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Intro to service design for content designers

Martin Jordan
October 11, 2017

Intro to service design for content designers

Talk at ConCon 6 on service design for content designers. It discusses what service design is, what service designers do, and
how content designers and service designers work together. Delivered by Ben Tate and Martin Jordan on 11th October 2017

Martin Jordan

October 11, 2017
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Transcript

  1. GDS What service design is What service designers do How

    content designers and service designers work together
  2. GDS

  3. Service patterns It took me two years to work out

    what i needed to Look
 after children
  4. GDS Service designers don’t do this on their own –

    they always work in multidisciplinary teams
  5. GDS In best case, they work with user researchers and

    content designers right from Discovery
  6. GDS Step Step Complete End to end transaction Awareness /

    Research Choose Digital Transaction Checks Contact user Operations Goal Complete Non-digital service
  7. GDS Step Step Complete Digital Transaction 1 Step Step Complete

    Digital Transaction 2 Step Complete Physical / Practical test Step Step Complete Digital Transaction 4 Goal Complete Achieving a goal
  8. GDS Step Step Complete Digital Transaction Step Step Complete Digital

    Transaction Goal Complete Achieving a goal Awareness / Research Choose Checks Contact user Operations Complete End to end transaction Step Step Complete Awareness / Research Choose Digital Transaction Checks Contact user Operations Complete Step Complete Offline Transaction
  9. GDS A service is a thing to help users, citizens

    or civil servants achieve a goal The context in which they find out about and then do the thing, is important It always starts with a need and an idea of the outcome but not a clear idea of how it will be achieved
  10. GDS

  11. GDS Discovery • Understand users’ mental models and the language

    they use • Archeological digs and analysis of existing content language • Understand the policy and how it’s communicated
  12. GDS Alpha • Formulate the value proposition • Name the

    service • Collaborate on prototypes
  13. GDS Beta • Create detailed to-be maps of the service

    • Work out all user flows into and through the service • Analyse and iterate based on user feedback and other data
  14. GDS Take aways • Team up with a service designer

    right from Discovery on • Develop a shared understanding of the users’ mental model and language, and design for that • Shape and co-formulate the value proposition of the service