Evaluation of service design project

1. Lesson learned
From Service Design Projects
- We want to make valuable services -
Kenji Hiramoto
Chief Strategist
Cabinet secretariat
(Ministry of Economy, Trade and Industry)

2. Fact of Service Design projects
 The service design team
 There are many self-defined service design specialists.
 The department of the service
 There is a parade of the negative word.
1
It’ impossible
I've never had a
problem.
There are
legislations
It bothers
everyone.
Busy
I will receive
complaints
No budget
Who has a
responsibility
about new
problem?
I have never
heard of such a
need.I can’t
understand.
The silos with service design flavor

3. Framework for sustainable services
2
Guidebook
Service design
guidebook
DX playbook
Training
Training course
for service
design
DX training
courses
Practice
Public service DB
Corporation Info.
DB
Evaluation
Workshop
Evaluation of the
projects
 We should design valuable and sustainable services.
 The framework is important to make the services.
Organization and team
Service design team in CAS
DX office in METI
Interoperability
IMI (Government Interoperability Framework）

4. Evaluation by principle for service design
 The success and failure cases of cross-organizational services are evaluated
in the 12 service design sections to clarify key points for implementation.
3
SystemDb Corporate
Info
SystemA SystemB
1. Start with user needs ○ Needs
Analysis
× Establish ID
number
×Order from
other team
×Order from
other division
2. Understand facts data ○ ○ × ○
3. Think end to end service ○ Case Study ○ Case Study ×Indifferent ×Close area
4. Make inclusive services ○ Interviews ○ Interviews ×Indifferent ×Indifferent
5. Make simple ○ API ○ API ○ ○
6. Use of digital technology ○ ○ × ×
7. Fit in daily life ○ ○ ×Indifferent ×Indifferent
8.Don’t make yourself too much ○ API Focus ○ API Focus ○ ○
9. Make in the open process ○ Workshops ○ Workshops ×Close team ×Close team
10. Use agile process ○ Phasing ○ Agile ×Water fall ×Water fall
11. Keep consistency ×Succession ○ ×Succession ○
12. Make a service, not a system ○ Service ○ Service ×System ×System

5. Evaluation by phase (The Double Diamond）
 "Early human resources, training", “sustainable operations" and "slump prevention" are important
4
Long period for
procurement
Request for
Agreement
to operate
United Kingdom "Design Council, the design Process:
What is the Double Diamond?"
Https://www.designcouncil.org.uk/news-opinion/design-
process-what-double-diamond)
Created based on
Stove pipe culture
(No vision)
Long period
to coordinate
Sequential
release from
Core function
Workshop and
questionnaire
Good
team
Candidates
refuse the
operation
Plan B
Interview Design with a focus on
scalability and flexibility
Prototype Revision and
version up
We will make
future plan
Lack of knowledge
and experience
Evaluation by
quantity, not quality
Transition to an operational division
with inadequate agreement
Developed in close team
without disclosing information
The problem is revealed
at the time of the offer
System
Db
Corporation
Info
System
A
System
B
Coordination Procurement
Discover Development DeliverDefine
Triger
Vision
& Plan
Solution
Operation
Good
team

6. Critical points to service design success
5
Good team, staffing(A team that is not afraid of risk)
• The members understand the service design and need.
• The members are good at negotiating and have open mind.
End-to-end thinking
• Not only the administration but also the private sector
How to make a operation Team
• Share your vision.
• In some cases, the final operating destination may not be determined at the initial stage. Even if
you don't come by agreement, you need to consider some candidates and should have plan B.
Open and agile
• We will find new needs and use cases through the open process of development.
Keep the Vision
• Everyone can see the vision anytime.

7. Problem of the lower speed in the middle stage
 Make the consent of the stakeholders
1. Go to the tough organization first and refine our strategy and
schedule.
2. Enough time to listen their opinions.
3. Share the need for service with the members of the tough
organization
4. Eliminate the reason for not doing , one by one
5. Persuade all other stakeholders first and tell them the result
6. Simulate the future with them. (Show them the good and bad
future scenarios)
 Make the procurement successful
Proceed quickly.
Select a talented developer
6
It is important to proceed it before everyone's enthusiasm cools down

8. Good team, staffing(A team that is not afraid of risk)
• The members understand the service design and need.
• The members are good at negotiating and have open mind.
End-to-end thinking
• Not only the administration but also the private sector
How to make a operation Team
• Share your vision.
• In some cases, the final operating destination may not be determined at the initial stage. Even if
you don't come by agreement, you need to consider some candidates and should have plan B.
Open and agile
• We will find new needs and use cases through the open process of development.
Keep the Vision
• Everyone can see the vision anytime.
Critical points to service design success
7
Ensuring data interoperability
It is keenly said in practice
Critical points for success

9. Service design cannot be achieved without interoperability
 In service design projects, we often connect the services and systems.
 Interoperability framework is important
8
Service
Barrier of digital services in Japan
60,000Kanji characters
Stamps
Complex Japanese expressions
+

10. The need for a service design scorecard
 Transparency is important for improvement.
 Compare services
 Secular change
9
サービス設計原則 2011 2013 2018
第１条 利用者のニーズから出発する 5 4 4
第２条 事実を詳細に把握する 5 5 5
第３条 エンド・ツー・エンドで考える 5 5 5
第４条 全ての関係者に気を配る 5 5 5
第５条 サービスはシンプルにする 5 5 5
第６条 デジタル技術を徹底的に活用する 5 5 5
第７条 利用者の日常体験に溶け込む 5 3 1
第８条 自分で作りすぎない 5 5 5
第９条 オープンにサービスを作る 5 5 4
第１０条 何度も繰り返す 5 3 1
第１１条 一遍にやらず、一貫してやる 4 5 1
第１２条 システムではなくサービスを作る 5 5 1
フェーズ 2011 2013 2018
発見 5
定義 5
開発 5
提供 5
運用 5 3 1
基盤 2011 2013 2018
体制・人材 5 3 1
インタオペラビリティ 3 4 5
ユーザー評価 2011 2013 2018
価値 5 3 1
満足度（総合） 5 4 4
満足度（品質） 5 4 3
満足度（時間） 5 4 3
Annual evaluation (Image)
Evaluating services: An exploratory approach beyond Service Design
https://www.ifm.eng.cam.ac.uk/.../EvaluatingServices_Foglieni.pdf
Evaluation by stakeholders (Image)
Principal
Phase
Basement
UX
Year
Phase
Stakeholders

11. 10
Impossible is just a big word thrown around by small men who
find it easier to live in the world they‘ve been given than to
explore the power they have to change it.
Impossible is not a fact. It’s an opinion.
Impossible is not a declaration. It‘s a dare.
Impossible is potential. Impossible is temporary. Impossible is
nothing.
- Muhammad Ali –
不可能は、変らなければならないことを探求するのではなく、与え
られた世界で安穏と暮らしている小さな奴らが投げかける言葉だ。
不可能は事実ではない。それは意見である。
不可能は公式に定められたものではない。それは挑戦である。
不可能は可能性である。不可能は一時的なものである。不可能なも
のなんてない。
- モハメド・アリ -