The Journey to the Interface project
How service design can connect users to reform
Drawing on all of our public services work of the last three years, as well as over fifty interviews with service innovators in the public, commercial and voluntary sectors, this project explores the emerging discipline of service design, and what it has to offer to ways of approaching the transformation of public services.
From DIY to DFY?
12:00am Wednesday, 12th July 2006
Last week we published The Journey to the Interface: how public service design can connect users to reform. One of the things we argue is that we need to stop viewing services as commodities where their value lies in being an efficient operation: instead, their value lies in something less tangible - the sense that they are supporting you, helping you uncover your needs, working for and on behalf of you. Back in 2002, The Support Economy argued that support would become the new 'metaproduct'. This year we've seen some hints that this prediction will come true. From DIY being replaced by DFY (do it for you), to personal travel agents being the new rivals to Travelocity, opodo et al, to Alex Cheatle at TEN UK selling support rather than specific products and services, it looks like we are losing interest in assembling our own lives and looking for people who can help us out. Seeing services as a form of support like this has some big implications for the reform agenda in public services, which we explore in the pamphlet. Let us know what you think.
LOGIN to add comments
Comments