“Why service design matters” by Lucy Tallon https://link.medium.com/WKvcQNbWc4
“Ideas for overcoming challenges with doing service design work in a large charity” by Innovation Team https://link.medium.com/FA0C5wYiR3
“Getting better at talking about service design and interaction design in government” by Vicky Teinaki https://link.medium.com/Gj09ZfVFs2
Collaborating and working together effectively is a commonly held goal across government departments. One of our priorities is to design and deliver joined-up, end-to-end services. The recently updated Service Standard encourages teams to: ‘Work towards creating a service that solves one whole problem for users, collaborating across organisational boundaries where necessary’.
“Two sides of service design” by Emily Tulloh https://link.medium.com/FiGStVVyOT
RingGo is a telephone payment system for car parking. I’ve used it before, albeit a while ago and with a different car, but I figured that having an account with RingGo meant it would be an easier option than finding enough loose change.
So I wrote the car park location number on my hand, got my debit card out and called the RingGo number. The automated voice asked me if my old car was the car I wanted to park, which of course it wasn’t, so I opted to change the car details. The automated voice asked me to speak my number plate and then to confirm that the number plate it repeated to me was correct. When I answered ‘no’ the automated voice told me that I would receive a text message and then hung up on me. Clearly it was something I said.
Good customer experience should be about allowing the customer to choose how to access the service. RingGo could have offered me another go at speaking my number plate instead of deciding for me that the only way was to end the call, reply to the text message, and then call them back. Changing the method of accessing the service without asking the customer is also bad practice.
It’s experiences like this that make me think more about using Product Management techniques to understand the needs of the customer and Service Design to build a service that works how the customer wants it to.
As part my attempts to learn about Service Design and implement it as an approach when developing the Ecommerce business I’ve started experimenting with service blueprints.
As blueprinting is new to me and I don’t fully understand it yet, my approach is to mix what I do know with a waterfall-y approach that includes things like phases and changes over time. This should also help a little with getting it adopted by other people in the organisation as it won’t be such a conceptual leap to something completely new.
I’ll develop the blueprint over time and use it ensure that all the parts of the business are aligned to ensure that we can give our customers the best experience with the British Heart Foundation Online Shop.