Presentation at the Service Design in Government 2017 Conference (http://govservicedesign.net/2017/) about the first ever service design project that was commissioned by a Greek public institution. We talked about the approach followed to create the design proposal, the reasons why it was not implemented and the obstacles facing countries under crisis trying to apply service design in the public sector.

1. Managing the
fuzzy front-end
of a design brief
.
Vasia Chistoulaki

2. Hello!Vasia Christoulaki
DESIGN FOR FUTURE
@VasiaChr I @D4F_org

3. @VasiaChr I @D4F_org
IT’S ALL
GREEK
TO ME
#SDinGov

4. GREECE
ECONOMIC CRISIS
GREXIT
CAPITAL CONTROLS
ACROPOLIS
ANCIENT GREEK CIVILAZATION
SUMMER VACATION
GREEK ISLANDS
LOCAL CUIZINE
DESIGN…??
@VasiaChr I @D4F_org

5. DESIGN
Graphic Design
Interior Design
Product Design
Interaction Design
UX Design
Service Design ?
.
@VasiaChr I D4F_org

6. Using design to transform
services and organizations
in the context of a great
socio-economical crisis
@VasiaChr I D4F_org

7. @VasiaChr I D4F_org #SDinGov

8. @VasiaChr I @D4F_org
Unicorns
are the FUTURE
#SDinGov

9. Test and iterate
@VasiaChr I @D4F_org #SDinGov

10. People with new skills
vs
Organizations from the 19th century
.
@VasiaChr I @D4F_org #SDinGov

11. @VasiaChr I @D4F_org #SDinGov
WE CANNOT
AFFORD
NOT
TO CHANGE

12. @VasiaChr I @D4F_org #SDinGov
.

13. One step at
a time…(?). .
@VasiaChr I @D4F_org
THE PUBLIC SECTOR
DESIGN LADDER –
DESIGN COUNCIL (2013)
THE TRAINING PROGRAM

15. @VasiaChr I @D4F_org #SDinGov
Public organizations do design.
THE TRAINING PROGRAM

16. @VasiaChr I @D4F_org #SDinGov
1/
Create internal design capacity
while solving current organizational
challenges
THE TRAINING PROGRAM

17. THE TRAINING PROGRAM

18. @VasiaChr I @D4F_org #SDinGov
2/
A systemic approach:
Strategy guides design AND
design guides strategy.
THE TRAINING PROGRAM
COMBINE TOP-BOTTOM AND BOTTOM TOP APPROACH

19. @VasiaChr I @D4F_org #SDinGov
THE TRAINING PROGRAM
Employees’ needs
Users’ needs
Business Model
Strategy
Create briefs for participants
Co-design the training
Do the training
Inform strategy
through design
outcomes

20. @VasiaChr I @D4F_org
THE TRAINING PROGRAM
Creating the right user
research strategy
.
#SDinGov

21. @VasiaChr I @D4F_org #SDinGov
3/
Design = People, Systems & Change
Managing change through people
.
THE TRAINING PROGRAM

23. It takes two to tango!.
.
@VasiaChr I @D4F_org
REFLECTION – OVERCOMMING BARRIERS
#SDinGov

24. @VasiaChr I @D4F_org #SDinGov
An organization in identity crisis
.
REFLECTION – OVERCOMMING BARRIERS

25. @VasiaChr I @D4F_org #SDinGov
Service design is
organizational design
.
REFLECTION – OVERCOMMING BARRIERS

26. @VasiaChr I @D4F_org #SDinGov
Selling co-design helps in buy-in
but are organizations ready
to support it?
.
REFLECTION – OVERCOMMING BARRIERS

27. @VasiaChr I @D4F_org #SDinGov
When it comes to
public commissioning …
TIME is your enemy!
.
REFLECTION – OVERCOMMING BARRIERS

28. @VasiaChr I @D4F_org #SDinGov
If I could change 1 thing…
Create “hot groups”
.
REFLECTION – OVERCOMMING BARRIERS

29. @VasiaChr I @D4F_org #SDinGov
How might we…
manage ambiguity and fuzziness
during the initial phases of a brief ?
.
REFLECTION – OVERCOMMING BARRIERS

30. @VasiaChr I @D4F_org #SDinGov
Create frequent feedback loops
.
REFLECTION – OVERCOMMING BARRIERS

31. @VasiaChr I @D4F_org #SDinGov
Our biggest mistake…
Have a big vision
But start small and then scale
.
REFLECTION – OVERCOMMING BARRIERS

32. THE DOUBLE DIAMOND…. BEFORE THE DOUBLE DIAMOND
.

33. @VasiaChr I @D4F_org #SDinGov
If I could do it again….
I would do it ALL different!
.
REFLECTION – OVERCOMMING BARRIERS

34. Thank you!
. Vasia Christoulaki
@VasiaChr I @D4F_org