1. Building service design capacity
in large organisations
@uscreates
the strategic consultancy
delivering social value

2. Outline
the strategic consultancy
delivering social value
01 Introducing Uscreates
02 3 models to deliver SD expertise
03 Building SD capacity: Design for Improvement
04 Q&A

3. the strategic consultancy
delivering social value01 Introducing Uscreates

4. the strategic consultancy
delivering social value01 Introducing Uscreates

5. the strategic consultancy
delivering social value
the strategic consultancy
delivering social value01 Introducing Uscreates

6. the strategic consultancy
delivering social value01 Introducing Uscreates

7. the strategic consultancy
delivering social value
16% reduction in teenage pregnancy in Bristol
25% reduction in graffiti vandalism in Brent
Improved community cohesion and satisfaction in Barking
31% increase in awareness of lung cancer symptoms in Bristol
100% sexual health screening in Birmingham
+
+
01 Introducing Uscreates

8. the strategic consultancy
delivering social value01 Introducing Uscreates
service design

9. the strategic consultancy
delivering social value02 3 models to deliver SD expertise

10. the strategic consultancy
delivering social value02 3 models to deliver SD expertise

11. the strategic consultancy
delivering social value02 3 models to deliver SD expertise

12. the strategic consultancy
delivering social value02 3 models to deliver SD expertise

13. the strategic consultancy
delivering social value02 3 models to deliver SD expertise

14. the strategic consultancy
delivering social value
“LSIS exists to support providers
in the FE and skills sector to
continuously improve the
performance and quality of their
provision.”
03 Building SD capacity: Design for Improvement

15. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Service challenges
Increase
participation in
informal adult
learning
Increase
positive learner
feedback about
respect at the
college
Increase
learner
applications
Improve
learner
employability
+
Improve
reception
services
Increase
uptake of
training
opportunities

16. Service Design
user-centered
collaborative
the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

17. the strategic consultancy
delivering social value
Service Design
user-centered
collaborative
03 Building SD capacity: Design for Improvement

18. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
?
Who are your users
How are they accessing your services
Why are prospective users not accessing your services
What are their motivations, aspirations and interests
What do your services look like from their perspective

19. the strategic consultancy
delivering social value
01
project
definition
02
user
personas
03
user research
tools
04
discussion
guides
05
ethical
considerations
06
action
plan
03 Building SD capacity: Design for Improvement

20. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Learn by doing
Work on your own „real‟ challenges
Bring along existing desk research and data in regards to your challenge
Get other providers‟ input on your challenge
Offer your input on other providers‟ challenges

21. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

22. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

23. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
User research tools

24. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
User research tools

25. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

26. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

27. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Post-workshop bespoke support

28. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
*
analyse co-scope research
identify areas of improvement or innovation
generate ideas in response to co-scope research
prototype and pilot ideas

29. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
01
analyse
user research
02
reframe project
definition
03
co-creation
04
lateral
thinking
05
prototype
06
action
plan

30. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
User-research analysis

31. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
User-research analysis

32. the strategic consultancy
delivering social value
User-research analysis
03 Building SD capacity: Design for Improvement

33. the strategic consultancy
delivering social value
User-research analysis
03 Building SD capacity: Design for Improvement

34. the strategic consultancy
delivering social value
User-research analysis
03 Building SD capacity: Design for Improvement

35. the strategic consultancy
delivering social value
User-research analysis
03 Building SD capacity: Design for Improvement

36. the strategic consultancy
delivering social value
User-research analysis
To change attitudes
or behaviours of
staff or learners
To improve learners‟
engagement with a
service
To motivate learners
to do something
To target people who
have an influence on
a learner
03 Building SD capacity: Design for Improvement

37. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

38. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Real co-creation

39. select a dominant
idea
exaggerate
reverse
pitch to
Alan Sugar
refine into an idea
that is workable,
realistic,
achievable, but still
innovative
the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
5-minute lateral thinking sprints

40. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Prototyping

41. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

42. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Peer-led
listening
service
Pop-up
incentivised
course tasters
Service
blueprint
meetings to
enhance staff
collaboration
and
recruitment
outcomes
Commercial
services on the
ground floor
staffed by
students
Mystery
shopping
business
development
approach
Bespoke support

43. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

44. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
Why a service design approach?
01 A user focus
02 An in-depth scoping phase
03 A strong evidence base
04 A collaborative approach
05 A credible process

45. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement
www.excellencegateway.org.uk/node/27425

46. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

47. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

48. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

49. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

50. the strategic consultancy
delivering social value03 Building SD capacity: Design for Improvement

51. Q&A
the strategic consultancy
delivering social value