13 March 2013

Design and public services

Be the first to share

Design and Public Services is the second publication in the UK Design Commission‘s ‘Restarting Britain’ series. The first set out the strategic importance of design education as a driver of economic renewal and growth. This 64-page report turns to the question of public service renewal.

In the context of politics and governing, the word ‘design’ is applied liberally – the design of legislation, the design of policy, the design of public services – with little thought as to the significance of the word itself. Here the Design Commission shifts its focus to that word ‘design’, and explore its potential for creating cost-effective public services in the 21st century. Part-polemic, part-manual, this report is the culmination of a nine month inquiry, and the Commission’s response to a substantially increased appetite for more information on the subject of design in public services.

Co-author Nat Hunter of The RSA writes: “Design can make a huge impact in public service but is not commonly used to do so. It is still often misunderstood as being all about posters and soft furnishings, and not seen as a discipline that has potential to create enormous change that is better for the end user and saves money to boot. Good design turns problems on its head and starts with walking in the shoes of the users, not with the problems of the providers. During the inquiry we heard many examples of how great design had created huge organisational change, bringing empathy and kindness into public service, bearing in mind inclusion and access at all times, and, of course, saving vast amounts of money.”

Be the first to share
30 January 2016
Is design thinking the next big thing for U.S. power?
The U.S. Army is already using design thinking to inform its battle doctrine, and now voices go up to apply it to US foreign policy as well. Design Thinking Comes to the U.S. Army by Roger Martin The …
27 January 2016
The privatization of human rights: illusions of consent, automation and neutrality
The privatization of human rights: illusions of consent, automation and neutrality by Emily Taylor Published by the Centre for International Governance Innovation and Chatham House 2016 The Internet enables the free flow of information on an unprecedented scale …
24 January 2016
The grand illusion of empowerment
Financial times journalist/anthropologist Gillian Tett deconstructs the idea that the internet hands power to the people. In fact, she writes, in most countries power remains firmly in the hands of the elite. The bitter — and …
22 January 2016
Creating age-friendly cities
In a new report the McGraw Hill Financial Global Institute (MHFI) argues that we need a new thinking about how to create "age-friendly cities." Adapting to the challenges of an aging urban population, they write, requires …
6 January 2016
[Book] Service Design for Business
Service Design for Business: A Practical Guide to Optimizing the Customer Experience Ben Reason, Lavrans Løvlie, Melvin Brand Flu Wiley Publishers December 2015, 208 pages Abstract Service Design for Business helps you transform your customer's experience and keep them engaged …
4 January 2016
[Reports] Shaping the Library to the Life of the User
Shaping the Library to the Life of the User: Adapting, Empowering, Partnering, Engaging by Merrilee Proffitt, James Michalko and Melissa Renspie OCLC Online Computer Library Center, Inc. December 2015, 15 pages This report provides a recap of the October …
4 January 2016
How focus on UX helped gov.uk win design of the year
The goal of self-service sites is to help users find answers themselves, forestalling the need to contact a real person. When such a site is done right, it leads you straight from symptoms to diagnosis …
31 December 2015
[Report] Easier Said Than Done
Easier Said Than Done: Why we struggle with healthy behaviours and what to do about it By Nathalie Spencer RSA, December 2015 Many of us know what we should be doing to live healthily, yet many of us …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

1 January 2016
For when things get personal…
13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

See all articles