Even though he had been sick for a while, the final stage of his life felt exceptionally rushed.
It was a blur of trips to the hospital, visits from friends and quiet time reflecting with family.
When he passed, suddenly it became all about administration and grief.
Funeral planning, ‘Possession Management’ and quiet solace.
Reflecting on this experience led me down the path of asking what could be designed to help people plan the last stage of their life.
After I built and tested this canvas on myself, I realised it had a nice unintended consequence.
It highlighted the things…
Like most art forms, drumming is built upon blocks of knowledge & technique that are foundational to learning the instrument.
These blocks are called rudiments.
Now there may be over 1,000 rudiments internationally, but the Percussive Arts Society has identified 40 rudiments (of which 26 are considered essential).
These are grouped into 4 main categories (Rolls,Diddles, Flams and Drags) and work across all styles of music.
After struggling for an hour behind the kit trying to perfect playing Triple Ratamacues at a super soft volume.
It got me thinking …
What would the 26 Rudiments of Service Design Be?
I’ve resisted the urge to write this blog for a long time.
There are a sea of fantastic resources about how to discover and deliver on the unmet needs of customers, and out of my own feelings of insecurity I didn’t want to put a ‘cute’ heuristic into the world when I’m not sure if it adds value to the conversation.
But yet, here we are and it all started with ….
When I first saw this photo I thought …
What is it? A simple way for the team to express what they know about their customer’s goals, thoughts and feelings.
When do I use it? Use this to kickstart conversations about painful moments in the customer journey. You can also take this assumed knowledge and compare it with what your customers are actually saying & doing.
[Pro tip] Always keep an open mind when talking to your customers. Don’t try and look for information that confirms your previous assumptions aka the dreaded ‘Confirmation Bias’.
Time 40 minutes People 1–5 Challenge Level Easy
What you’ll need
Getting older is hard.
Against the backdrop of an ageist society that labels you burdensome and irrelevant, you are asked to navigate complex Government funding arrangements, express personal needs to strangers, and when you require a deeper level of care than your family can provide you may be asked to move out of your home and into an aged care residential home at short notice.
It’s this complex and highly emotional moment within the customer journey that led the Experience Design team from UnitingCare to consider:
“How Might We provide an amazing experience for new residents moving into residential aged…
Throughout history people have used walls to share stories about their culture, traditions and to make sense of the world around them.
In the office where my team works lived a particularly uninspiring brown cork wall.
People walked past it everyday on their way to the kitchen for lunch.
Never paying attention to the outdated staff notices and workplace health and safety reminders pinned to it haphazardly.
But its size and visibility made it the perfect platform to share customer stories and to grow organisational understanding within UnitingCare of how the projects we undertake should be designed to intersect with…