dundee, city of service design
TRANSCRIPT
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STEVEN KYLE
CITY OF SERVICE DESIGN
HAZEL WHITE
@StevenKyle10 @DundeeCouncil @hazelonewhite @openchange
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CASE STUDY
DUNDEE CITY COUNCIL THE CITY OF DESIGN ACADEMY TRAINING & MENTORING PROGRAMME.
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WHAT WORKED WELL
BARRIERS
INSIGHTS AROUND LEADERSHIP, COMMUNITY BUILDING AND SKILLS BUILDING
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DUNDEE
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SKILLS + KNOWLEDGE IN
COMPUTER GAMES
KEYHOLE SURGERY
LIFE SCIENCES
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V&A Dundee
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SCOTTISH GOVERNMENT SCOTTISH APPROACH TO SERVICE DESIGN
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18,000In Dundee’s population of 148,000 there are
42,000 people living in deprivation and nearly
children living in poverty.
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HOW CAN WE DO THINGS BETTER?
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DESIGN FOR SERVICES
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Ruth Watson Nile Edinburgh
Dr Qin Han STBY London
Lauren Currie The Good Lab London
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Ashwarya Iyengar Srishti Bangalore
Laura Malan uscreates London
Alina Achiricioaei Aaramis Riyadh
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LEADERSHIP COMMUNITY CAPACITY
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2 years 35 people
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18 months: nearly 1000 people
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Changing Mindsets Developing Service Design Skills
inside organisations
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SO WHERE DOES DUNDEE CITY COUNCIL FIT IN THAT FUTURE?
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DUNDEE CITY COUNCIL THE CITY OF DESIGN ACADEMY TRAINING & MENTORING PROGRAMME.
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MAKING THE CASE FOR SERVICE DESIGN INSIDETHE COUNCIL
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LEADERSHIP CONFERENCE
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11 INTERDISCIPLINARY TEAMS PITCHED IDEAS
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IMPROVE ATTAINMENT THROUGH BETTER COMMUNICATION BETWEEN SCHOOLS AND PARENTS/CARERS
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INTERVIEWS TO UNDERSTAND THE EXPERIENCES OF PUPILS, TEACHERS + PARENT/CARERS
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PROBLEM DEFINITION
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• Withheld number scares people • Jargon creates barriers • Parents know ideal method of
communication for them and their situation
• Parents don’t engage with parent’s evenings
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JOURNEY MAPPING
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IDEATION
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IDEATION
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BLUEPRINTING
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DELIVERY
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SCALE
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WHAT WORKED WELL
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LEADERSHIP
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TOOLS + METHODS
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School & Family Development Worker Sidlaw View Primary School
Principal Teacher of Music Morgan Academy
Marlowe Simpson
Melissa Cowan
DESIGN CHAMPIONS
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THE DIFFICULT BITS
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IT’S NOT ALWAYS GOING TO GO TO PLAN
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THE PROBLEM YOU SET OUT TO SOLVE IS NOT ALWAYS THE REAL PROBLEM
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IT’S HARD TO SHOW A SERVICE EXPERIENCE, BUT IT HELPS EVERYONE UNDERSTAND THE PROBLEM
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IT’S NOT JUST ABOUT COMING UP WITH IDEAS
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IDEAS ARE EASY IT’S THE IMPLEMENTATION THAT’S TRICKY
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VISION PLANNING IMPLEMENTATION
SERVICEDESIGN DOESN’T STOP HERE
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inside out council
outside in citizens
DESIGN SERVICES FROM THE INSIDE AND OUT
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IT’S NOT ONLY ABOUT CITIZENS
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WE NEED TO ENGAGE AND EMPATHISE WITH STAFF IF WE WANT THEM TO DO THE SAME WITH CITIZENS
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IT’S NOT EASY
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BUT IT IS REALLY, REALLY IMPORTANT
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IT’S NOT DONE IN ISOLATION
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WITHOUT METHODOLOGIES, IT’S LIKE CHASING SQUIRRELS
ALIGNING SERVICE DESIGN WITH EXISTING APPROACHES
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SOLUTIONPROBLEM THINKINGDESIGN
DEFINE
DELIVER
DISCOVER
DEVELOP
DESIGN CHAMPIONS
WORKSHOPS
PEOPLE PROJECT METHODOLOGIES
DESIGN TOOLS
CITY OF DESIGN ACADEMY
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SOLUTIONPROBLEM THINKINGDESIGN
DEFINE
DELIVER
DISCOVER
DEVELOP
DESIGN CHAMPIONS
WORKSHOPS
PEOPLE PROJECT METHODOLOGIES
DESIGN TOOLS
CITY OF DESIGN ACADEMY
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The key is not just having a small team of service designers, the key is building capacity within departments
CAPACITY
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COMMUNITY
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https://dundeedesignacademy.wordpress.com/
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ABERTAY UNIVERSITY NHS TAYSIDE CENTRE FOR CONTINUING MEDICAL EDUCATIONDUNDEE & ANGUS COLLEGE UNIVERSITY OF DUNDEEV&A DUNDEEHARRIS ACADEMY 15 SOCIAL ENTERPRISES CREATIVE DUNDEE EMPLOYABILITY PIPELINE GLOBAL SERVICE JAM
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COMMUNITY, CAPACITY + LEADERSHIP
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“Tomorrow I will design the future”
Participant Dundee City Council City of Design Academy
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STEVEN KYLE
CITY OF SERVICE DESIGN
HAZEL WHITE
@StevenKyle10 @DundeeCouncil @hazelonewhite @openchange