
Service design seems unlikely to be ‘enough’ in itself. For one thing, it tends to deliver incremental improvement rather than transformational change. Whilst powerful, this is still limited in range. We simply don’t have time for ‘incremental‘ at this point.
In the digital community, people are great at making things happen, at being pragmatic, at working in the open and at pace. The other side of this though, is that it doesn’t always feel authentic in terms of acknowledging the complexity, and the messiness of human life. It can work well for transactional government services but doesn’t neatly translate to other contexts. The urge to get things done can also knock important things out of the way, and this means they don’t always take root.
In the digital community, people are great at making things happen, at being pragmatic, at working in the open and at pace. The other side of this though, is that it doesn’t always feel authentic in terms of acknowledging the complexity, and the messiness of human life. It can work well for transactional government services but doesn’t neatly translate to other contexts.…