Larging it up

This is a set of links and further reading for all of the examples referred to by Mike Press and Hazel White in Larging It Up: Service Design in Scotland – a presentation made at the Service Design Global Conference 2017 in Madrid.

Service design: making a big difference in a small city – is an article written by Mike in 2016 and extended as a book chapter in Design Management: The Essential Handbook by David Hands, published November 2017. This provides some contextual and theoretical background, and refers to older cases and examples.

The Valuing Design report by Joyce Yee, Hazel White and Lindsay Lennon arose from a 6-month project sponsored by the UK’s Arts and Humanities Research Council (AHRC) aimed at understanding how and what stakeholders value in a design-led approach, specifically focused on public and third sector service innovation projects. This was developed further in a paper The Goldilocks Conundrum: The ‘Just Right’ Conditions for Design to Achieve Impact in Public and Third Sector Projects which presented the idea that leadership, community and capacity building are critical factors, arguing furthermore that “community building is valued above leadership and capacity as the most important condition for design to have the greatest impact in innovation and transformation projects”.

The Scottish Approach to Service Design is the subject of an Open Change report, and a slide deck presented by Catriona Macaulay, Head of Service Design and User Research at the Scottish Government.

Realistic Medicine was the title of the annual report by Scotland’s Chief Medical Officer in 2016, and which has had a major impact on debates and discussions on public healthcare worldwide. Of the questions it raises, two are particularly significant: How can people (as patients) and professionals combine their expertise to share clinical decisions that focus on outcomes that matter to individuals? How can all doctors release their creativity and become innovators improving outcomes for people they provide care for?

Realising Realistic Medicine builds on Dr Catherine Calderwood’s first annual report – setting out its vision and priorities; showcasing international and national multi-professional support from clinicians, leaders from medicine and public health and stakeholders from a wide group of organisations. It also features Open Change’s work with clinicians using service design as an exemplar.

The Developing the Young Workforce events held in late 2016 by Dundee City Council brought together people involved in the delivery and use of employment services for young people to discover how these services are currently experienced by the under 25s in the city and explore how services can develop in the future. Open Change designed and facilitated these events which are reported on here, and shown in a short video:

Dundee City Council is embracing design thinking and service design techniques through a new initiative – the City of Design Academy Training & Mentoring Programme. The academy is a structured programme which combines solving a real world problem over the course of a number of full day workshops, with learning how to use design thinking.

Dundee Govjam provided the city with a vital community building exercise and has acted as a spur to further projects and initiatives. This report is a detailed overview of the processes and outcomes of the event. There is also a film produced of the event:

Designing Healthy Weight in Dundee, held in October 2017, drew together 100 public health and other professionals to start a Healthy Weight Movement in the city. The aims are to create a shared understanding of the benefits of a healthy weight, connect themes and initiatives around healthy eating and physical activity, develop values, messages and practices that are owned and shared across the city. There is a Storify of the day, and an item on TV news:

Held on Friday 18th August 2017, Designing Good To Great was a one day event involving 400 staff at Dundee and Angus College. The key objective was to introduce staff to service design as a means of improving the student experience, and the quality of working life at the College. This event followed a process of service design training with senior staff that commenced in February 2017. The College is committed to using service design as the means of transforming the student experience:

This has led to a collaboration between the College and Open Change in the form of the Service Design Academy, the UK’s first comprehensive accredited training provider for service design. The Academy will be launched in November 2017, and its development is described here.

We finish our presentation by placing service design in Scotland in the context of the programme of the Scottish Government in its current programme: “By empowering individuals with a firm set of rights and the support of a genuine social security system and providing communities with the ability to use their own assets, skills and networks to build and design services, we can address many deep-rooted social and economic injustices.”

Digital version of City of Service Design