Good Services: How to Design Services That Work

Product Information

By doing this we think we’re ensuring standards, and making sure that when one of our future stakeholders encounters a service designer, they will be impressed by that person and therefore be much more enthusiastic about us as a result. The service must be able to be found by a user with no prior knowledge of the task they set out to do. For example, someone who wants to ‘learn to drive’ must be able to find their way to ‘get a driving licence’ as part of that service unaided. We will continue to iterate this definition. A definition of a service will become part of the updated Service Standard and Service Manual , based on our collective knowledge and understanding of what a service is now. We will, for example, further investigate what we mean by legacy and what part internal services and tools play. With more organisations adopting service design, we need those services to be ‘owned’ and managed properly. The need for service owners is on the rise. We’ve developed a course that’s for people moving into service ownership roles on how to lead, own and manage user centred services.

The principles — Good Services

The purpose of a good service is clear to a user before they start using it. People understand what it will do for them – and if they are eligible to use it in the first place.The purpose of the service must be clear to users at the start of using the service. That means a user with no prior knowledge must understand what the service will do for them and how it will work

service designer? — Good Services What is a service designer? — Good Services

from beginning to end – think about every single thing a user needs to do, including anything done by a supplier external to government Far from making the profession more professional though, what we actually do when we put rules around who is and isn’t a legitimate service designer is we reduce the diversity of people who end up in the profession. This 3 day intensive masterclass is for anyone who wants to transition into the role of service design. Split over 3 weeks, we support people to become recognised service designers and give them the skills and techniques to design good services in any organisation. When a support rep is able to demonstrate sincere empathy for a frustrated customer, even just by reiterating the problem at hand, it can help to both placate (the customer feels heard) and actively please (the customer feel validated in their frustration). 5. Clear communication skills Search all previously sent responses by keyword, tag, and more to see if someone else on the team has already answered the question.Despite swathes of government (local and central) and the NHS delivering effective user centred services, it begs the question, how do we ensure that all public services across the UK are designed and built to better meet the needs of our users? This is not a new question but the reality still shows, from experience, that there remains significant differences in the understanding and appreciation of what a good service looks like and how you deliver them, or dare I say, whether this is important. According to Kristin Smaby in " Being Human is Good Business," “It’s time to consider an entirely different approach: Building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.” Relying on frameworks like the Net Promoter Score can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and “go-to” fixes for common problems. 16. Ability to handle surprises A whole service is everything required to make that journey work – content, materials, people, technology, policy, tools, processes. Understand what makes a good service for your users and identify key problems in your own service in this 1 day course that covers an in-depth view of the 15 principles of good service design.