This document summarizes a discussion at a UK government service experience camp about characteristics of good services. It includes tweets from Martin Jordan sharing principles of good service design from various sources and asking participants to evaluate their own services against criteria like being useful, usable, desirable, findable, accessible, and trustworthy. Participants also discussed potential barriers to implementing the principles and shared examples of where they have been applied successfully.

1. Characteristics
of Good
Services
Service Experience Camp 2018
3 November
Martin Jordan @Martin_Jordan

2. @Martin_Jordan
What?
Why?

3. @Martin_Jordan
There are plenty of
principles out there.

4. @Martin_Jordan
designprinciplesftw.com

5. @Martin_Jordan
823

6. @Martin_Jordan

7. @Martin_Jordan

8. @Martin_Jordan

9. @Martin_Jordan

10. @Martin_Jordan
Read: Hugh Dubberly’s free book on design process maps

11. @Martin_Jordan
Process vs. outcome

12. @Martin_Jordan
How teams work
How well the outcome
works for service users

13. @Martin_Jordan
In your own words, what
does a good service look
like?

14. @Martin_Jordan
At the UK Government,
we discuss this a lot.

15. @Martin_Jordan
Because we are the biggest
and oldest service provider
of the country.

16. @Martin_Jordan
So asking ourselves what
does good look like comes
pretty late, to be honest.

17. @Martin_Jordan
Government provides
thousand of services.
So, it needs quality
standards.

18. @Martin_Jordan

19. @Martin_Jordan

20. @Martin_Jordan

21. @Martin_Jordan

22. How well does your service
meet these criteria today?
ACTI VITY
Individually, fill in the form [5 mins]

23. @Martin_Jordan
Count your responses.

24. @Martin_Jordan
You’re not the first people
to have a look at these.

25. @Martin_Jordan

26. @Martin_Jordan

27. @Martin_Jordan

28. What are the barriers?
ACTI VITY
[10 mins]
Choose one point which you think there would be
resistance, barriers or challenges to for your service.
Gather around that point.
In groups of 3, discuss the barriers and how you would
counter them. Capture your ideas on post-it notes.

29. @Martin_Jordan
Please tell us.
What are the barriers?

30. What are good examples?
ACTI VITY
[3 mins]
Discuss and note examples of where you have seen these
characteristics seen applied in existing services – from both
the private and public sector.

31. @Martin_Jordan
What’s next?

32. @Martin_Jordan
Now
on Fast
Company

33. @Martin_Jordan
Now
in the
Service
Manual

34. @Martin_Jordan
Later in
a book
by Lou

35. @Martin_Jordan
Thanks for
joining &
participating!
Martin Jordan
@Martin_Jordan
designnotes.blog.gov.uk