Service Design

SERVICE DESIGN A Service Design Team has been set up within the organisation made up of individuals from across a number of services. The team’s focus is to make sure that our customer is at the heart of what we do. We recognise that those at the frontline delivering services to our customers are best placed to help codesign the future and that’s why over the coming weeks and months we want you to be involved in workshops looking to solve customer problems.

SO WHAT IS SERVICE 4 STEPS OF DESIGN THINKING DESIGN ? • Step 1 – We need to empathise! We’re all looking for ways to deliver more effective and efficient services and where possible a digital solution that The purpose is to gain an understanding of the customers that you are built around our customer needs designing for and the problems you are trying to solve. This process Following the four steps of Design Thinking, the Service involved gathering customer insights and using tools such as empathy Design team seek to gain a deep understanding of our maps and customer journeys. These tools allow us to put ourselves into customers and the problems they experience. This the customer shoes in order to understand their experiences and understanding can then be used to improve an existing motivations, as well as their pain points in order to have a deeper service or to create a new service from scratch. personal understanding of the issues, needs and challenges involved. An essential part of service design is about working together with our customers and other services and • Step 2 – We need to define the problem! partners to find solutions. Using all the information you got from step 1 you will develop problem Find out more about service design by watching statements which will guide you and provide a focus on the specific this video needs of your customer that you have uncovered • Step 3 – Idea time! Now focus only on the problem statement and come up with as many ideas as possible that solve the problem involving your customers and service providers • Step 4 – Build it! Now take a moment to reflect on what you have learned from your conversations about the different ideas. Ask yourself, how does your idea fit in the context of people's actual lives. Your solution could be a combination of a new idea and what is already being used. Then connect the dots, sketch up your final solution and go build a real prototype that's just good enough to be tested.

WHERE ARE WE WORKING The Service Design team are currently looking NOW? at the Housing Repairs Service. To ensure this service is built around fulfilling the customer needs, we are working with and involving staff across the following teams: • Customer • Building Services • Housing • Capital projects and • Corporate Landlord