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The Service Design Playbook

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 according to the publisher's model: Alignment, Discovery, Opportunity, Prototype & Test, Roadmap, and Implement.
The resource also compares service design with other public service approaches, like behavioural insights, lean, etc.
The appendix includes research planning templates, template partnership agreements for service design projects, and sample matrices for evaluating opportunities.

Champion CHAMPION:
Can be remixed

Follow the Rabbit: A Field Guide to Systemic Design

This Field Guide is a systems take on typical design thinking methodology. It demonstrates how to design something with a greater emphasis on creativity and humour. The Guide goes through a systemic design project from concept to implementation. It takes you through the workshop planning process, and discusses workshop roles and client relations. In the FAQs, you’ll find explanations to some commonly asked questions about systemic design concepts to help you introduce others to SD and bring them along with you. It contains descriptions of 17 different methods, including pros, cons,and considerations of each.

Champion CHAMPION:
Can be remixed

There may be zombies: A Field Guide to Strategic Foresight

This Field Guide is designed to support new-to-foresight practitioners in incorporating future thinking and foresight into everyday projects. In addition to describing methods (including purpose, pros, cons and considerations for each), it also provides guidance on how to advocate for a foresight related project or approach in your organistion, cultivate a futures/foresight mindset, and build a team.
The ""zombies" referenced represent an unexpected and unlikely event for humanity. Stories about the potential of a zombie apocalypse prepare us for a new world full of uncertainty and risk.

Publisher

Alberta CoLab

Discipline or Practice

Strategic Design

Futures and Foresight

Hero HERO:
Editable source files available

Inclusive Design Cards

Inclusive design is designing for the full range of human diversity in ability, language, income, culture, gender, age and other characteristics. This toolkit includes a series of cards to use early in a design process to help sketch, plan, prototype and design content, interactions and processes. It covers inclusive physical, audio, visual, and thought experiences. PDF and editable Word document available via the publisher's Github page.

Discipline or Practice

Digital transformation

Design

Basic BASIC:
Allows reuse

Designing for Behaviour Change Toolkit

This toolkit outlines Bridgeable’s approach to harnessing behavioural economics (BE) to design better products and services that nudge user behaviour. It combines a service design approach with a BE approach, with the caveat that BE helps identify and tweak pivotal moments of decision making but not overall user experience or strategies.
The toolkit includes an overview of BE as well as an ideation and testing framework incorporating BE principles to move from a current state to an idea future state. A basic knowledge of service design is helpful for approaching this toolkit.

Foresight Training Manual

This guide is a facilitation toolkit for staff at Horizons and others interested in practising the Horizons Foresight Method in their own organizations. Its aims are to build foresight literacy in general, to explain the Horizons Foresight Method in particular, and to build capacity for horizon scanning in the Canadian federal government and other organizations. It provides a detailed description of concepts and processes, divided into 6 modules. Modules include facilitation guides, tip sheets, exercises, and other resources.

Publisher

Canada Government

Discipline or Practice

Strategic Design

Hero HERO:
Editable source files available

Smart Cities Made Human Playbook

This playbook defines smart cities through human experiences, including 3 "mindsets" (lenses to understand) and 6 "plays" (ways to start). Originally developed for the City of Calgary, Canada, it offers ways to document, prioritize and advocate for individual human experiences at the nexus of networked technology, data and urbanism. It promotes embracing complexity and designing responsive systems, policies and governance around people for people-centered smart cities. Both PDF and slide deck are available.

Publisher

Dark Matter YYC

Discipline or Practice

Strategic Design

Hero HERO:
Editable source files available

Web Experience Toolkit (WET)

A front-end framework for building websites that are accessible, usable, interoperable, mobile friendly and multilingual for the Government of Canada and beyond, the resource includes a collection of of flexible and themeable templates and reusable components and related guidance. Content is also available in French.

Publisher

Canada Government

Discipline or Practice

Digital transformation

Service Design

Features

Techniques

Tactics

Exploring Policy Innovation: Tools, Techniques & Approaches

This resource is an introductory description of a paradigmatic shift in public policy-making from traditional methods to new, innovative approaches. This includes a whole-of-government approach, a refocus on the user, an embrace of complexity, pro-activeness, and collaboration. It describes 7 opportunity areas for innovation in the traditional policy-making process.

