Seldom Heard Voices

Mike Press and Hazel White of Open Change prepared Learning Folders with information and design templates for service design. An interesting aspect of service design is about the "seldom heard voices" which is normally referred to as "hard to reach". The latter in service design is criticised for implying that there is something different about these people that makes their engagement with services difficult, when the reality is that this group are actually preoccupied with attempting fulfil their basic needs.

Double Diamond

The cornerstone of Service Design is The Design Council Double Diamond theory

Discover = Thinking broadly; Observing, reading and talking to a wide range of people.

Define= Critical + analytical thinking, narrowing down options and focusing on a particular issue.

Develop= Broadening out thinking to generate a number of possible solutions.

Deliver = Narrowing down to focus on one solution to refine and gather feedback.

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