Service design is a human-centred design method that facilitates an in-depth understanding of stakeholders (e.g. clients and staff) in order to design programs, services, or products that best reflect their experiences and meet their needs. By empathizing and understanding stakeholder pain points, individuals designing programs and resources can create evidence-based solutions that create win-win interactions between service users and service providers.
Service design is not simply designing a service. Service design addresses how an organization gets something done. It ensures services are usable, desirable, and creates positive outcomes.
Why we use service design in our work
Prosper Canada began its service design journey in 2016 with an in-house design research manager and consultations with Bridgeable, a leading design firm based in Toronto, Ontario. Since building service design methodology into our project work, our staff and program delivery partners are able to learn more about the experiences of people living on low incomes, pinpoint organizational needs, and ensure programs and resources are designed with these learnings in mind. Service design also helps us think about how to best integrate programs and resources within partners’ existing services.
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