Charities have been designing services for years. Whether digital or in-person, good service design ensures people are supported and empowered to actively participate in the definition, design and delivery of the services they access. New approaches give simple techniques and processes to involve beneficiaries, staff, volunteers and partners in even more effective ways.

Here, Ross McCulloch introduces highlights from our Zoom call with global experts in the service design field.

Our speakers include:

Tom Norman - Head of Service Design, Barnardo's Innovation Lab

Tom has worked in the design space for 25 years, the last 6 years being dedicated to designing services for people and vulnerable communities within the public sector and charity space.

Cat Macaulay - Chief Design Officer, Scottish Government

For over 25 years Cat has helped people and organisations learn to make sense of the social world, and put that sense to work in product, service and technology design and innovation contexts.

Ben Holliday - Chief Design Officer, FutureGov

Ben has over 20 years experience of design, working extensively with public sector, not-for-profit, charity and arts organisations.

Liam Hinshelwood - Senior Service Designer, Snook

Liam will be sharing his years of experience working in the field of service design with us. Liam will focus on how to run remote sessions with users.

Key resources from this week include:

Barnardos - The 5 Es framework

The Catalyst - Working alongside young people to help them deliver peer-to-peer support

Barnardos4U Google Folder

Gov.scot - The Scottish Approach to Service Design (SAtSD)

Accessibility.scot - Accessible public services - Are we there yet?

SCVO - What's your problem?

Service Design Scotland Slack workspace

FutureGov - How to prioritise your services

Bath Kanter Blog - Five Tips for Nonprofits to Avoid Virtual Fatigue

You can find the main COVID-19: Digital service delivery for charities hub here.

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Episode 7 - Managing Risk and Misinformation

DigiListenBy SCVO DigitalMay 24, 2020