What Can User Experience Learn from Service Design?
summary
High digital conversion hides failure to create outcomes a site that converts into applications but not wins gets reworked end to end: content publishing turnaround falls from ~40 days to 24 hours for green items with a traffic light triage and trusted-publisher model, returning users climb 25 percent after clearer landing pages, a data platform plus HMRC matching and surveys surfaces roughly 500 wins vs 6 previously tracked, and automated metrics and APIs start replacing guesswork.
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chapters (15)
- 0:00Start
- 0:57What can user experience learn from service design?
- 1:14Service design is a holistic, user-centred approach to designing services
- 7:11Service design considers all of these elements in a service
- 8:25great.gov.uk and export opportunities
- 11:41The businesses that applied often weren't winning any work
- 28:36Effective services are run by well supported staff
- 35:23Successful services are aligned to the needs of the organisation
- 36:21What did we learn from service design?
- 38:36Services are driven by organisations, not run by product teams
- 39:37You can't demand culture change, only facilitate it
- 40:04The medium shouldn't matter when you're designing for outcomes
- 41:00If you don't design for outcomes, you'll never be able to measure them
- 41:41Without evidencing outcomes, there is no funding
- 42:45Service design asks you to think holistically
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