Prior to my lecture, I haven’t heard much about design thinking, service design, lean management, or any other process design methodology to be applied in Polish governmental organization. Imagine my surprise when I was contacted by a former listener of my design thinking talk and invited to speak at the Polish Ministry of Digital Affair about my favorite methodology! I was thrilled to share my expertise with both the Ministry employees, as well as the listeners of the Polish National School of Public Administration.

It makes me happy to see that design thinking and service design thinking made their ways into the public sector in Poland. I don’t doubt that many services were designed that way previously (maybe), but the more we promote a conscious approach to creating anything, the better the results will be.

As a human-centered approach, design thinking is the right approach. In design thinking, nothing starts without empathy and getting to know the users, their current situation, their dreams, and pains. In the public sector, as the services are design for the citizens, this first stage is crucial to know how they wish to be serviced.

There are already great examples out there that prove the positive amalgamation of design thinking and service design. Let me take this opportunity to introduce them to you here:

Redesigning the voting system in Los Angeles
+ IDEO Case Study for redesigning the voting system
+ Bloomberg’s article about the redesign project
+ Using human-centered design to redesign the voting experience

Engaging citizens of Dublin in community revitalization
+ Washington Post’s article about the project of citizen engagement
+ Irish Time’s article about Dublin City Council using design thinking to engage its citizens
+ Research Gate paper about how design thinking created a cultural cluster in Dublin (downloadable)

There is also a pretty cool podcast episode from Why Service Design Thinking about service design (thinking) in government and public services, give it a listen:

TROCHĘ PO POLSKU / FOR POLISH SPEAKERS

Jeśli jesteście zainteresowani jakie inne przykłady wykorzystałam w mojej prezentacji, zapraszam do obejrzenia jej cyfrowej wersji. Wcale nie było łatwo zanleźć potwierdzone historie, gdzie to właśnie (service) design thinking zmienił całe projektowanie i wpłynął na sukces usługi. A jeszcze trudniej było znależć przykłady z naszego podwórka – dopiero podczas wykładu Dyrektora Departamentu Rozwoju Usług Cyfrowych Tomasza Napiórkowskiego dowiedziałam się, że metoda została wykorzystana do modernizacji istniejących formularzy do wymiany dowodu, rejestracji nowonarodzonego dziecka, wymiany dowodu rejestracyjnego i innych. Cieszy wiadomość, że w planach jest przeprojektowanie portalu ePuap czy stworzenie nowej wersji portalu obywatel.gov.pl, gdzie te usługi można załatwić.