Four & Twenty Pi - A recipe for adapting service design to a government context
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This document outlines an approach to adapting service design for government contexts called "Four & Twenty Pi". It discusses moving from a customer service model to a more customer-centric model. It recommends that organizations use their internal resources wisely, relinquish some control to encourage ownership, and view designers as guides rather than doing the work. Designers should teach skills like empathy and interviewing. Both organizations and designers should focus on capability development through action rather than perfection.
Four & Twenty Pi - A recipe for adapting service design to a government context
- 1. FOUR & TWENTY Pi A recipe for adapting service design to a government context Simon Wong @thewongbus City of Boroondara Kate McCready @katemccready www.katemccready.com
- 2. A zoologist, a parking inspector and a service designer walk into a bar...
- 10. CURRENT STATE FUTURE STATE Customer Service Model Customer Centric Model
- 14. 👤👤👤👤 👮 👸 💁💁💁💁
- 26. ORGANISATION Use your ‘resources’ (people) wisely DESIGNER Relinquish control, step back & encourage ownership
- 27. ORGANISATION Use designers to Guide vs. Do DESIGNER Teach what’s needed/to the task. e.g. gaining empathy, interviewing
- 28. ORGANISATION Get designers to work with you, not for you (Be a team) DESIGNER Help with/lead the trickier stuff e.g. customer journey mapping workshops
- 29. ORGANISATION Focus on capability development through action DESIGNER Aim for action, not perfection
- 32. A zoologist, a parking inspector and a service designer walk into a bar...
- 33. Small experiments Leverage internal resources & external expertise Demonstrate value through small successes Raise customer centric maturity One person at a time.
- 34. Rowena Morrow Vanessa Lau Kate Delbridge All the 20 Day Pi Participants
- 35. Questions???