Evaluating Service Design : Service design thinks #1

4 May

One of the things I did in my blogging break was to have the significant honour of kicking off the Service Design Thinks discussion series as put together by Nick Marsh, Lauren Tan and Jaimes Nel. I discussed the very glamorous and necessary issue of  evaluating service design processes, and then promptly ran off to catch a sleeper train to the Isle of Eigg. (Will update you on that one later!)

You can see the talk here:

Alice Casey – How was it for you?

Techniques for evaluating the effectiveness of user engagement

The four key points I made could really apply to any user-centred public service development that you might be thinking about:

  1. It’s never too soon to think about evaluation; (it helps you plan your end goals and the best ways to know when you’ve reached them)
  2. Involve people in the evaluation process; (user voice is authentic and powerful, it helps you to define success from different points of view)
  3. Appreciate the policy context; (try and understand how to measure success from a ‘national targets’ point of view then don’t ‘just do a survey’)
  4. Tell a compelling story, (its all about mixing qualitative numbercrunching and quantitative storytelling to make a powerful and persuasive evaluation)

“Not everything that can be counted counts, and not everything that counts can be counted.”


About these ads

One Response to “Evaluating Service Design : Service design thinks #1”

Trackbacks/Pingbacks

  1. Tweets that mention Evaluating Service Design : Service design thinks #1 « Cased -- Topsy.com - May 4, 2010

    [...] This post was mentioned on Twitter by Alice Casey and Alice Casey, jurup. jurup said: Evaluating service design:4 key points to apply 2 any user-centred service development http://tinyurl.com/3a949ol (by @cased) #servicedesign [...]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Follow

Get every new post delivered to your Inbox.

Join 1,631 other followers

%d bloggers like this: