What is it?
Observing/shadowing citizens in their natural setting is a useful way of obtaining information on the current situation and how it operates.
Why use this technique?
Observation helps gain an understanding of the tacit problems and difficulties faced by those that are directly impacted; those problems that are otherwise unknown. Becoming fully aware of how the service being designed or redesigned currently functions allows you to devise the most appropriate solutions.
What does this technique look like?
Observations may look different depending on the service design project you are working on and at the IS we are always happy to support you prepare for conducting observations, for tailored or critical friend support please contact laura.santi@improvementservice.org.uk
Who is involved?
Observations should be conducted with a diverse range of stakeholders. who you engage with may look different depending on the service design project but should always include individuals and communities who are traditionally excluded from the decision-making table.
Skills required?
- Communication – including verbal and written communication is a required skill as all participants must be clear on the remit and purpose of the observation.
- Being present – when conducting observations, it is important to remain present and focused to ensure all verbal and non-verbal cues are registered and an authentic experience is recorded.
- Critical thinking – officers must be detail-orientated and be able to relate information gathered to the bigger picture and unveil the root cause of problems.
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The Scottish Approach to Service Design
The vision for the Scottish Approach to Service Design is that the people of Scotland are supported and empowered to actively participate in the definition, design and delivery of their public services (from policy making to live service improvement).
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The Double Diamond (Design Council)
The Double Diamond is a visual representation of the design and innovation process. It’s a simple way to describe the steps taken in any design and innovation project, irrespective of methods and tools used.