Oct 11, 2021

7 min read

The Future of Service Design

illustrations from the article to express concept like collaboration, co-design, having a seat at the table, the covid effect and the journey to the future

“I want to see more people in design leadership positions. I want to see more women in design leadership positions. The side projects I choose to do in my spare time, are helping to build up that community of people to be the potential future design leaders.”

illustration of a service designer having a seat at the table among others
illustration of people helping and supporting each other

“Co-designing and bringing people in at day one — just having that as our default working pattern would be good.”

illustration of different people working together with 5 hands reaching to each other

Instead of asking “what is the public experience of X organisation in Scotland during lockdown” we could be asking “What is the public experience of public services during lockdown“.

“Public sector is not always the right place and doesn’t have the resources to deliver on a lot of the service needs of citizens; the private sector doesn’t always have the perspective and the right driver in order to deliver for citizens’ needs. So there needs to be much more integration between the two [public / private].”

signpost with the text: SD future

Future of service design in Scotland

“We need to think about it in terms of education and healthcare within the community. We have to think about the big problems that face Scotland in terms of homelessness, the drugs crisis — How those communities directly affected can design solutions to those problems.”

“Things like booking an appointment happen over and over again, every single day in so many different places. So if we actually set out and sort out how that works for patients, for staff, for the system — so that all three get a good deal out of this and we back that up with the software we design, the data we need for it all.”

Expectation from the future Service Design community

illustration of a covid virus with an arrow going up from left to right

An optimistic take on Covid-19

“At the moment, we’re all thinking about how to do things in different ways because we have to. Well, let’s not forget that, let’s capture it to keep reminding us. Because again, it’s that thing about power. Because those in power want us to forget those things, right? So we have to make sure that we don’t.”


Contextualising Insights

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