3. Define – My Council Works

An organisational analysis tool and it can be used to compare ‘as is’ with ‘how we want to be’.

Makes sure the potential benefits are achieved.

A tool to help generate ideas relating to a specific question or issue.

You can use this to map, discuss, design, and invent new business models and visualise the results.

Used to identify possible causes of a problem so they can be removed, ensuring the problem won’t happen again.

Enables you to track and describe the experience of the customer against their expectations and what you aspire to provide.

Going out and using the service you are interested in so that you can experience it first-hand.

Desktop research helps to set the scene for the service design that you are going to do. It can be

It is a visualisation tool that provides a structure for information gathered by cause and effect analysis.

Used to explore cause-and-effect relationships and to unearth underlying processes that are the root causes of a particular problem.

A checklist to make sure that, as you develop a new project or idea, you consider a range of questions.

Helps you to decide whether or not to make a particular decision or change by identifying factors (forces) for and

Used to detect emerging threats and opportunities to guide decision making.

Writing a mock letter to a service provider gives people an opportunity to draw upon the emotions they experience when

Information is gathered about people’s behaviour through watching how they navigate through a process / service journey, highlighting any areas

An interview with a user which is done in an open and transparent manner, where the user can see what

The Plan-Do-Study-Act cycle to conceptualise the process of continuous and iterative improvement.

It is about taking your research to the people you wish to engage with, rather than relying on them coming

Help you focus on and define the problem you want to concentrate on during your service design journey.

A project planning tool which is designed to be used in a collaborative environment and helps to sort ideas for

An approach to identifying problems designed to help you think about them in different ways and thereby widen the range

Help users to assess strategy against a range of plausible alternative futures, with the scenarios created providing a context to

Tree diagrams present causes and effects as a hierarchy and provide an alternative way for gathering and presenting information to