In our recent series of blog posts, we’ve shared our thinking around understanding your services and how to prioritise which services to work on.
The next challenge is how you approach the design of your services.
If your ambition is to improve how services already work then this is more straightforward. But, if your ambition is to start to join up different user journeys and interactions, then there’s a bigger challenge and opportunity for service transformation that can create more value for users and your organisation.
Introducing life events
Life events are an approach to designing services to meet people’s needs.
Think of these as trigger points for a user journey or the underlying problem that someone is trying to solve. They are the reason that people interact with or contact your organisation.
When we’re designing services, this is where things start to get interesting. Life events are a different way of organising how services work. They’re a way that user journeys, tasks and different types of interactions can be joined up, including journeys and interactions that sit across different partners and organisations.