Setting goals and KPIs
We start by understanding what you want to achieve as an organisation and how we’ll measure progress.
Great services feel like they're on your side, helping you in ways you hadn't thought possible.
Designing them means understanding users, organisations and constraints - then weaving together people, processes and technology, to deliver that seamless and supportive experience.
We start by understanding what you want to achieve as an organisation and how we’ll measure progress.
Mixed methods research to create a shared understanding of user (and staff) needs.
Mapping existing journeys, identifying positives, painpoints and opportunities.
Researching the technical environment to understand solution constraints.
Mapping a new system of interactions, people and processes to deliver an improved service.
Designing the specific digital and non-digital touchpoints that make up the service experience.
Creating testable prototypes to explore ideas and gather feedback from users and staff.
Testing experience design with users. Making sure the new envisaged service meets their needs.
Detailed design and technical development of systems and touchpoints.
Our team brings a wealth of experience in public service transformation, in both local and central government – working to the GOV.UK Service Standard using user-centred and agile ways of working.
In Discovery we seek to understand:
Then, armed with this insight we can:
Members of our team have delivered discovery work for Royal Navy, DoHSC, Cabinet Office, Bristol City Council, Public Health England, Dept of Transport amongst others.
During Alpha we identify the most risky assumptions underpinning our ideas. Will this meet really user needs? Will they choose to use it? Can we use this technology? Can we store the data securely? How much time will it actually save?
Then we find ways to test them out, for example by:
Only if we’re confident our solutions pass the tests do we make the case for entering Beta.
We’ve done Alpha phases for Bath and Northeast Somerset Council, Torfaen Borough Council, Enterprise Europe Network and National Cyber Security Centre.
During Beta and Live phases we work with our technical partners or in-house development teams to continue to iterate the service design with feedback from users. Our role includes
Our team has delivered Beta phases for Bath and Northeast Somerset Council, Torfaen Borough Council, Enterprise Europe Network and National Cyber Security Centre.
Client: B&NES Council
Creating ‘one team’ was important to us and this formed very quickly. Care was taken by Panda throughout the project, to ensure that our in-house Service Designers benefited from invaluable knowledge and skills transfer. The resultant enthusiasm, commitment and trust cannot be underestimated.
Jonathan Cordier, Head of Service Design, Bath and Northeast Somerset Council
Get in touch with Al:
07748 807 143
al@thinkpanda.co.uk