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.
This resource walks you through a systems practice, and describes process phases (Launch, Gain Clarity, Find Leverage, Act Strategically, and Learn and Adapt) and methods for guiding the practice.
This resource has been developed in collaboration with teams across The Omidyar Group. This workbook aims to fill the gap between the promise of a systems approach for making social change and putting it into practice. It was created alongside curriculum as part of a paid course.
For each method, results, actions, difficulty, time estimation, and tips are included.
EAST is a framework and summary of the Behavioural Insights Team's knowledge of behavioural science, developed for busy policymakers. It is based around principles of making actions Easy, Attractive, Social and Timely (EAST) applied to a 4-step process: 1. Define the outcome, Understand the context, Build your intervention, and Test, learn, adapt.
It is a more simplified version of the publisher's prior MINDSPACE framework. The resource includes overall guidance and case studies.
A series of 16 individual templates for different service design methods and techniques, plus posters with a guiding methodology for use in your own workshops. The posters do not include much step-by-step guidance so these are best used by people who have used these methods and techniques previously. The publisher's website also includes some case studies. Available in English and Dutch.
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.
The toolkit is designed to be both informative and actionable - helping integrate the latest research in human behavior and decision making into practice. The toolkit features five tools to help designers apply findings from the field of behavioral economics to their practice in order to provide a head start on framing research as well as developing new strategies for solving user problems.
The toolkit includes:
Reference Cards: behavioral economics research findings organized and described
Concept Ecosystem Poster: the relationships between concepts
Irrational Situations Guides: when people act irrationally, what to look for and how to design for these situations
Strategy Cards: ways to design for the irrational mind
Loss/Gain Worksheet: understanding and designing
Ethnographic Experiential Futures, is a protocol for surfacing and documenting existing images of the future. It combines Ethnographic futures research, EFR, a protocol for surfacing and documenting existing images of the future. Experiential futures, XF, is a family of approaches for vivid multisensory, transmedia, and diegetic representations of images of the future. The hybrid approach puts together two modes of futures research and practice in a step-by-step guide. Its intent is to help groups develop a future-oriented mindset.
Familiarity with futures and foresight methods is strongly recommended.
A community sourced set of best practices and principles to help incorporate human-centered design into a product development process.
The website contains dozens of methods organised by process, difficulty, time required, and outcomes. Each method contains an overview, detailed, steps, resources, and examples or cases.
The methods are framed in terms of private sector product or service development but can be adapted to a public sector context.
A curated set of 18 canvases that walk you through the steps needed for creating services & products using the combined principles and methodologies of agile development, lean startup, and design thinking. The publisher's intent is for you to reach business objectives in an iterative and human-centric way. In adapting to a public sector context, "customers" may need to be re-framed as stakeholders or service users. GitHub source content available. Includes how-to videos.
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.
Kickbox is an innovation process that Adobe developed for its own use and then open-sourced so everyone can use it. It is both a process for individuals and a system for deploying that process across an organization at scale. It’s designed to increase innovator effectiveness, accelerate innovation velocity, and measurably improve innovation outcomes. It can also optimize innovation investments by reducing costs compared to traditional approaches. Adobe distributed 1000 physical boxes internally (each containing money for prototyping ideas) and have made the contents available for free download. The website and download contains facilitator instructions as well as instructions on how to create the original box and contents.
This mini-book is based around the Cynefin framework, a contexutalisation and sense-making framework developed by Dave Snowden. The resource provides an overview of the Cynefin framework and use of narrative research, guidance and a tool for developing shared sense-making, and tools and guidance for developing a portfolio of experiments for different types of problems, distinguishing between complicated and complex problems.
The publisher requires a free login in exchange for downloading the resource.
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 more effective cross-team and cross-organisational working.
The included Social Design Methods Menu focuses on the difficult early phases when uncertainty is high. It provides background, modes, methods and "recipes" for different situations and contexts, but the publisher suggests that these be further adapted and configured based on your needs.
A basic understanding of service design is helpful for exploring this toolkit.
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.
