Service Design Kits

Challenges

The project started with understanding the logic behind the process, connecting the customer’s building blocks/software components to the use cases, developing generic scenarios, and reflecting the GovStack approach. The project requires a balance of generality to be adaptable across different cases, while also maintaining a sense of realism to ensure practical applicability.

Here are some of the How-Might-We questions we raised during the project

HMW make GovStack's digital transformation strategies engaging and comprehensible for stakeholders without a technical background?

HMW design intuitive, easy-to-follow guides that demystify the digital transformation process for government agencies and developers?

Overall Methodology

This project involved a comprehensive approach to UX/UI design, divided into three main phases: Initial Analysis and Research, Simulation Development, and Expanding Use Cases and Template Creation. Each phase included a series of well-defined activities aimed at understanding user needs, developing functional and user-friendly simulations, and creating templates to facilitate future projects. Here’s a detailed breakdown of the activities conducted during each phase:

Phase 1

Initial Analysis and
Research

Defining Project Scope: Establishing the boundaries and deliverables of the project to ensure alignment with stakeholders' expectations.

Understanding Customer Goals: Identifying and understanding the primary objectives and goals of the customers to tailor the solution accordingly.

Conducting Business Analysis: Analyzing business needs and requirements to ensure the solution aligns with business objectives.

Conducting Research and Interviews: Gathering qualitative and quantitative data through user research and interviews to inform the design process.

Empathy Map Workshop with Target User Groups: Conducting workshops to create empathy maps, helping to understand users' feelings, thoughts, and needs.

Interviews and Workshops with Stakeholders: Engaging directly with stakeholdersthrough interviews and workshops to gather detailed insights and feedback.

Example Screenshot from the workshops

Phase 2

Simulation
Development

Use Case Analysis: Analyzing specific use cases to understand the requirements and functionality needed for the simulation.

Workshop with the Stakeholders Regarding BBs Roles: Collaborating with stakeholders to define and clarify the roles within the BBs framework.

Wireframing of the Simulation: Creating initial wireframes to visualize the layout and functionality of the simulation.

User Testing Preparation: Preparing for user testing by setting up testing environments and scenarios.

Prototyping (Figma): Developing interactive prototypes using Figma to visualize and test the simulation.

User Testing (Thinking Aloud Test with Figma Prototype): Conducting user testing sessions where users verbalize their thoughts while interacting with the Figma prototype.

Iteration and Refinement: Making iterative improvements based on user feedback and testing results.

Documentation with Developers: Documenting the design and functionality details for developers to ensure accurate implementation.

Deployment: Finalizing and deploying the simulation for customer use.

GovStack Simulation

Phase 3

Expanding Use Cases and Template Creation

Conducting Initial Research and Interviews with Various Users Regarding New Use Cases: Collected data to understand new user needs and scenarios.

Analyzing Additional Use Cases: Evaluated new use cases to expand the product's functionality.

Creating User Flows (Workshops): Developed user flows through collaborative workshops.

Creating Service Blueprints (Workshops): Mapped out comprehensive service blueprints in workshops.

Designing User Interfaces: Crafted user interfaces based on the new use cases.

Conducting User Testing: Tested the new interfaces with users to gather feedback.

Iteration and Refinement: Improved designs through iterative testing and feedback.

Documentation with Developers: Documented design specifications for developers.

Deployment: Deployed the new use cases and interfaces.

Creating Service Blueprint Templates: Developed reusable templates for service blueprints.

Creating Journey Mapping Templates: Designed templates to map user journeys.

Creating Tutorial Videos for Templates: Produced instructional videos to guide stakeholders in using the templates.

Example Service Blueprint Visual

Deliverables

Communicating Vision Through Simulation: Recognizing the need to illustrate GovStack's approach vividly, we developed an interactive simulation. I contributed significantly to this tool, which served as a critical bridge, conveying complex digital transformation concepts to potential clients and stakeholders in an engaging manner.
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Link: Experience a Use Case with Simulation

Use Case Simulation

Guiding Digital Transformation: Through the meticulous use case studies, I engaged in the detailed analysis and design of digitalization tools and templates. These were crafted to steer government agencies and developers toward efficient, user-centric solutions, addressing the dire need for streamlined public services.

Link: Service Design Best Practices and Figjam Templates

Journey Mapping Kit Tutorial

Service Blueprint Kit Tutorial

Creating example eGov Services: In addition to templates, I designed services to provide a realistic but generalized representation of the actual use cases, to support the implementing country and validate the Govstack specification while using our templates and methodologies.

Link: High School Certificate - Methodology Demo