Service design

Public services should be easy to find, understand and use to complete a task.

Service design involves designing a series of steps that allow people to reach a goal, for example, apply for disability benefits or renew their passport. By considering the end-to-end journey, we move beyond thinking about one product, or one moment in time, towards delivering more considered public services that are holistic and user-centered.

“We need to think about how we create connections between our products so that we can allow them to be designed with consideration of the service(s) they will be used as part of.”
— Lou Downe, The School of Good Services

Our approach

Service designers at Blue Tiger consider services from beginning to end and from front to back. This means, every step along a journey and the many supporting processes, such as software, policies and people, that deliver a service. We work closely with product owners, user researchers and internal staff to gather information about how services are currently delivered and make decisions about ways to improve. Service designers create service blueprints and journey maps to help teams visualize, understand and align on what it takes to deliver a good service.

Why it matters

Service design involves thinking critically about how a service is currently delivered and strategies for improving it. It provides a more holistic way of thinking about public service delivery, bridging gaps between siloed departments and product teams who have never spoken to one another. When we connect these dots, we build more seamless user journeys and help people complete the tasks they set out to do.