At Open we identify and examine customer issues. At DNA we deliver on that thinking.

"We cannot solve our problems with the same thinking we used when we created them." - Albert Einstein

Service Design

Great jam, pity about the sandwiches.

jam biscuit

Over two days in July, 30 plus people involved in service design in government agencies came together to jam. Over the day and a half of extremely intense activity those new to the service design process are introduced to some of its basic techniques. Then in small teams all participants have a nine to five day to address a particular service design challenge.  

This is the third kiwi Gov jam that has been run and is based on the annual international service design jam concept. The Kiwi Gov Jam is a public good initiative from, DNA, Optimal Experience, Thinkplace, UCOL and the Designers Institute of New Zealand(DINZ). The Result 10 team at DIA provide governmental support, hosting and logistics.

Over the day and a half of extremely intense activity those new to the service design process are introduced to some of its basic techniques. Then in small teams all participants have a nine to five day to address a particular service design challenge. The day includes live research on Wellington streets which sets the scene and grounds the teams in real user experiences – this apect exposes the passions, disappointments’ and points of pain that real users and citizens experience in current services.

Regular report backs and interventions from the team of experienced coaches keep the teams progressing and focussed. The teams in this Gov jam addressed one of two challenges:

> How can government engage better with citizens isolated from digital technology?

> How can government help NZ profit more from highly skilled but English language poor immigrants?

Many of the solutions were startlingly original and challenge the current orthodoxy and practice.  But at the jam it is not the outcome that counts it’s the process. Participants reported having been challenged, learning, enjoyed themselves, forged new networks and left inspired to improve practice back on the job. 

The only complaint was about lunch at the James Cook on the big day which, sadly, unforgivably, was plain and minimal!

The team of weary coaches and organisers will now take a break, forget how hard it was and get enthusiastic about doing it all a again in November.

At DNA we believe in the transformational power of design – our ongoing support of the Gov Jam is our contribution to making that view more prevalent so we can make the world a better place, step by small step.

The Kiwi Gov Jam coaching team was:

Anais Ardid - DNA, Noel Brown - DNA & UCOL, Frazer Ellis - DIA, Amie Holman - DIA, Emily Hudson - Optimal Experience, Chris Jackson - DNA, Dominic Tupu - DIA, Daniel Whiting - Thinkplace.

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