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The Service Design Playbook

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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.

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One review for "The Service Design Playbook"

  1. The Service Design Playbook is an exceptionally extensive playbook on service design. The playbook is comprised of six components. The first one is Alignment which encompasses the commitment, budget, baseline scope, expectations, resources and constraints. The second one is Discovery which should provide the general insight to the understand the current state of service delivery. The third one is Opportunity that explores the opportunities of future services as well as identifying new capabilities. The fourth phase is Prototype and Test where one should have to make ideas that are easily understood, tested, refined and improved. This is where testing with real clients is important to ensure that the product matches the needs. The fifth phase is Roadmap where a clear path between policy and delivery is made through roadmap report, infographic, blueprint, or case study of project. The last step is Implement the best approach is chosen to implement based on the prototyping phase. This playbook is like other design toolkits except that it offers more in-depth explanations and instructions for each stage and the essential points. Compared to other design thinking toolkits, this one is not the most beginner-friendly. It is exhaustive in its explanation, and thus this would be more useful for professional users with specialised knowledge. The extensiveness of the toolkit also means that it provides solutions to problems faced in each phase. Therefore, this toolkit is beneficial for public servants to create a solution that would give better service delivery for citizens.

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