Designing services for EVERYBODY / Sally Halls / Episode #169
Channel: Service Design Show
Date: 2023-02-16

Okay, take a guess... Which services are probably the most challenging to design?

I argue that it's the services that your users don't explicitly ask for.

Wait, what?! Who designs services that their users don't ask for?

Well, your government does. A lot.

Think of public services like collecting taxes, keeping your street clean, and providing quality education, and helping to alleviate poverty.

These are often the "forgotten" services that are so important in order to maintain the wellbeing of our cities and countries.

It’s one thing to make sure these services are available, but a completely different challenge to improve the experiences of these forgotten services. 

Our guest, Sally Halls, has taken on this challenge and is using service design to bridge the gap between citizens and policy-makers. 

In this episode, we'll explore how to design services that people haven’t explicitly asked for, how to bring the public's voice into policy-making, and the impact service design professionals can have on the public sector. Sally also shares her experience with service design and how it can be used to benefit the public sector.

The insights from this episode can be used in any sector. If you're dealing with abstract or high-level goals in your work, then you'll surely pick up a few nuggets of wisdom from this conversation.

Enjoy!

- Marc

[ 1. GUIDE 📺 ]

00:00 Welcome to episode 169
03:00 Who is Sally
04:00 60 second rapid fire
06:30 Three types of services
11:30 Preventative service misconceptions
15:30 Specific challenges
20:00 Taking the first step
22:30 How to find fulfillment
25:00 Evidencing services
27:45 What are arms-length services
32:00 Is this still our work
34:45 What is the most difficult
37:15 Mistakes and pitfalls
41:30 What do you wish you had known
43:30 Recommended resources
44:15 Closing thoughts

[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/sally-halls-a3715417/
* https://publicpolicydesign.blog.gov.uk
* https://openpolicy.blog.gov.uk/category/skills-tools-and-techniques/
* https://www.gov.uk/guidance/open-policy-making-toolkit

[ 3. BOOKS 📚 ]
* Hello World by Hannah Fry - https://amzn.to/3EcDZYH
* How to Make Sense of Any Mess by Abby Covert - https://amzn.to/3IqWI5k
* Why We Get the Wrong Politicians by Isabel Hardman - https://amzn.to/3XzLwYt
* Good Strategy Bad Strategy by Richard P. Rumelt - https://amzn.to/3RZRZKZ

[ 4. NEXT STEP 💪 ]
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