Many of our public sector services are stuck in the past. They are not meeting the needs of the current population and evolving situation. Even if these services have been updated in recent years, they are often still informed by old beliefs and norms that are no longer relevant or helpful. In response, service design is being looked to as an important contributor to catalysing much needed transformation in the public sector.

In their talk Josina Vink will walk participants through a systemic approach to service design to support public sector transformation. In particular, participants will learn about how to become more aware of invisible social structures — such as norms, rules, roles and beliefs— and intentionally shape them within a service design process. Participants will learn an Iceberg tool they can use to support a more systemic approach to service design to realise long-term change in the public sector.

Josina is an Associate Professor in Service Design at the Oslo School of Architecture and Design (AHO) and Design Lead within the Center for Connected Care (C3) in Norway. Josina has over ten years of experience as a service and system designer working in international healthcare contexts, including in Canada, the United States and Sweden.