Start with needs*
*user needs not government needs
Service design starts with identifying user needs. If you don’t know what the user needs are, you won’t build the right thing. Do research, analyse data, talk to users. Don’t make assumptions. Have empathy for users, and should remember that what they ask for isn't always what they need.
- What we mean when we say “service transformation”, by Mike Bracken
- Most of government is mostly service design most of the time, by Matt Edgar
- Vertical campfires: our user research walls, by Kate Towsey