Service Design - a short playbook
posted 7th July 2025
What this Is
This playbook is for public sector leaders, service managers and changemakers who want to make services work better for users, for frontline staff and for the organisations behind them.
Most services weren’t designed. They evolved and were shaped by legacy systems, siloed decisions, quick fixes and stretched teams. That’s how we end up with services that don't deliver to their potential. Design gives us a way to step back, look at the whole picture and ask better questions so we can delivery meaningful impact.
It offers a practical walk-through of four key stages of service design and shows how to strengthen the four pillars of great services as you iterate and improve.
