Course: What is the Service design process?
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Introduction

Welcome
Why I created this course
Process versus mindset
Service Design Processes by academics and authors

Introduction
Stickdorn Service Design Process
Service Design Process by Moritz 2005
Kuer Process Model
Austin Center for Design process model with culture & service gaps
New Service Development Cycle
Scheuing and Johnson Service Design Process
Connect Consortium Innovation process
Service innovation process based on foresight and service design
In house Service Design Processes

Introduction
Capital One Service Design Process
Service Design Framework by BT
Consultancies Service Design Process

Introduction
Evenson and Dubberly Service Design process
Continuous Service Design by Futurice
Frog Service Design Process
Koos service design
The "old" Livework's Service Design Process
The "new" Livework's Service Design Process
Service and Business Design Process by Livework
Engine Service Design Process
Whitespace's Enterprise Service Design Process
Nile's Service Design and Future Forecasting
Manyone's Service Design Process
Public Service Design Processes

Introduction
Service Design Playbook by British Columbia Government Public Service
Civic Service Design Process
Service Standard by the UK Government Digital Service
Digital Service Standard criteria by the Australian Digital Tranformation Agency
The Scottish Approach to Service Design (SAtSD)
Project X's innovation model by Innovationsguiden
Colour-in City design process
Go further: A guide for the application of Service Design in public organizations
Service design and delivery process by the Digitial Transformation Agency of the Australian Government
Design process that inspire Service Designers

Introduction
D. School Design Thinking
Human Centered Design by Design Kit and IDEO
Double Diamond by The Design Council
The Design Squiggle by Damien Newman
Google Design Sprint
Design Sprint Quarter by Design Sprint LTD
Entreprise Design Thinking by IBM
Strategy development process by ABB
Living Lab's Innovation Process
Going further

Bravo
But remember don't become a process asshole
The limitation of the project view
Books and articles to go further
Next recommended course and a little 🎁
Thank you note

The Scottish Approach to Service Design (SAtSD)

A bit of context

The Scottish Approach to Service Design (SAtSD) is a framework to guide how the Scottish Government creates public services. Here again as it was the case for the British government and the Australian one, it's more about principles than a step by step process to follow.

What I like about it

A few of the principles shared in this approach resonate particularly strongly with me. The first one is this idea to turning the common practice upside down. The second principle of this approach states:

"We design service journeys around people and not around how the public sector is organised"

This principle shows a deep understanding of how things are done usually and then offers an alternative. I kind of love such oppositions because they make clear what's the status quo we are fighting against. In a way, this principle is one you find in many stories: you need an "enemy" to make the story go forward. And the enemy is made clear already from the second principle.

Another principle that isn't as present in other processes is the sixth one. It says:

"We share and reuse user research insights, service patterns and components wherever possible".

Many service designers, include myself, often see our work from a project point view. Every project means we start again the full process. Here this principle recognizes the importance of recycling knowledge. Things we learned from one project can help kickstart another project. There is no need to always start from a blank sheet.

Go deeper

There is a pretty good documentation online about this Scottish Approach to Service Design. And if you prefer a good old PDF to print out they also provide the PDF version here.