Hero HERO:
Editable source files available

Service Design Playbook

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

Discipline or Practice

Digital transformation

Features

Techniques

Glossary

Impact: A Foresight Game

IMPACT: A Foresight Game is a serious board game that teaches you to think critically and imaginatively about emerging technology and the future of society.
It's goals for players:
/ Learn the basics of futures thinking including some of the key terminology
/ Learn about the latest advances in science and technology (neurotech, nanotech, artificial intelligence, IoT, biotech, robotics)
/ Practice thinking about how these emerging technologies could evolve and the various ways they could influence society

The game is best played with 3-6 players and lasts 60-90 minutes.
Cost: $65

Basic BASIC:
Allows reuse

Do-it-Yourself Open Data Toolkit

The Do-it-Yourself (DIY) Open Data Toolkit provides a step-by-step guidance on how to develop an open data initiative. The Toolkit is primarily intended for municipalities that have not yet begun an open data project and need some guidance on how to implement one. It can also be referenced by other governments or organizations who are considering initiating an open data initiative.
The toolkit includes: Open data orientation, Planning considerations, Publishing sample data sets, Adopting an open data policy, Executing an open data pilot project with community engagement, and
Moving your open data initiative from pilot project to operational program.

MaRS Library

The MaRS Library contains articles, templates, reports, workbooks, reference guides and videos covering a range of topics, including accounting, funding, governance, intellectual property, leadership, legal issues, marketing, product management, selling, social innovation, strategy and talent.
It is intended for an entrepreneurial context, but it can be adapted for a public sector organisational context.

Champion CHAMPION:
Can be remixed

Algorithmic Impact Assessment

The AIA is a questionnaire designed to help assess and mitigate the impacts associated with deploying an automated decision system. It helps identify the impact level of an automated decision system. It was developed with the Canadian Directive on Automated Decision-Making in mind but it can be applied elsewhere. The questions are focused on business processes, data, and system design decisions.

The questionnaire asks around 60 questions and the results will demonstrate impact level as well as a link where you can learn about what requirements would be under the Directive. The questionnaire takes at least 35 minutes to complete. This is an open source project that can be adapted to suit your needs. It is available in English and French.

Champion CHAMPION:
Can be remixed

How to Run a Civic Lottery

This step-by-step toolkit describes an inclusive approach to recruiting participants for public consultation or engagement processes. The publishers designed the Civic Lottery process to mitigate the shortcomings and distortions produced by traditional recruitment methods. The approach introduces randomization at multiple stages of the participant recruitment and selection
process. This toolkit is best for those who have decided that a reference panel is right for their situation (see the publishers associated toolkit on reference panels) and want to make sure that their selection process is fair and inclusive.
The toolkit was developed based on lessons learned by the publisher in deploying reference panels in Canada.

Publisher

MASS LBP

Discipline or Practice

Open Government

Grounded Change

Grounded Change is an approach and social innovation methodology used by the company InWithForward. It means flipping the order in which most social policies & services are made. Rather than start at the top, in boardrooms, they start at the bottom, with user needs. They have named 7 kinds of interactions that they believe are the most important to weave into policy, procurement, service delivery, and community activities. This resource contains the context, reasons, and mechanisms of Grounded Change.

Publisher

InWithForward

Discipline or Practice

Design

Social Innovation

Champion CHAMPION:
Can be remixed

The Reference Panel Playbook: Eight moves for designing a deliberative process

Reference Panels, also known as Citizens' Assemblies, Commissions and Juries, are an example of long-form deliberative processes that are frequently used by governments and public agencies to obtain detailed guidance on important and sometimes controversial policies.
Based on the publisher's experience with reference panels, they offer eight moves from their playbook to help others plan their own deliberative process.

Publisher

MASS LBP

Discipline or Practice

Open Government

Features

Checklist

Basic BASIC:
Allows reuse

Measuring impact by design: A guide to methods for impact measurement

The Privy Council Office's Impact and Innovation Unit’s (IIU) developed this guidance for impact measurement, in support of its work under Impact Canada. This resource provides an introduction to the topic, as well as a reference for those involved in the design, delivery, procurement or appraisal of impact measurement strategies in Canada and beyond. It provides descriptions and considerations of different ways of measuring impact versus traditional methods.
It includes the reasoning for measuring impact, threats to validity of impact evaluation, a matrix for evidence, descriptions and guidance on methods, including Randomized Control Trials and quasi-experimental approaches.
The resource is available in English and French.

Publisher

Canada Government

Discipline or Practice

Public Policy

Features