Service design and delivery process for sherpas - A practical approach to combining user-centred design, design thinking, lean and agile

The service design and delivery process is an iterative approach to build “services that are simpler, clearer and faster” using User-Centred Design and Design Thinking, Lean, and Agile while applying the DTA’s Digital Service Standard and its underpinning principles.

Sounds complex but it’s not. However, many teams seem to struggle with the idea of “how are we going to do this?”

This is a practitioner walkthrough on how to put all the pieces together, a practical approach based on experiences with teams delivering MVPs and service improvement projects, photos of real artefacts, and a few good stories so that you can start applying right away.


Outline/Structure of the Talk

  • Background
  • Why service design and delivery process?
  • DSS and underpinning principles
  • Key ingredients
  • Overall approach
  • How-to Discovery
  • How-to Alpha
  • How-to Beta
  • Live
  • Final thoughts
  • Additional resources

Learning Outcome

  • Understand the service design and delivery process
  • A practical approach to go from problem through Discovery, Alpha and Beta to Live
  • Understand the validated learnings and artefacts involved in the process
  • How to start applying

Target Audience

Anyone interested in applying the service design and delivery process to build “services that are simpler, clearer and faster”, especially useful for delivery teams and their executives

Prerequisites for Attendees

Ideally some basic knowledge of DTA’s Digital Service Standard, user-centred design and design thinking, lean, and agile but I will try to make it easy to understand for everyone

schedule Submitted 4 years ago

  • Laura Klobucar

    Laura Klobucar - Agile Change in a Federal Government Context

    Laura Klobucar
    Laura Klobucar
    schedule 4 years ago
    Sold Out!
    25 Mins
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