Back Casting

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Overview Back Casting is a project planning tool which helps you work backwards from how a new service should look, to help you figure out what needs to be done to implement it. Also known as The tool Back Casting can be used to help create a visual timeline. Starting at a future date, when […]

Benefits realisation

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Overview Benefits realisation makes sure the potential benefits of a project or programme of change are achieved. Benefits realisation helps you identify, define, measure, and monitor the improvements you make when carrying out improvement or change projects. Also known as The tool Stages of a project Questions you need to ask Benefits review plan Stages […]

Business Model Canvas

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Overview Business Model Canvas is a way to visualise your business. You can use this to map, discuss, design, and invent new business models. Also known as The tool The tool can be used to describe, design, and develop a service. The canvas breaks the business down into chucks that help you to visualise the […]

Fisher’s transition curve

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Overview Provides an insight to how individuals respond to change. Also known as The tool Fisher’s Process of Transition, and its associated Personal Transition Curve (see following diagram), provides an insight into how individuals respond to change. The Process of Transition shows how the change process affects individuals. Being mindful of the Process of Transition […]

PDSA cycle

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Overview The Plan-Do-Study-Act (PDSA) Cycle is used to help conceptualise the process of continuous, and iterative, improvement. Also known as Deming cycle. Improvement cycle. Plan-Do-Check-Act (PDCA) cycle. The tool The model ensures impacts of incremental improvement actions are monitored, measured, learned from, and responded to in appropriate ways. The four stages of the cycle are […]

Observations

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Overview Information is gathered about people’s behaviour through watching how they navigate through a process / service journey, highlighting any areas where they experience difficulties. Observation can provide new insights, additional to those related during workshop discussions. Also known as The tool Observation may be: Participatory In participatory observation you interact with the user as […]

Open user interviews

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Overview This is an interview with a user which is done in an open and transparent manner, where the user can see what you are writing down. Also known as Cheerful chats (Service Design Academy) The tool Maybe Cheerful chats gives a warm, cuddly, informal feeling, but open user interview gives more of a sense […]

Planning pizza

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Overview The planning pizza template is a project planning tool which is designed to be used in a collaborative environment and helps to sort ideas for project implementation into themes. Also known as The tool The template (developed by the Service Design Academy), helps to structure co-design activities when planning how to put ideas into […]

Pop-up research

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Overview Pop-up research is more about where you gather information / carry out your research than it is about the research methods you choose to use. It is about taking your research to the people you wish to engage with, rather than relying on them coming to you. Also known as The tool The template […]

Stinky fish

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Overview Stinky Fish focuses on sharing any concerns related to the overall theme. Also known as The tool Asking questions is a useful way to understand new ideas. By developing a comprehensive list of questions, and then answering them, you can understand the issue you are investigating as fully as possible. By taking time to […]