Service Design in Government and Public Services with Benjamin Taylor | #18
One of the most important applications of service design is in the government or public services sector, where there is a big potential to create efficiency and meaningful change. We talk with Benjamin Taylor, who is a consultant in public services. As the founder of RedQuadrant management consultancy and a Chief Executive of the nonprofit Public Service Transformation Academy, Benjamin has a long history of innovating public services. He shares his ideas on why service design is essential in empowering public service providers to serve their constituents. We even discuss a story of how service design was utilized within the government in Armenia (my hometown!).
Bonus! Benjamin was kind enough to invite me as a guest on his own podcast, Outliers Inn, to talk about service design. Check out the episode.
"Stop Trying to Delight Your Customers" - Harvard Business review article
Connect with Benjamin:
This episode's design challenge:
Think about a service that you interact with on a daily basis. Ask the following:
What is the need of this service (for example, with public transportation, the need is getting from A to B)?
What is the purpose (in the same example, the purpose is to go to work and collaborate with colleagues)?
Can that need or purpose be met in a different way?
Please share your thoughts in the comments below!