The toolbox for designing digital services is intended to help public service owners, managers and other interested parties understand the design process and includes tools to make the process smooth. The process is described both in Estonian and English but tools are only in Estonian, which can be machine translated. The resource includes guidance on preparation and building a service team, understanding and choosing a focus, problem identification and solving, testing solutions, development of…
Discipline Or Practice: Service Design
Translating global sustainable development goals into concrete actions for systemic change remains one of the greatest challenges of our times, requiring changes in the structures of the sociotechnical systems that define our world. Value Network Mapping helps in getting a grip on the structure of these sub-systems and enables users to identify together intervention points that make sustainability transitions happen. The method helps users co-create such changes, while balancing individual needs…
The UserCentriCities (UCC) Service Design toolkit is a curation of handbooks and tools to support the adoption of a user-centric approach in the design of digital public services. Compiled in collaboration with OECD OPSI Toolkit Navigator, it collects the most relevant tools and methods for cities, regions, and municipalities to use. It contains methods and handbooks developed and utilised by the UserCentriCities partner cities and regions network in their own user centric service development,…
This resource was designed to empower everyone to take a human-centred design approach. It was designed specifically for the Queensland Government in Australia but is valuable for anyone interested building an understanding of human centred design and how they can use it. The resource includes sections What is BCD, Why do HCD, and How to do HCD, each with detailed guidance and instructions. The website also includes detailed operational support guidance for procuring human-centred design work,…
The Venture Design Process offers set of templates, tutorials, and templates for systematic execution of continuous design and delivery. It covers the phases: Personas, Problem Scenarios & Alternatives, Value Propositions, Assumptions & Experiments, Customer Discovery & Experiments, User Stories & Prototypes, Product & Promotion, as well as modules covering agile management and business model generation. The resource is targeted at private sector entrepreneurs and focuses on digital products and…
The Service Sandbox is a visual, playful, co-creation tool that allows individuals to explore digital services in a tangible and interactive way. The sandbox can be used to test an existing service or to create new ones. The resource is oriented toward designing interior environments, especially digitalising environments, but could be used more broadly. The tool consists of three phases (build, ideate and define), plus a pitch template for taking the process one step further. According to the…
Toolkit
Servitization Mapping – A practical tool to explore strategic directions in a servitization…
The Servitization Mapping canvas is a practical tool intended for business-to-business manufacturers to explore strategic directions in a servitization shift, that is shifting from a product focus to a service focus. While this resource is oriented toward the private sector, public sector organisations, being primarily service organisations, may find it helpful for refining their service portfolios and being more service user-focused. The canvas is a template to map an existing product and…
This resource is for creating equitable change in schools and learning environments. It helps build the capacity of school communities and learning coordinators to set and pursue equity aspirations, so that every student is future-ready, no matter their background, circumstances, or learning preferences. The resource is based on a design thinking process and includes an overview, methods, and instructions that are specifically tailored to learning environments. The resource includes sections:…
This playbook shares lessons the publisher has learned while working with vulnerable populations as they access digital services, with the aim of improving access and awareness to those services.
This playbook is for nonprofits, community-based organizations, and governments who serve people who are eligible for government safety-net and criminal justice services, people with low incomes, and people in contact with the justice system.
It includes guidance in the form of principles and best…
This online interactive playbook is intended for teams to work better together in order to get things done. It is organised into Health Monitor (checks and activities for building team health), individual plays (filterable standalone activities), and game plans (series of plays for common use cases). The playbook organises the materials by project, service, and leadership team type, provides detailed instructions on how to run the plays and offers downloads of materials. Since many plays are…