCIENCES
V&A Dundee
SCOTTISH GOVERNMENT SCOTTISH APPROACH TO SERVICE DESIGN
18,000In Dundee’s population of 148,000 there are
42,000 people living in deprivation and nearly
children living in poverty.
HOW CAN WE DO THINGS BETTER?
DESIGN FOR SERVICES
Ruth Watson Nile Edinburgh
Dr Qin Han STBY London
Lauren Currie The Good Lab London
Ashwarya Iyengar Srishti Bangalore
Laura Malan uscreates London
Alina Achiricioaei Aaramis Riyadh
LEADERSHIP COMMUNITY CAPACITY
2 years 35 people
18 months: nearly 1000 people
Changing Mindsets Developing Service Design Skills
inside organisations
SO WHERE DOES DUNDEE CITY COUNCIL FIT IN THAT FUTURE?
DUNDEE CITY COUNCIL THE CITY OF DESIGN ACADEMY TRAINING & MENTORING PROGRAMME.
MAKING THE CASE FOR SERVICE DESIGN INSIDETHE COUNCIL
LEADERSHIP CONFERENCE
11 INTERDISCIPLINARY TEAMS PITCHED IDEAS
IMPROVE ATTAINMENT THROUGH BETTER COMMUNICATION BETWEEN SCHOOLS AND PARENTS/CARERS
INTERVIEWS TO UNDERSTAND THE EXPERIENCES OF PUPILS, TEACHERS + PARENT/CARERS
PROBLEM DEFINITION
• Withheld number scares people • Jargon creates barriers • Parents know ideal method of
communication for them and their situation
• Parents don’t engage with parent’s evenings
JOURNEY MAPPING
IDEATION
IDEATION
BLUEPRINTING
DELIVERY
SCALE
WHAT WORKED WELL
LEADERSHIP
TOOLS + METHODS
School & Family Development Worker Sidlaw View Primary School
Principal Teacher of Music Morgan Academy
Marlowe Simpson
Melissa Cowan
DESIGN CHAMPIONS
THE DIFFICULT BITS
IT’S NOT ALWAYS GOING TO GO TO PLAN
THE PROBLEM YOU SET OUT TO SOLVE IS NOT ALWAYS THE REAL PROBLEM
IT’S HARD TO SHOW A SERVICE EXPERIENCE, BUT IT HELPS EVERYONE UNDERSTAND THE PROBLEM
IT’S NOT JUST ABOUT COMING UP WITH IDEAS
IDEAS ARE EASY IT’S THE IMPLEMENTATION THAT’S TRICKY
VISION PLANNING IMPLEMENTATION
SERVICEDESIGN DOESN’T STOP HERE
inside out council
outside in citizens
DESIGN SERVICES FROM THE INSIDE AND OUT
IT’S NOT ONLY ABOUT CITIZENS
WE NEED TO ENGAGE AND EMPATHISE WITH STAFF IF WE WANT THEM TO DO THE SAME WITH CITIZENS
IT’S NOT EASY
BUT IT IS REALLY, REALLY IMPORTANT
IT’S NOT DONE IN ISOLATION
WITHOUT METHODOLOGIES, IT’S LIKE CHASING SQUIRRELS
ALIGNING SERVICE DESIGN WITH EXISTING APPROACHES
SOLUTIONPROBLEM THINKINGDESIGN
DEFINE
DELIVER
DISCOVER
DEVELOP
DESIGN CHAMPIONS
WORKSHOPS
PEOPLE PROJECT METHODOLOGIES
DESIGN TOOLS
CITY OF DESIGN ACADEMY
SOLUTIONPROBLEM THINKINGDESIGN
DEFINE
DELIVER
DISCOVER
DEVELOP
DESIGN CHAMPIONS
WORKSHOPS
PEOPLE PROJECT METHODOLOGIES
DESIGN TOOLS
CITY OF DESIGN ACADEMY
The key is not just having a small team of service designers, the key is building capacity within departments
CAPACITY
COMMUNITY
https://dundeedesignacademy.wordpress.com/
ABERTAY UNIVERSITY NHS TAYSIDE CENTRE FOR CONTINUING MEDICAL EDUCATIONDUNDEE & ANGUS COLLEGE UNIVERSITY OF DUNDEEV&A DUNDEEHARRIS ACADEMY 15 SOCIAL ENTERPRISES CREATIVE DUNDEE EMPLOYABILITY PIPELINE GLOBAL SERVICE JAM
COMMUNITY, CAPACITY + LEADERSHIP
“Tomorrow I will design the future”
Participant Dundee City Council City of Design Academy
STEVEN KYLE
CITY OF SERVICE DESIGN
HAZEL WHITE
@StevenKyle10 @DundeeCouncil @hazelonewhite @openchange
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