SocietyWorks is going to SDinGov again this year, an international community event for anyone involved in designing and commissioning public services.
Taking place in Edinburgh next month, our Head of Product & Service Design Bekki Leaver will be sharing a case study on day 2 of the event, talking about our experience of how we used speculative design to reconsider whether we wanted to branch out into the area of anti-social behaviour reporting.
Over the last decade, we’ve been working with councils to design citizen-centred reporting services for issues in areas such as highways, waste and freedom of information. Anti-social behaviour (ASB) seemed like a natural progression from this, meeting demand from councils to address problems with reporting in this area.
However, by nature, ASB is a complex issue, with disparate definitions depending on who you’re speaking to. Even with years of experience in user-needs focused design and consequence scanning, the complexity of this particular reporting area meant that we risked getting caught up in designing for one group of people, without truly considering the impact on other affected groups.
For those of us designing for the public sector, it’s vital that we’re able to maintain the awareness to know when to pause for reflection, and that you have the design tools required to re-evaluate and decide whether to proceed or not.
Join Bekki to hear about the process we went through to reassess our perspective and how we used co-design future-casting to carve out the way forward.
Speculative design for product decisions in anti-social behaviour reporting takes place on 29 September at 12.15 – 12:45.
Next month is SDinGov (Service Design in Government, if you were wondering), a two-day conference that brings together a community of professionals involved in designing and commissioning public services.
This year’s event will take place virtually, and we’re thrilled to announce that our submission to host a speaker session has been accepted.
SocietyWorks will be represented by our designer Martin Wright, who will be taking his popular consequence scanning workshop out for a spin once again.
During the workshop you’ll take part in a consequence scanning exercise with Martin and the rest of the group, in which you’ll design a fictional new public service for a local authority and help to ensure that its launch doesn’t turn into a costly PR disaster.
By the end of the session, you will know how to predict, assess and mitigate any potential negative consequences of your future public service design projects.
Martin has run variations of this workshop a couple of times now, so if you’ve missed out before, now’s your chance to see what it’s all about.
Consequence scanning – an exercise you can use when designing new services at SDinGov will take place on 16 September at 10.30am – 11.30am.
See you there!
Find out more about SDinGov here.
Thank you to everyone who joined us on what was an extremely hot afternoon last Thursday for the first in our new series of webinars for local authorities. Scoping out a successful citizen service: how to get started was an exploration of the best way to get started when designing or redesigning an online service for citizens.
Leading the session, our designer and user researcher Martin Wright plotted the route from discovery to successful service uptake, highlighting the importance of carrying out consequence scanning and advising on how best to balance resident requirements with council capacity.
We were also joined by Bromley Council’s Technical Support Team Manager Jonathan Richards, who spoke about Bromley’s recent experience of designing and implementing a brand new online waste service for residents.
If you weren’t able to join us but you’re interested to know what was spoken about, you can watch a recording of the session below, and if you have any questions about anything that was discussed, let us know and we’ll get back to you with an answer!
Stay updated on our upcoming webinars by signing up to our monthly newsletter.
At LocalGovCamp, our designer Martin ran an interactive exercise that took attendees through a ‘consequence scanning’ exercise, as a way to predict and mitigate all the outcomes, both positive and negative, of a proposed piece of development.
In this case, the service under discussion was a fictional parking violation reporting app.
Let’s just repeat that, in case of any angry reactions: fictional!
So, what could possibly go wrong with a piece of tech designed to encourage residents to grass on fellow citizens for their poor parking? You can see how it played out in this video:
Now you’ve seen a consequence scanning exercise in action. If you’d like to understand more about the process, read on: this is how Martin explained the whole idea to us here at mySociety, with more detail on the underlying principles:
We’ve been working on a few sensitive projects recently – specifically our work expanding FixMyStreet Pro to cover issues of a more social nature, like noise reporting, antisocial behaviour, that sort of thing.
As experienced as we are with the ‘make a report by sticking a pin in a map’ style of interaction design, we recognise the need for extra care when applying this to issues that are about people, rather than things. There’s an increased risk of building a tool that results in unintended negative consequences; especially where the service concerns an area already prone to controversy.
mySociety Board member Jonathan Flowers put us in touch with Connected Places Catapult, who had been using ‘Consequence Scanning’ for this very thing, and we realised it was just what we needed.
It’s a structured system for drawing out the consequences of a new idea, and giving people a say in what actions are used to mitigate or address them. It originated from the Doteveryone thinktank, and CPC have taken it forward and customised it for their needs.
In Consequence Scanning, consequences are classified as either intended or unintended, with the important distinction that intended consequences aren’t always positive, and unintended consequences aren’t always negative.
The process is delivered in a workshop format and works best with a good mixture of participants with diverse views and backgrounds, directly involved in the service on both sides. This means ideally both service users and service officers should take part and be prepared to be honest about consequences. For this reason it’s important to create a safe space where information can be shared honestly and openly.
The process is split into three parts:
Part one: What are the consequences?
Part two: What are the positive consequences we want to focus on?
Part three: What are the unindented consequences we should mitigate?
This system works best on a new, but defined idea. If it’s done too early in the design process, the consequences end up being very general, or people bring their own assumptions and often focus on the wrong things. It’s best to bring it in once scope has been defined.
The primary function is to identify the consequences and not to “solutionise” the mitigations, but the group should be free to discuss possible mitigations where they feel it’s important.
We’ve been using Consequence Scanning in our work on noise reporting and antisocial behaviour, and it’s also proving useful for our internal anti-racism action group, where we want to understand the potential unintended results of any future development in terms of who our services reach, and who they exclude.
Image: Drew Graham
We’re longstanding supporters of LocalGovCamp, the conference where innovators in Local Government come together to share knowledge on how to improve services.
This year we’re both sponsoring it and running a couple of hands-on, interactive sessions. All online, of course, given the way things are these days.
On Tuesday 6 October, join a mySociety-led discussion with Mark and Zarino, on how consistent data standards across councils could open the doors to much better innovation.
We’ll be looking at our own Keep It In The Community project, nodding to our Council Climate Action Plans database, and inviting attendees to join a wider discussion on how we can encourage better joined-up data across councils.
And on Weds 7 October, our designer Martin will be running a mock ‘consequence scanning’ exercise. He’ll take participants through a new and useful way of assessing and mitigating risks in new government services, as conceived by Dot Everyone, recently taken up by Future Cities Catapult, and now used successfully in service design workshops by SocietyWorks.
We hope you’ll come along and enjoy some good discussion and deep dives into local government service improvement: find out more and book your place here.