Service Design, in the Swedish Public Sector
Date: 30 Nov 2018,
Location: Stockholm, Sweden
Price: 2000kr, excl. moms
Location: Stockholm, Sweden
Price: 2000kr, excl. moms
Service designers have an important role to play in the public sector. This workshop is helping to understand how to adapt to the complexity and differences that characterises design in the Swedish public sector
Working to develop public sector service design, it quickly becomes clear that, like any other organisation, they exists a mass of competing dynamics. We often struggle to integrate Service Design principles beyond being seen as a specialist radical digital group.
In this workshop you will experience ways of broadening your ability to view Service Design in a wider business and change context. We will start with the user experience, and learn deeper ways of understanding how complexity and demand must be truly understood. And we will delve into the workflow that supports the whole service to the user as a complex adaptive system.
After the workshop, you will be able to understand how you can take forward your new found techniques and engage with and collaborate better with non-design thinkers, using their language and understanding to truly design a service from the bottom up.
This workshop will take real examples of Digitalisation and Service Design, and you will examine existing services from various new angles. Service design is an innovation too often seen as a niche specialisation in an organisation. Learn how to break out of that mental model and approach wider frameworks.
We will tackle head-on; culture change, leadership and self-managed teams.
This will help you to:
Use techniques to dissolve silo working and departmental conflict.
Deal with complexity and high variability that is a central aspect of the public sector.
Overcome when a poor back office workflow restrains what you want to achieve.
How to collaborate with other change experts so you can resolve issues and co-create together.
Learn concepts and terminology that move you into the realm of business change.
Engage managers and leaders so that, together with staff, they understand and lead the change.
Participative workshop focused on business reality.
Once, Design Thinking was seen as a set of simplistic and independent frameworks and techniques. But today it is recognised that Service Design has to be far more about impacting into end to end change with the actual workflow within the organisation itself. Design Thinking cannot remain a silo expertise.
By looking at methodologies that have already proven themselves to produce radical ways of designing and managing services, we can see that they can deepen and strengthen Service Design in ways that create something far more powerful.
It is now time to begin to integrate Service Design and this workshop focuses specifically on Systems Thinking methodologies that have come from successful leading organisations. Following on from private Sector agencies that have already rushed forward into this realm. We will use real examples and case studies to highlight principles and techniques that you can use immediately. And it will give you pointers for further collaboration with change experts outside of Design Thinking. We will only delve into theory of it directly helps to support the learning.
We will examine the limitations of current Service Design, and how we can break out of the mould that restrains us.
Lastly, we will ask for your experiences and challenges and test how we can solve those using our new found approach.
As a prerequisite for attending this workshop, you must be able to expand your view of Service design, and challenge some of your firmly held beliefs.
In this workshop you will experience ways of broadening your ability to view Service Design in a wider business and change context. We will start with the user experience, and learn deeper ways of understanding how complexity and demand must be truly understood. And we will delve into the workflow that supports the whole service to the user as a complex adaptive system.
After the workshop, you will be able to understand how you can take forward your new found techniques and engage with and collaborate better with non-design thinkers, using their language and understanding to truly design a service from the bottom up.
This workshop will take real examples of Digitalisation and Service Design, and you will examine existing services from various new angles. Service design is an innovation too often seen as a niche specialisation in an organisation. Learn how to break out of that mental model and approach wider frameworks.
We will tackle head-on; culture change, leadership and self-managed teams.
This will help you to:
Use techniques to dissolve silo working and departmental conflict.
Deal with complexity and high variability that is a central aspect of the public sector.
Overcome when a poor back office workflow restrains what you want to achieve.
How to collaborate with other change experts so you can resolve issues and co-create together.
Learn concepts and terminology that move you into the realm of business change.
Engage managers and leaders so that, together with staff, they understand and lead the change.
Participative workshop focused on business reality.
Once, Design Thinking was seen as a set of simplistic and independent frameworks and techniques. But today it is recognised that Service Design has to be far more about impacting into end to end change with the actual workflow within the organisation itself. Design Thinking cannot remain a silo expertise.
By looking at methodologies that have already proven themselves to produce radical ways of designing and managing services, we can see that they can deepen and strengthen Service Design in ways that create something far more powerful.
It is now time to begin to integrate Service Design and this workshop focuses specifically on Systems Thinking methodologies that have come from successful leading organisations. Following on from private Sector agencies that have already rushed forward into this realm. We will use real examples and case studies to highlight principles and techniques that you can use immediately. And it will give you pointers for further collaboration with change experts outside of Design Thinking. We will only delve into theory of it directly helps to support the learning.
We will examine the limitations of current Service Design, and how we can break out of the mould that restrains us.
Lastly, we will ask for your experiences and challenges and test how we can solve those using our new found approach.
As a prerequisite for attending this workshop, you must be able to expand your view of Service design, and challenge some of your firmly held beliefs.
Service design is ready to produce more profound outcomes than we are capable of today. This workshop takes systems thinking, complexity, and change methodologies, and begins the journey of how to incorporate them into deeper service design.
This is a fundamental workshop designed for public sector leaders. The driver for the workshops are the changes that are currently impacting on Swedens public sector at present and in the future. The UK has been in the throes of change for the last 40 years, and the learning that has come from the sucdesses and learning that we have made can help those leaders in Sweden to learn from past experience.
The basis for the workshop approach is systesm thinking, people centred design; moving away from the traditional bureaucreatic design of public services.
Session 1 Understanding Demand and Consequences for Design of Public Sector Services
Demonstrate concrete ways to go about understanding how well today's structure and design of municipal services meet the demand and needs of citizens. How to deal with complex demand and to successfully design effective front end demand capture.
Session 2 Understanding a person centred service, and the Implications for Service design
We will demonstrate why standardised design and their corresponding measures often provide poor value to those who receive them. Instead, when designing services based on an understanding of the citizen's needs and their lives, and the way staff work together based on jointly developed frameworks, the consequences are both better outcomes and lower costs. More importantly for leadership and behaviour; this is about new ways of management approaches and dealing with complexity.
The basis for the workshop approach is systesm thinking, people centred design; moving away from the traditional bureaucreatic design of public services.
Session 1 Understanding Demand and Consequences for Design of Public Sector Services
Demonstrate concrete ways to go about understanding how well today's structure and design of municipal services meet the demand and needs of citizens. How to deal with complex demand and to successfully design effective front end demand capture.
Session 2 Understanding a person centred service, and the Implications for Service design
We will demonstrate why standardised design and their corresponding measures often provide poor value to those who receive them. Instead, when designing services based on an understanding of the citizen's needs and their lives, and the way staff work together based on jointly developed frameworks, the consequences are both better outcomes and lower costs. More importantly for leadership and behaviour; this is about new ways of management approaches and dealing with complexity.
About John Mortimer |
We have been working with different ways to incorporate Design Thinking into organisational design, since 2005. Researching what others have achieved, and incorporating learnings from disciplines that have often been seen as distinct, yet working to design services.
With over 40 direct interventions under my belt, I now are returning back the experience and knowledge gained, both from the mistakes, and the successful outcomes that have been achieved across a myriad of services. Incorporating learning has been borrowed by ‘standing on the shoulders of giants’.
With over 40 direct interventions under my belt, I now are returning back the experience and knowledge gained, both from the mistakes, and the successful outcomes that have been achieved across a myriad of services. Incorporating learning has been borrowed by ‘standing on the shoulders of giants’.
