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Service Design in the Hyper-Diverse Metropolis
Published on Mar 12, 2017
Key success factors for designing great public services, businesses and organizational solutions in conditions of complex variation (diversity) among stakeholders, citizens, customers. Decl created in the 'Pecha Kucha' style - 20 slides, 20 seconds each.
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PRESENTATION OUTLINE
Inclusive Service Design
We are called on to
A) Deliver services in conditions of nearly infinite diversity of needs and preferences
B) Break down / break out of silos that isolate service delivery domains from each other
C) Innovate for efficiency and impact
A) Deliver services in conditions of nearly infinite diversity of needs and preferences
B) Break down / break out of silos that isolate service delivery domains from each other
C) Innovate for efficiency and impact
Photo by geishaboy500
Integration:
Toronto Public Library
Integration across platforms
3-1-1
Networking for Better UX
Emphasis on UX
Services are Co-created
Mobility
Participation
Self-sufficiency
Solidarity
'Flow'
Communication
Expression
Pleasure
This is important because without the successful
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
Link to Video: http://www.youtube.com/v/VE9M3f-lejg
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
Link to Video: http://www.youtube.com/v/VE9M3f-lejg
Photo by Jeremy Brooks
Services are 'enacted'
This is important because without the successful
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
Mismatches Undermine Value
- Cognitive / Neurological
- Sensory / Perceptual
- Linguistic / Cultural
- Mobility / Dexterity
- Mood / Anxiety
- Income / Social Connectednes
- Caregiving Responsibilities
- Level of Education / Skill
- ... and so on
Services are co-created with users - we provide the resources, knowledge, rules of engagement - but , there is no ‘service’ without the users’ need, abilities, cognition, time, venue, etc
Photo by Leo Reynolds
'Diversity absorbs diversity'
FLEXIBILITY
ADAPATABILITY
This is important because without the successful
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
Link to Video: http://www.youtube.com/v/VE9M3f-lejg
coordination of the parts of a system as an organized
integrated whole, it becomes increasingly diffi cult to
facilitate new ways of engaging customers, stakeholders,
employees, and experts from global or local networks
to reach collective goals [4].
Link to Video: http://www.youtube.com/v/VE9M3f-lejg
Photo by Jeremy Brooks
Outliers, not outcasts
Edge Cases Matter
Untitled Slide
Inclusive Design Mapping Tool
image of ID mapping tool
Untitled Slide
many interfaces, weak data federation
Networks enable 'registration' of diverse preferences for system behaviour
everything that is not natural is designed
policy making is rooted in social science and often lacks the tools to unlock inclusive innovation
we need service design methodology that is flexible to react to different contexts, but unified enough to encourage wholistic thinking and deep civic innovation
policy making is rooted in social science and often lacks the tools to unlock inclusive innovation
we need service design methodology that is flexible to react to different contexts, but unified enough to encourage wholistic thinking and deep civic innovation
Photo by luc legay
Registries Enable Peer2Peer
- Learning resources
- Alternative format documents
- Human services navigation
- Short-term rentals / ridesharing
everything that is not natural is designed
policy making is rooted in social science and often lacks the tools to unlock inclusive innovation
we need service design methodology that is flexible to react to different contexts, but unified enough to encourage wholistic thinking and deep civic innovation
policy making is rooted in social science and often lacks the tools to unlock inclusive innovation
we need service design methodology that is flexible to react to different contexts, but unified enough to encourage wholistic thinking and deep civic innovation
Photo by luc legay
Appreciative Summary
- We have 3 million use cases...
- ... we could use a general methodology for creating / managing flexible, adaptable systems
Designing for Diversity
- Integration -> Value 'Edge Case' or 'weak signal'
- Automation -> Adaptability through digital networks
- UX -> Mass Customization in the Internet of Things
Photo by Leo Reynolds
The city is a 'special framework' for "the creation of differentiated opportunities for a common life and a significant collective drama."
-- Lewis Mumford
In fact, services are not 'delivered' - they are 'enacted' - an idea that resonates down the past century from the insights of Lewis Mumford, who noted that...
the built form of the city is a kind of setting, or backdrop, to the dense network of social relationships that are the real core of urbanism: "Social facts are primary, and the physical organization of a city, its industries and its markets, its lines of communication and traffic, must be subservient to its social needs."
the built form of the city is a kind of setting, or backdrop, to the dense network of social relationships that are the real core of urbanism: "Social facts are primary, and the physical organization of a city, its industries and its markets, its lines of communication and traffic, must be subservient to its social needs."
Photo by dave~
