Kate Tarling continues her discussion on service design. In this post, she explains the importance of defining and measuring desired outcomes – at each stage of a service and of the service as a whole
HODDaT digital and design leader
Kate Tarling discusses the importance of identifying the intent of a service and the stages involved in delivering it, from start to end
As we go about redesigning public services to be clearer, simpler and faster, we sometimes hear things like, ‘civil servants are users too.’ And of course they are.
When we build teams to work on services, the individuals may have never worked together before, and may have different ways of describing their work.
As we establish new roles in public service, such as 'service designers', it raises some good questions and debate. We already have multidisciplinary teams designing and building services, so where does the service designer fit in, exactly? What do service …
There’s a lot of talk about transformation. People who use services don’t care if something has been ‘transformed’ or not. They just want to do something. So when we talk about ‘transformation’, we’re already speaking from an internally-focused perspective rather …
We work on some really important services at the Home Office: things like coming to the UK, staying in the UK or getting faster access to other countries as a British passport holder.