The power of pictures in service design
...lots of scribbling, crossing out and sticky-tape. The aim is to end up with a high-fidelity digital process map that can be printed at high resolution and digitally shared. The...
How will this new shiny thing deliver value?
...how they can be grouped together. Record time against tasks You need to break tasks down into columns so that you have plenty of space for multiple processes. Excel works...
Delivery managers, product managers and service managers – how to get the best out of them
...user researchers – are heavily involved in getting the user needs right for a service. The team is responsible for building the service to meet those needs in the right...
What do service designers do?
...‘redesigning all the websites and letters, talking to everyone involved, reviewing casework processes, system maintenance and code, while understanding the wider context of someone’s real user journey – everything that...
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