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Policy that “lands right first time” may be a noble ambition but it’s a lousy strategy

Policy that “lands right first time” may be a noble ambition but it’s a lousy strategy

Written by Darius on 9th March in Policy design, Service design it has No Comments

Written by Darius on 9th March in Policy design, Service design it has No Comments

There’s a quote often (wrongly) attributed to Einstein: “Insanity is doing the same thing over and over again and expecting different results.” Government, it appears, hasn’t got the memo. We’re repeatedly guilty of attempting ‘decisive action’ based on little evidence and with strong incentives not to change strategy if we get it wrong. And getting it wrong is Read the full article…

5 things a service designer in government needs to be good at

Written by Darius on 9th March in Service design it has No Comments

Written by Darius on 9th March in Service design it has No Comments

We work with policy teams to design new public services, mostly in wicked problem spaces. Policy officials are often very interested in the “secret sauce” of service design, so here’s my take on the 5 essential things a service designer needs to do when designing or transforming a public service. It’s based on watching and Read the full article…

Tell me about your life. Make sure it fits on a post-it note.

Written by Darius on 9th March in Research, Service design it has No Comments

Written by Darius on 9th March in Research, Service design it has No Comments

Occasionally my work makes me look in the mirror. It’s not always comfortable viewing. Designers of public services are used to using Pareto logic: you seek the 80% of benefit by actively letting the edge cases slide, even if the edge cases are actually pretty big. On many services it’s probably acceptable to treat 20% Read the full article…

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