A hands-on resource that provides practical advice, guidance, and an 8-phase process from concept development to implementation for building an open government program, with each step referencing principles, lessons learned, case studies, and a checklist for determining whether you are at the right phase. This resource complements Open Government Partnership Action Plans and and was developed as part of a year-long project with the Mexican government.
The publisher defines Open Policy Making as developing and delivering policy in a fast-paced and increasingly networked and digital world through collaborative approaches, new analytical techniques, and testing and iteratively improving policy.
The manual includes information about Open Policy Making in the United Kingdom government as well as tools, step-by-step guidance and techniques policy makers can use to create more open and user led policy.
This is a set of resources for designers who are approaching legal challenges with a creative, generative, human-centered approach. The toolbox provides guides, tools, and examples to help you scope & tackle these challenges with design. It includes a Legal Communication Design Toolbox, a Legal Design Pattern Library, and a Legal Product Typology. It covers policy prototyping, visual design, and data visualisation.
Toolkit developed by the Australian central government, this resource offers 28 pieces of guidance, methods, or techniques for different stages of an organisational innovation lifecycle.
The resource includes an Innovation Diagnostic to get a snapshot on which phase of the innovation cycle an agency might need to focus on.
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.
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.
The Collective Action Toolkit (2nd edition) is a set of activities and methods that enables groups of people anywhere to organize, collaborate, and create solutions for problems affecting their community.
It guides users through methods according to six action areas, with suggested pathways from one method to the next. For each method, step-by-step instructions are given, in addition to the time, roles, and materials needed. Some methods include canvasses to guide activity.
The toolkit is available in English, Chinese, French, and Spanish.
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.
Australia's BizLab, within the Department of Industry, Innovation, and Science, was established in 2016 and launched BizLab Academy in 2018. The goal of the academy is to teach Human Centred Design (HCD) to department employees, but also the rest of the Australian Public Service. The academy aims to strengthen the public sector's capability for evidence-based policy and service design while at the same time instilling a citizen-centric culture and building an alumni of human centred design practitioners and advocates.
This curriculum has been modified and adjusted after trial sessions and is available for others to help guide, build, and design their own training modules. It includes a facilitation guide, presentation, and artefacts.
(Please Note: The file download is almost 200MB)
This is a curated collection of 30+ resources from Stanford d.school classes and workshops, including activities, tools, and how-to guides. They are intended for anyone who wants to become more familiar with design thinking or unlocking creative thinking in whatever challenge being tackled. Some are full-fledged workshops that for guiding others through. Other resources are short worksheet-based activities.
This manual introduces strategic foresight as a practice in the context of the 2030 Agenda for Sustainable Development. It was created with consideration for the resource constraints in developing country contexts, so proposes light-touch and low-cost methods. However, it could easily be applied elsewhere.
The manual features a selection of methods and techniques suited for framing development or policy discussions, but there are many methods and techniques available that are considered part of foresight and futures analysis. These span the gamut from long-term processes and quantitative data collection/analysis to participatory workshops and qualitative assessment of narratives.
It includes a review of different methods, including usage, strengths, challenges and examples of each in practice.
The website is aims to be a major knowledge broker in the behavioral sciences, particularly behavioral economics and related areas (nudging, behavior change, etc.). The site contains a guide (published annually), a blog, a LinkedIn group, and job board. The site’s mission is to connect people, provide resources, as well as promote the growth and relevance of the discipline. Note that behavioral economics is a specific application of behavioral science. Downloading the guide requires you to enter your email address and sign up for their newsletter.
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, question cards to get people "unstuck," and a collection of 19 tools that supports innovation activities throughout the project cycle. With them, one can capture insights and analyse, support decision making, challenge thinking and assumptions, plan activities, prompt discussion, and stimulate reflection. These tools can be used in group sessions, or by individuals and includes a facilitators guide.
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.
This is one of the first collections of user experience methods. It describes and analyses user experience design methods by costs expended, time required, resources required, expertise required, and quality of data.
Lean Brand Creation is a structured method for lean creation of a new brand, and a strategic guideline for an existing brand in any brand, marketing & experience design work. It contains a set of 22 canvasses. It is intended for a marketing context but some techniques could be adapted for public services or for stakeholder engagement.
