This toolkit provides guidance for public servants on how to communicate with the public using the simplest and clearest language possible and to ensure that all services are accessible, and meets the diverse needs of all our customers. The guidance is based on Universal Design principles.
The toolkit contains advice on general writing style principles, verbal and non-verbal communications, design of forms and documents, web and social media content and how to display signage. It features a…
Good For: Practise empathy and active listening
The SIC learning repository is an online, open resource available for innovators, researchers and policy makers to improve their skills in design for Social Innovation.
The tools section is organised by main activities/actions, including:
RECRUITING SOCIAL INNOVATORS
STAKEHOLDER ENGAGEMENT
IDEATION
PRODUCT/SERVICE DEVELOPMENT
PROTOTYPING
SUSTAINABLE GROWTH AND IMPACT
FUNDING OPPORTUNITIES
For each tool, time commitment and team requirements are listed and each can be downloaded as a PDF.
This resource is a method library containing 54 method descriptions for using the key methods in service design. These methods include instructions, guidelines, and-tips-and tricks for activities within research, ideation, prototyping, and facilitation. This collection only contains building blocks. It doesn’t detail how to assemble them into a cohesive design process or how to plan or manage it. The associated (paid) book and curriculum offers this context.
This playbook is an online crash course on service design. It works alongside the 14 points set out in the Digital Service Standard to provide the basics needed to get started on a digital service.
It covers: About service design, Discovery phase, Alpha phase, Beta phase, Live phase, and Team roles
The Scenario Exploration System (SES) is a serious game for future simulation (2035 and 2050). It involves participants exploring their long-term objectives in contrasting scenario-related contexts while interacting with other stakeholders. By creating a realistic journey towards the future, the SES generates a safe space to simulate possible responses connected to any issue of interest to the participants.
There are two editions: "Sustainable Transitions" and "Food Safety and Nutrition…
The Game of Life 2050 draws on scenarios for a sustainable European society in 2050. It is an interactive board game in which players consider four scenarios that describe the radical changes needed to be living within key environmental boundaries by 2050.
The game takes a minimum of 2 hours to run (ideally 4 hours) and involves 5-7 actors (each played by one person or in pairs) and one Games Master.
Play consists of three ‘rounds’ in which actors are given a set of circumstances that have…
The Hackers’ Kit supports different types of discussions around project and program design. It's aim is to normalise innovation in a large organization by embedding new practices in key project management business processes. Worked on and tested with over 25 project teams in the United Nations Development Programme, the toolkit is intended for an international development context but could be applied to any large organisation with a desire to innovate.
It includes a wall map of the process,…
The toolkit provides an approach and methods those looking for a new way to tackle social and policy issues by making services more valuable to customers and users, easier to use, with fewer resources wasted on implementing the right ideas in the wrong way (or on the wrong ideas entirely).
This approach involves spending time understanding people’s experiences and resources on their own terms, taking methodical steps to analyse and address these with their active participation, and pushing for…
The Shift Surrey guide provides an overview of Surrey's design approach to date, including a summary of projects and suggestions for building an internal community of practice inside government. At the end of the guide, there are several typical design tools, tips and tricks learned through Surrey's experience and suggestions for related design resources.
This resource describes a comprehensive method for the BC Public Service (BCPS) to design services for British Columbians, although it is also applicable to other governments.
The Playbook is intended to help ensure public service designers have the necessary tools and corporate support to make change.
It includes an overview of service design, a discussion of when and how to use it, as well as detailed guidance and tools for the various methods used in service design. The methods are organised…