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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.

Hero HERO:
Editable source files available

18F Method Cards

A collection of tools that describe how 18F digital service teams put human-centered design into practice. These cards are focused on design in the context of digital services, but can be adapted to non-technical design projects as well.
The resource is online and also available as printable cards.
The card set includes simplified information on various design methods according to an overall methodology: Discover, Decide, Make,Validate. There are also "Fundamentals" cards related to incentives, privacy, and recruiting, all of which are important for overall design projects.
Each card covers what, why, how, time required, and additional resources to learn more about the method. These are intended to be sequenced according to the needs of the project.
Some prior experience with the methods may be helpful for context.

Publisher

18F

Discipline or Practice

Design

Digital transformation

Basic BASIC:
Allows reuse

IDEO Design Kit Field Guide to Human-Centered Design

The Design Kit resource is both a downloadable PDF as well as online guidance on the different phases of a human-centered design process, organised by Mindsets, Methods (Inspiration, Ideation, Implementation), and Tools. The PDF is only downloadable from the website after creating a user account at IDEO. Website includes instructional videos on the techniques of various user-centered design methods and techniques.

Atlassian Team Playbook

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 adapted versions of other tools, licensing varies. However, many are licensed for reuse and further adaptation.

Social Innovation Camps: a toolkit for troublemakers

This resource distills the United Nations Development Programme's experience and lessons with running Social Innovation Camps into a "how-to" manual for others. The publisher intends it to broaden a project's results, attract donors, find new partners, source new perspectives on an issue, and/or place beneficiaries at the centre of project design. The resource was created within an international development and social innovation context but can be adapted for public sector use.
It is available to view online or download upon creating a Scribd account.

Hero HERO:
Editable source files available

Australia Digital Transformation Toolkit

This resource provides South Australian Government organisations with guidance on the development and format of their digital strategies, which they distinguish separately from an information and communications technology (ICT) strategy. The toolkit contains guidance on the development and format of digital strategies, a digital maturity assessment tool, a digital transformation prioritisation tool, a digital strategy template, and an implementation plan template.

Mindlab Methods

[Now defunct. Link goes to internet archive from 2018, when MindLab closed]. One of the pioneers of public sector design, Mindlab, developed a set of tools to find and define problems as well as new approaches to solving them. This toolset contains some of the most commonly used in the design practice (user journey, pattern recognition, etc).

Publisher

Mindlab

Discipline or Practice

Design

Features

Techniques

Sigma Strategy Toolkit

This resource provides advice as well as tools for those involved in the development and implementation of public administration reform and sector strategies. It guides users through each stage of the development, implementation, monitoring and overall management of strategies. It covers:

problem analysis; prioritisation of reform ambitions;
setting of objectives; definition of indicators (with baselines and targets); action planning and costing; implementation monitoring, reporting and evaluation; management and learning.

Publisher

SIGMA

Discipline or Practice

Public Policy

Features

Techniques

Tactics

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

Champion CHAMPION:
Can be remixed

Danish Design Centre’s Innovation Tools

Here you find a selection of the Danish Design Centre’s commonly used tools. It includes information about the methods, instructions for tool use, and printable materials.
The tools are divided in three categories that are used at different stages in the design process - and often in this order: Explore, Co-create, and Give the future concrete form.
Explore helps the participants to open up and get around all aspects of the issue. Co-create contains tools that help participants get in-depth with the problem, and Give the future concrete form provides the framework for creating a more concrete product - often based on knowledge and experience collected by using the Explore and Co-create tools.

Discipline or Practice

Design

Champion CHAMPION:
Can be remixed

Open Data Toolkit

The Open Data Toolkit provides guidance intended for South Australia agencies and local councils release open data, although can be adapted to other contexts. It includes guidance on the following steps: Identify, Classify, Approach, Approve, Publish, Maintain.
It includes suggestions on governance decisions and roles as well as privacy, public value, and intellectual property guidance.

Discipline or Practice

Open Government

Features

Checklist

We Rise Toolkit

Publisher

Discipline or Practice

Features

Gamestorming Toolkit

This website and blog containing a toolkit based on the book GameStorming (not free) and intends to bring a playful or game-like atmosphere to group problem solving activities for the purpose of creating an mindset conducive to innovation and change-making. The site contains games for different purposes, including vision and strategy, planning, problem-solving, and decision-making.
The online resources describe each method and technique in terms of: Object of Play, Number of Players, Duration of Play, Material Required, Step by Step instructions and, in some cases, videos.

Basic BASIC:
Allows reuse

Service Design Tools

An collection of communication tools used in service design processes that deal with complex systems, organised by design activities, representations, recipients, and contents. The website is the result of the research activity done by Roberta Tassi during her graduation thesis investigating the relation between communication design and service design, starting from the observation of the existing practices in the field of service design.
Each tool contains a description, how-to instructions, and case studies of its use.

SI Learning Repository

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.

Basic BASIC:
Allows reuse

A Rough Guide to the Shift Surrey Approach

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.

Champion CHAMPION:
Can be remixed

Tool Compendium for Victoria Australia

This is a tool compendium created specifically for participants of a programme in Victoria, Australia. It is a PDF containing an organised selection of the key tools used during the sessions.
It is divided into two sections:
1. ‘tools for experimental problem solving’ and aligns with both the publisher's Experimental Continuum and Six Principles for exploring the unobvious.
2. ‘tools for setting the conditions’, which looks beyond the project challenge to other factors that can impede innovation if not addressed simultaneously, e.g. team dynamics, communication and environment.

Basic BASIC:
Allows reuse

Ideas to Impact

A curated set of resources on innovation by Tim Kastelle. This resource is primarily framed around private entrepreneurship, but some elements are transferable to a public sector context (i.e. cultivating a growth mindset). The resource is associated with a masterclass offered at the University of Queensland.