It is an offspring of Futurice’s Lean Service Creation, and can be used with the LSC toolkit or on its own.
Guide to service blueprinting. The reader analyses their own interaction with service users. Through the tools of personas, scenarios, and the decomposition of a scenario into a blueprint of its elements, the reader can understand and improve their services from a Human-Centred design person
This toolkit was developed to help us cope with the rapidly changing world, such as global networks and autonomous drone fleets—that have never existed before. The publishers suggest that we need new stories and new mythologies to tell us how these things fit into our lives and make sense of these transformations.
The toolkit contains a card deck exploring different colored "archetypes" or ways of making meaning and each includes different ways of understanding Interactions, Environments, Symbols,Design, Perspectives, and Voice.
The Experiment Co-Creation Platform (ECP) is a model for collaboration and experimenting dedicated in delivering sustainable solutions to wicked urban problems.
The ECP model was developed and prototyped by Demos Helsinki. In the model, cities, higher education institutions and non-academic collaborators such as companies and foundations together define a desirable shared vision to work towards to as well as identify the challenges preventing the vision from happening. Research-based teams develop their research and solutions to the identified challenges through experimenting in a real-life urban setting and support from experts of various fields. The goal is to increase teams’ technology readiness level (TRL) from TRL4 “technology validated in a lab” to TRL5 “technology validated in a relevant environment” and create a premise for feasible, scalable solutions that work in practice.
The resource provides
The National Centre for Public Sector Innovation in Denmark has developed this guide to help public sector workplaces share their own innovations and reuse others. It is relevant for anyone who wants to collaborate on spreading an innovation from one context to another. The guide consists of six steps with recommended actions to take and associated tools that help structure the dialogue throughout the process.
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.
The resource provides support for individuals and organizations wishing to publish open government data. Some guidance may be specific to the Swiss context. It is designed as a wiki: contributions from organizations and individuals that have experience with open data are welcomed. The resource is organised into stages: identify, prepare, publish, and support. A Github repository of the website's code is also available.
This resource includes a method and guidance for developing and getting comfortable with storytelling to engage your audience and collaborators in your project. It includes an 8 step process to developing and creating a "sticky" story to inspire and persuade others into action. It includes a downloadable guide with examples and tips and tricks as well as a checklist for evaluating your story.
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.
This EU Quality of Public Administration Toolbox aims to support, guide, encourage and inspire those who want to build public administrations that will create prosperous, fair and resilient societies. The Toolbox tries to help countries with addressing country-specific policy recommendations and with delivering successful strategies and operational programmes.
This resource offers on ways to do things differently by introducing basic guidance on the process of design thinking. It provides guidance on how to introduce this new approach into day-to-day work in the public sector. It was developed for both policymakers and people who design and deliver public services who need to make large changes in how they serve their citizens.
It includes guidance on creating an environment set up to do design work as well as an overview of some of the most commonly used methods. It includes guidance on how to respond to challenges to this approach as well as a few tools in the appendix.
Demand for Health Services: A Human-Centred Field Guide for Investigating and Responding to Challenges
This field guide introduces human-centred design as an approach to addressing challenges related to community demand for services (specifically immunization services, but it could be applied to others). This Field Guide exists to help investigate, understand and respond to challenges of demand. It draws on insights from behavioural science and employs human-centred methods to improve immunization outcomes. Includes a 170 page field manual, process map, and workbook with tools. Its process overview poster provides guidance on who to involve and expected time investment for each method in the process.
The guide offers practical guidance to local government officials on how to build a culture and practice of innovation and give local leaders an action-oriented framework for breakthrough
innovation. It lays out nine “Imperatives” towards this end, with concrete action steps for each to help cities get started, along with illustrative case studies.
This resource is focused on collaboration around designs for solving product problems, specifically on the topics of trust, transparency and control concerning the use of personal data. The methodology used was inspired by those from the Stanford d.school and IDEO. The toolkit is split into four sections – Plan, Discover, Ideate and Prototype.
