Service Design from Scratch
Nick Marsh has been organising several service design ‘Thinks’ events in London: ‘Service Design at Scale’ (November 2009) and ‘Service Design from Scratch’ (March 2010).

Service Design at Scale featured presentations by Steven Baker, about the design of the M-Pesa mobile banking service for Vodafone/Safaricom, Julia Schaeper on implementing service design at the NHS Institute for Innovation and Improvement, and James Gardner (previously head of Innovation at Lloyds Banking Group and now CTO at the Department for Work and Pensions) on his experience of creating an internal ‘innovation market.

Service Design from Scratch was apparently the best one yet. First up was James Munro from Patient Opinion who talked about his experience of getting the Patient Opinion service off the ground. James was followed by, Jaimes Nel, head of research at Live|Work, who told the story of Grace at St Pauls, a small, independent coffee shop in central London. Then came Sophia Parker of the Resolution Foundation and Katie Harris of Esro who spoke about their experiences of setting up and running the Social Innovation Lab for Kent in partnership with Engine Service Design and Kent County Council. Finally, Zaeem Maqsood, VP at First Capital, explored and explained what makes start up services investable. This was all followed by a Q&A (also on video).

The links contain videos from the various speakers, as well as some context and reflections on the events.