Canadian Government Executive - Volume 24 - Issue 05

UNDERSTAND NATURE OF CHALLENGE Instead of rushing to “solutions,” co-creators explore a challenge holistically, getting to the roots of the matter and revisiting taken-for-granted assumptions. ORIENT TO DESIGN THINKING Design is a sensibility, a way of seeing the world, and a set of applied disciplines. Yet laypeople should not be excluded. So a new way of thinking is taught. INVOLVING A diverse group of stakeholders (including clients) are invited into the design process to co-create a service. EXPERIMENT AND TEST ASSUMPTIONS New service designs are put to the test with real clients. The trial-and-error provides a more assured basis to proceed with certain design decisions. TELL THE STORY, SHOW THE BENEFITS The merits of a design are not obvious to everyone. A new story is created. Benefits are made tangible: shown to clients and stakeholders, not just talked about. PROTOTYPE PROMISING OPTIONS Working versions of the service are mocked up quickly to establish viability and explore options. Discoveries emerge. Revisions and refinements are made. BUILD THE SUPPORT SYSTEM Services rely on technological platforms built with open standards. Behind-the-scenes processes are required. Those logistics help the service scale to meet demand. Design labs make public services client-centred and system savvy, not merely convenient for administrators. This graphic shows how they work. 1 2 � � � � � � 16 / Canadian Government Executive // October/November 2018