SD Network at ERC by Dom Cardwell https://padlet.com/domcardwell/SDNetworkERC How the SD network can help integrate the Scottish Approach to Service Design at ERC en-us 2021-09-03 08:13:53 UTC 2021-09-22 08:53:17 UTC hello@padlet.com https://padlet-uploads.storage.googleapis.com/704886514/302e799ccef1805d055538b1ff6f5d88/ERCLeavesPadded.png Outcome is already determined domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1714967742 I am often given a fully formed product to work with, so service design has already taken place without user input that we can influence.]]> 2021-09-03 09:49:41 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1714967742 Share and reuse findings domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1714970660 I would like to develop approaches  that are short, sharp and where the findings can be used more than once across multiple projects.]]> 2021-09-03 09:53:31 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1714970660 SD approaches already being used domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1714988414 At ERC I've been using personas, empathy mapping, pop ups for the Council Tax and Benefits project.]]> 2021-09-03 10:15:04 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1714988414 Buy in from snr management domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715070198 2021-09-03 11:47:58 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715070198 Adequate Resources domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715090971 Time, Technology and staff]]> 2021-09-03 12:06:44 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715090971 Team involved comfortable with the tech involved domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715093969 2021-09-03 12:08:37 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715093969 Need knowledge, skills and training to implement SD domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715097542 2021-09-03 12:10:27 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715097542 ERC culture has to change to embrace SD domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715098168 2021-09-03 12:10:42 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715098168 Sharing knowledge & experience with other councils domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715098825 2021-09-03 12:11:09 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715098825 Tapping into national networks domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715111488 2021-09-03 12:21:05 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715111488 Ongoing coordinator to help develop and keep our network vibrant domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715112447 2021-09-03 12:21:48 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715112447 Collaborative approach. Breaking down silos between departments. Learning from each other domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715112938 2021-09-03 12:22:13 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715112938 People need to start doing, learn by doing. Culture shift domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715113301 2021-09-03 12:22:30 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715113301 Filter down management tiers for buy in domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715113671 2021-09-03 12:22:48 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715113671 Other councils domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715113945 2021-09-03 12:22:58 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715113945 External partners relevant to project domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715114102 2021-09-03 12:23:06 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715114102 Service Design experts domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715114378 2021-09-03 12:23:18 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715114378 Can do attitude and learn from each other domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715115525 2021-09-03 12:24:04 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715115525 Build on customer base and internal relationships with other departments domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715116222 2021-09-03 12:24:28 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715116222 Breaking down the "that's how it's always been" mentality domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715117754 Often we don't even know why]]> 2021-09-03 12:25:28 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715117754 Empower staff to recognise that change needs to happen domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715118115 2021-09-03 12:25:47 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715118115 Cross department working domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715120141 HSCP, Environment, CCS, Education e.g. same kinds of teams within separate departments]]> 2021-09-03 12:27:06 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715120141 Staff have autonomy and resource domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715120791 Not feeling like there's a set end goal in mind]]> 2021-09-03 12:27:35 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715120791 The network should act as critical friend across the business domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715122403 posing the 'why do we do this' question and sensitively challenging]]> 2021-09-03 12:28:46 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715122403 To have SD become a way of life at ERC domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715122878 2021-09-03 12:29:08 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715122878 To have a culture change that's embedded domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715123292 2021-09-03 12:29:28 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715123292 Sharing our insights with other teams domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715123875 2021-09-03 12:29:52 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715123875 Network has to be active, live, develop and build domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715124646 2021-09-03 12:30:27 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715124646 To have the time to use the resources and add to the network domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715157397 2021-09-03 12:51:16 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715157397 Use the techniques in every project, major or minor domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715158461 2021-09-03 12:51:58 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715158461 Sharing good examples from the network domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1715159824 Show and tell... this is how we did this. Sharing not just with our own team. Break down silos.]]> 2021-09-03 12:52:48 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1715159824 Keep our resources up to date and relevant domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719385973 2021-09-06 13:42:58 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719385973 Reminders of how to use templates domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719404735 How to guides all in one place]]> 2021-09-06 13:52:07 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719404735 Sharing examples of design stories and case studies domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719406279 2021-09-06 13:52:50 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719406279 Share outputs of SD work with others domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719419179 An area for sharing the consultation outputs of SD work with certain customer groups - so it can be shared with others gathering info on these groups]]> 2021-09-06 13:58:43 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719419179 Shared strategic approach to customer engagement domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719420852 2021-09-06 13:59:32 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719420852 "this is the way it's always been done" domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719443804 fear of change (or that this might involve more work)]]> 2021-09-06 14:11:04 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719443804 Lockdown restrictions can make things difficult domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719446842 2021-09-06 14:12:40 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719446842 ER culture around learning from mistakes and not being prepared to make mistakes domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719450299 2021-09-06 14:14:26 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719450299 Having the skillset in the team to capture the data as well as analyse and use it. domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719451063 Not a given that everyone has these skills.]]> 2021-09-06 14:14:49 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719451063 Getting the message and best practices back up to senior management so it's not just the people in the network supporting it domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719463658 2021-09-06 14:21:15 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719463658 Time/resources - focus on "day to day" therefore a challenge to do this. domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719464341 2021-09-06 14:21:36 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719464341 We could work with comms to get communications out about success stories domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719465091 2021-09-06 14:21:59 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719465091 Range of different approaches - what's best to use in what situation? domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719466219 2021-09-06 14:22:33 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719466219 Challenge of allowing additional time to plan to use the tools & techniques of service design domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719467938 not just doing "what we've done before".]]> 2021-09-06 14:23:22 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719467938 Someone driving the network forward to keep the momentum going. domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719472119 2021-09-06 14:25:29 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719472119 Covid - if customers aren't technical than hard to access domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719472304 2021-09-06 14:25:35 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719472304 not having leadership / manager buy in for service design domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719482238 due to lack of understanding or unfamiliarity with it]]> 2021-09-06 14:30:31 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719482238 Lack of sharing good and bad experiences domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719483147 to prevent others making the same mistakes]]> 2021-09-06 14:30:53 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719483147 Understanding from senior managers on time scales (and importance) of user research domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719483958 2021-09-06 14:31:17 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719483958 Access to technology and physical resources domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1719484422 2021-09-06 14:31:31 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1719484422 Can we use the existing data we have on customers? domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1737294373 2021-09-13 20:11:19 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1737294373 Develop Personas and FAQs around SD approaches domcardwell https://padlet.com/domcardwell/SDNetworkERC/wish/1737300354 2021-09-13 20:14:33 UTC https://padlet.com/domcardwell/SDNetworkERC/wish/1737300354