The resource contains over 20 guided activities and supporting materials (including downloadable worksheets) covering materials for planning and running your own event, including one hour, half day, and full day example event agendas and facilitation plans.
It is intended for product managers, designers, developers, policy policy advisors, regulators, students, and others interested in opening up discussion about trust, transparency and control with a team, organisation, school or clients. It covers topics such as designing privacy statements, consent requests and other features which impact the perception of trust, transparency and control for product users.
The term data collaborative refers to a new form of collaboration, beyond the public-private partnership model, in which participants from different sectors — including private companies, research institutions, and government agencies — can exchange data to help solve public problems.
This resource outlines 8 Phases for designing and implementing a data collaborative (partnership) at an institutional level. The online resource includes examples, enablers, tools, and resources for each phase.
This is a report from the Workshop ‘How might we approach transformational change for complex challenges in the future?’, held in London 30-31 August 2017. It provides 18 insights and considerations for playing the enabler, catalyst, and convenor roles in creating a mindset of long-termism.
This is a starter kit covering signal spotting, or detecting early signs of change in several fields: Technology, Policy, Business model, Citizen action, Research finding, Design, Application, Idea / innovation. The online resource includes video guidance, examples of signals in the different fields, and exercises for practice with signal spotting. It also includes exercises for signal spotting in one's own context.
A collection of design patterns, or ‘gambits’, for influencing user behaviour through design. It’s applicable across product, service, interaction and architectural design, aimed particularly at socially and environmentally beneficial behaviour change. The patterns are drawn from a range of disciplines, and are phrased as questions or provocations to enable the toolkit’s use as both a brainstorming tool and a guide for exploring the field of design for behaviour change.
It includes cards, worksheets, and guidance, grouped into 8 lenses, which are disciplinary ‘worldviews’ or fields of research. A Brazilian Portuguese version is available. A how-to page provides tips for using the toolkit in a group facilitation setting.
This playbook has been created for innovation practitioners who want to spread innovation skills, methods and tools or build an innovation capacity. It covers the design of effective learning experiences, identification and articulation of learning needs, pitching a learning offer at the right level, and connection of a team or innovation strategy with learning and development.
It contains overview of 35 methods that Nesta regularly uses in its practice. Each method description includes a short description explaining its purpose and background and how it can be used to help others think about and discuss learning for innovation.
A guided introduction to 14 common service design tools, such as empathy maps, personas, and customer journeys. They are organised by the publisher's methodology: Define, Learn, Solve, Test. Toolkit. The publisher offers a suggested path through the tools but the publisher suggests that each can be used on their own. The toolkit is available via website in exchange for your email address.
The IIDM Toolset was designed as a guide for organisations and individuals seeking to build the capacity of problem solvers to innovate and collaborate more effectively. The Toolset addresses two key components: (1) cultivating an innovator’s mindset, and (2) improving the processes that support decision making along the journey from idea to impact. The publisher asserts that both of these ingredients are vital for decision making to yield improved innovation. The Toolset offers users practical approaches that map to each of the 6 stages of decision making, including adopting the right mindset, generating insights, reframing challenges, developing and testing new ideas, and determining a course of action. The resource was created with a global development organisation structure in mind but is broadly applicable to other organisations interested in building innovation capacity.
The toolkit's goal is to help actors conceptualize and operationalize their ambitions in terms of supporting social innovation. It contains not only “procedures” but also knowledge concerning social innovation.
The guide was designed to support European Social Fund (or other) funding organisations that want to focus mainly on service innovation (as opposed to systems innovation or internally oriented process innovation). But it also recognizes the idea of broader societal transitions and the need for changes in internal processes as a condition to make externally oriented innovative services tangible.
It contains social innovation background information, principles, strategies, project guidance, capacity building, staffing, and implementation.
This tool is a condensed version of the Agile Evalution kit. It contains the key graphs and principles, including the Argentinian government's model on the lifecycle of innovation (Planificacion, Monitoreo, Evaluacion), theory of chain explanation, proposed learning modules, a Logic Model matrix of indicators, and several lists of evaluation questions.
