Great service design is characterized by its invisibility as it effectively resolves problems and eliminates barriers. The Government Digital Service (GDS) successfully exemplifies this by redesigning government departments, significantly streamlining public processes. The double diamond framework is central to this practice, beginning with problem identification and user research, leading to innovation opportunities. The process involves creating new journeys and validating service experiences through prototyping and blueprint development. Success is defined by higher customer satisfaction, improved business outcomes, and collaborative organizations that understand their purpose and customer needs.
Great service design is often invisible as it solves problems and removes barriers, which isn't necessarily noticed as much as a shiny new product.
The example of GDS redesigning every government department from a service design perspective and removing many frustrating and laborious aspects of public life is one of the best.
Success is measured in improved customer satisfaction, better business results, stronger loyalty and longer relationships.
A great service designer is someone who is curious, often insanely curious, to find out what and why things are happening.
#service-design #user-experience #customer-satisfaction #government-digital-service #design-framework
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