This is the first iteration of my Charity Service Model Canvas.
The good thing about a canvas is it encourages you to think about how the things on each box connect and support each other. Are the outcomes realistic given the funding and resources? Are the marketing channels going to be effective for those beneficiaries? Will the outcomes actually meet the need?
What needs will the service address?
Is the service being commissioned by a local authority, for example? If so, what conditions will there be to adhere to that will shape the service?
How are the right people going to know about the service, including beneficiaries, refers, supporters?
Who is the service for?
Who will benefit from access the service, just the beneficiaries, or also their family, school, local community?
What is the service going to offer?
Do the Activities require any Resources or Supporting services?
Will these activities contribute to achieving the Outcomes?
What else is required to run the service that the charity itself cannot provide, e.g. taxis, building hire?
What will the service achieve? How will this be measure and reported? Will the Outcomes match the Needs?
What aspects of the service will have costs, e.g, staff wages, admin time, consumables, building hire?
What sources of funding will be available?
Will the funding provide full cost recovery?
Over what time period of funding available, and how will the service be funded after that?
Staffing – Will extra staff have to be recruited?
Skills – What skills are needed to deliver the service? Do we have them, if not how are we going to get them?
Technology – What technology will the service need? Do we already have it or will we need to build/buy it?
Time – How much time will be spent delivering the service, e.g. 8 hours a day, 1 day a week? How much time will be spent administering the service? Include support functions such as finance? How long is the service expected to last?
Manifesto also have a canvas. Theirs is far more thorough and better thought out than mine.
Put simply: methodology is not, in itself, a theory. And I mean theory in quite a social science way: a framework for understanding peoples’ behaviours and actions. When I see service design in the line of work, it is probably best described as a spectrum of research methodologies or meta-methodologies (as in, it can eat up more focused methodologies and reconstitute them as being part of a whole: ethnography and wireframing can sit in the same box, and become “service design” by dint of the order of deployment and the use of the outputs).
In March 2019, I gave my first hour-long talk at the Service Design in Government conference in Edinburgh — where I tried to express what nearly a decade working to modernise public services in the UK has shown me are just a few of the vital organisational, conceptual and cultural challenges for 21st century government.