This resource includes tools, approaches and resources for local authorities sharing non-personal data. The publishers intend it for those currently working in city governments as well as those supplying data sharing services to be able to find a common language and process in approaching the sharing of data. It focuses on both the technical and non-technical aspects of sharing data, including building data sharing partnerships, building a team, ecosystem mapping, and proposal and business case development.
This kit explains how to evaluate a public policy approach/initiative, through the lens of several methodologies, including theory of change, agile (agilismo), deep dives ("Inmersiones profundas"), adaptive planning and adaptive management.
This document gives you the information you need to create your own lab. This could be a UNICEF lab—or could simply be a space of creativity that is aimed at solving significant global problems through the application of dedicated local resources.
It provides background on labs, defining a lab's purpose, budget and scoping, and examples of different lab models (outreach/training, product development, service development, operational research, and content broadcasting).
It also includes interactive worksheets for creating lab proposal Terms of Reference as well as examples TORs.
This playbook describes 10 "plays" organised around
designing the job, finding the right people, and guiding applicants. Each play includes guiding steps and examples.
This kit discusses the fundamentals of innovation - immersion (understanding the context), problem definition, ideation, prototyping and testing
The resource is intended for those working in the international development or social impact space to assesses the future impact that innovation can deliver in a system. It focuses on three "systems": The Problem Space, The Innovation Space, The Context.
It's goals are to precipitate better understanding of the problem of focus and the context in which it exists, assess enablers and barriers
to innovation, track system change over time, and assess the impact of a program ex post facto. It includes tools and methods organised into different possible "journeys" that define overall related activities, resources, user values and timelines.
This resource contains a framework and guidance regarding the use of user-centred design. The publisher defines the UCD process in six phases - two planning and four delivery phases. The two planning phases focus on typical project planning aspects such as problem space, resources, agency readiness, team logistics, governance, etc. The four delivery phases are about action, talking to users to understand their real needs, prototyping potential solutions, and building the minimum viable product ready for public use.
Each phase contains guidance, phase time-frames, workshop templates, tools and a checklist for deciding to proceed to the next phase.
An introduction to service design for public servants, and a set of practical ways to include design methods in your work. This resource was developed for the City of New York but is relevant to other cities, governments, and innovation labs as well.
This resource tells the stories of 20 teams, units and funds established by governments and charged with making innovation happen. i-teams, short for innovation teams, are dedicated teams, units and funds, to structure and embed innovation methods and practice in government. They are largely affiliated with Bloomberg Philanthropies and its associated i-teams program and usually within local governments.
This resource analyses the diversity of structures and approaches, their impacts, and the key lessons for other government leaders looking to emulate these efforts.
This kit presents the role of transparency within an open government system, including topics like visualisation of data, freedom of information laws, and communication strategies
This resource includes a variety of tools and techniques, enabling government entities to develop initiatives and come up with innovative solutions to enhance the efficiency of the government sector, and improve the services provided by the government to individuals and entities.
This toolkit is for officials and staff at governments and institutions that are interested in launching a participatory budgeting process. Its purpose is to build understanding of what it takes to start a participatory budgeting process and how to lay a foundation for success.
It answers the questions:
How does a typical PB process work?
What are the impacts of PB?
What budgets can be used for PB?
What staffing and other resources are needed to implement PB?
How do I get started?
These guides, created by the Government Laboratory, systematize the best experiences and learning generated by servers and public institutions in recent years.
These tools of support and permanent consultation, are designed so that the different organisms of the State can develop innovation processes with a view from the user, that allows to generate services and solutions more connected with their needs. There are two options: Contests and Projects.
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.
This short guide aims to take a practical approach toward workplace innovation. It includes practical knowledge, case studies, self-assessment, and suggested pathways to change, as well as further sources of information and support. It is based around four elements:
Empowering jobs and self-managed teams.
Flexible organisational structures, people-centred management practices and
streamlined systems and procedures based on trust.
Systematic opportunities for employee-driven improvement and innovation.
Co-created and distributed leadership combined with ‘employee voice’ in strategic