Introduction
What is Service Design?
Service design is about creating services that truly meet the needs of the people who use them. By understanding users and customers, we can design solutions that work in real life. Service design involves engaging users throughout the process, so decisions are based on evidence, not assumptions.
We use service design to improve existing services and to create new ones as part of our commissioning process.
How we design services
When we design services, we take a holistic approach:
- End-to-end: From the moment a user starts trying to achieve a goal to when they finish. Covering all steps, content, and transactions, regardless of which department delivers the service.
- Front to back: From the user-facing experience to the internal processes, policies, and the organisational, financial, and governance structures that support the service.
- Across every channel: Digital, phone, post, face-to-face, and physical elements.
Our Service Design Model
The Service Design Model illustrates the steps in this toolkit that guide you through the process of delivering effective service design.
