Benefits to the client and the organisation
At the beginning of 2018, our client decided to incorporate Project X into their organisation in order to continue spreading and supporting user-centred development work among its members. As an in-house project, our focus is to keep developing support tools for the public sector to work more independently with user-driven innovation and public service development. Through Project X we can provide concrete support for business development. Since the support is designed as training and education as well as a comprehensive digital
support, members can use it in the way that suits them best. Additionally, service design as a mindset is used to a greater extent within our own organisation.
Public welfare is facing major challenges in many OECD countries. Project X is a very good example of a concrete tool that helps meet these challenges at a local and regional level. The way in which the project team contributes to the work is impressive. Based on deep knowledge of the theory as well as practical application, the team disseminates service design to the public sector in a new thoughtful, funny and entertaining way. There is an immense potential to spread this form of work to other actors. If the initiative is awarded it will
contribute to spreading methods and ways of working on a broader international scale.
Benefits for the market as a whole
The interest for our initiative - our step-by-step instructions and accompanying templates, training, films etc, is increasing each day throughout the public sector. The idea is that participants in our programmes and courses (close to 1000 people) will pass the work method on within their own organisations throughout the country, which has already started to happen. We also see that a growing interest for service design, in general, has gone hand in hand with our (client’s) members’ involvement in the project. This is also happening outside of our member base, within government agencies and private actors. This shows the potential for our support tools to be used by a wider audience. Our project is definitely contributing to a growing buzz around service design in Sweden.
Since 2016, around 130 teams (700 people) have participated in our development programme, from close to 100 different municipalities, regions, and national organisations from the public sector. 220 people have participated in our crash course in service design. We have created a sought-after service for our client’s/our members, and we see examples everyday of how it helps develop better public services around the country as well as spreading service design as a go-to approach for development work, which is what we set out to do.
Some member organisations have started to use our support tools independently, creating their own courses and development programmes around it. Some have even introduced policies to always use our model or a service design perspective in all development projects. Others have started to employ service designers as well as training current staff to be able to lead service design projects and teach the method to others. We are even being contacted for advice from members who wish to begin public procurement processes with service design agencies (see above for similar impact on market as a whole).
Evaluations from the pilot shows that although the teams rarely develop any radical innovations, their solutions are still of great value to the users. The participants’ learn a new way of working which encourages a change in mindset and willingness to change. Meeting users and learning how to systematically understand their needs creates a driving force and joy at work for employees working with the model. Past beliefs about what is important are questioned and fundamental issues in service delivery have been revealed, and the users often give positive feedback to the teams because they feel involved in the development of the services that affect them. As for concrete services that have been developed in our programme, there are more than there are teams, but below are a few examples.