Designing services for EVERYBODY / Sally Halls / Episode #169

Service Design Show

Okay, take a guess... Which services are probably the most challenging to design?

I argue that it's the services that your users don't explicitly ask for.

Wait, what?! Who designs services that their users don't ask for? Well, your government does. A lot.

Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty.

These are often the "forgotten" services that are so important in order to maintain the wellbeing of our cities and countries.

It’s one thing to make sure these services are available, but a completely different challenge to improve the experiences of these forgotten services.

Our guest, Sally Halls, has taken on this challenge and is using service design to bridge the gap between citizens and policy-makers.

In this episode, we'll explore how to design services that people haven’t explicitly asked for, how to bring the public's voice into policy-making, and the impact service design professionals can have on the public sector. Sally also shares her experience with service design and how it can be used to benefit the public sector.

The insights from this episode can be used in any sector. If you're dealing with abstract or high-level goals in your work, then you'll surely pick up a few nuggets of wisdom from this conversation.

Enjoy!

- Marc

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 169
06:00 Who is Sally
07:00 60 second rapid fire
09:30 Three types of services
14:30 Preventative service misconceptions
18:30 Specific challenges
23:00 Taking the first step
25:30 How to find fulfillment
28:00 Evidencing services
30:45 What are arms length services
35:00 Is this still our work
37:45 What is the most difficult
40:15 Mistakes and pitfalls
44:30 What do you wish you had known
46:30 Recommended resources
47:15 Closing thoughts

--- [ 2. LINKS ] ---

• https://www.linkedin.com/in/sally-halls-a3715417/
• https://publicpolicydesign.blog.gov.uk
• https://openpolicy.blog.gov.uk/category/skills-tools-and-techniques/
• https://www.gov.uk/guidance/open-policy-making-toolkit

--- [ 3. BOOKS ] ---

• Hello World by Hannah Fry - https://amzn.to/3EcDZYH
• How to Make Sense of Any Mess by Abby Covert - https://amzn.to/3IqWI5k
• Why We Get the Wrong Politicians by Isabel Hardman - https://amzn.to/3XzLwYt
• Good Strategy Bad Strategy by Richard P. Rumelt - https://amzn.to/3RZRZKZ

--- [ 4. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---

Learn how to get buy-in for service design from your clients, stakeholders and co-workers!

https://www.servicedesignshow.com/confidence