Well, welcome back everybody. I'm not sure what just happened there. Off the rails a little bit so I have contacted human resources and we'll make sure to mitigate that situation but again hello everyone.
This is Rob Shay. And before I introduce our last speakers of the day, I thought it would be fun if we could take a group photo.
So what I want you to do is take a moment to turn your camera on. I know some of you are saying, Rob, I'm not looking appropriate or whatever, but want to encourage you if you can turn on your camera and Howard's gonna take a few screenshots of everybody in attendance.
Okay, so I want you to get ready.
That set. And smile.
Alright, are you good Howard?
You're on mute. So I'm assuming you're good. Just shake your head.
No, you're not good. Okay. We might have to do it one more time. Why don't you unmute yourself, Howard?
You
You're still on mute.
Yes, you're good. Do we do we do we want to try it one more time?
How about now? I got you. I can try it one more time.
Okay, alright, so let's try to do it again.
You wouldn't stop sharing your screen too.
Yes, I will do that. Sorry.
Alright, so let's spend a moment. Get ready. Set, smile.
Are you good? Howard?
Yes, we are good.
Awesome. All right.
Let me get back to this. So I can introduce our folks here. So thank you everyone.
Well, I'm delighted to introduce the speakers for our final session in today's event.
The presentation titled, Solving User Problems Outside the Product Box, delivered by Leslie Franklin.
And Laura King of Skylight. And I think it's the perfect way to conclude a day filled with human-centered design insights through the lens of collaboration and cooperation.
Now first up we have Leslie who serves as the vice president of human services at Skylight.
Leslie plays a pivotal role in expanding Skylight's impact. She oversees project delivery.
Actively seeks new partnerships. And is dedicated to enhancing the staff experience at Skylight. Leslie's expertise is instrumental in Skylight's mission.
And next we're joined by Laura. A service designer and user researcher at Skylight.
Laura brings a wealth of experience that spans a decade across diverse sectors, including government. Healthcare, educational technology, and consumer websites and applications.
She's a true systems thinker. Exploring the intricate connections between people and technology.
So please join me in extending a warm welcome. So Leslie and Laura. Leslie and Laura, please take it away.
Alright, good afternoon. Thank you so much for that lovely introduction, Rob. Use the word delay, but we have the word delay as well.
We're really delighted to be here, with you today to share some foundational information about service design and share a case of how our work as Skylight has has used service design to impact public health.
As Skylight, has, has, used service design to impact public health. But we are the last session of the day. But we are the last session of the day.
And, has, used service design to impact public health. But we are the last session of the day.
And wanna, bring a bit of interaction in here. And so we'll get started.
So lots of people have their video off so you can raise your virtual hand. If you are here, because you want to improve customer satisfaction in some way.
So put your hand up if that's kind of a thing that is important to you because you want to improve customer satisfaction in some way.
So put your hand up if that's kind of a thing that is important to you. It can be a virtual hand, or raised hand.
Alright, and keep it up or put it up if you wanna make services work for all users and all folks who are involved in making that service happen.
Alright, keep it up or put it up if you wanna break down silos. Increase efficiency whether that is financial efficiency or time I see so many hands.
I like seeing the number go up there. And then raise your hand or put your, keep it up if you wanna boost innovation to come up with new ideas to solve, to solve the problems.
Awesome. I think you have to put your hands down now. I'm not gonna I'm not gonna call on you.
But seeing all of those hands go up, I am sure that for, whatever reason you decided to stick around after 3 pm eastern time.
You will get something out of today's session, because if those are things you want to accomplish, service design, because if those are things you want to accomplish, service design, is a tool.
These are all benefits of applying service design, is a tool. These are all benefits of applying service design to your work.
And to that end, we've got a couple of simple objectives for limited time together today.
First we're gonna build some and then we will share some real world examples of how service design can be used, and walk through a case of where we have applied a service design process and lens to our work at the Centers for Disease Control and Prevention.
And you might be wondering, great, I'm gonna hear a lot, but how can I apply service design to my own work?
Well, hopefully we've got to cover there. As Laura is talking through our case study, we'll teach you practical steps and techniques to get you started applying service design to a challenge to get you started applying service design to a challenge you identify.
And so we've got a little bit of time together, but we get you started applying service design to a challenge you identify.
And so we've got a little bit of time together, but we've got a little bit of time together, but we hope to make it interactive.
And so we've got a little bit of time together, but we hope to make it interactive, and applicable to time together, but we hope to make it interactive, and applicable to what you all are up to.
So, maybe we've got a little bit of time together, but we hope to make it interactive, and applicable to what you all are up
Either my chat is not working or no one is putting forward an idea, which is fine. So I will, there, it's where you decide to service. Thank you, Blaine.
I appreciate that.
Take a few more seconds.
Great, great. These are all, these are all great, answers and ideas. I like getting people stumped because that means you've got a lot to learn.
Excellent. Thank you all so much for putting some, some ideas out there. The intentional development of the delivery of a service through all aspects of a process.
Yes, yes, yes. I'm gonna share sort of how, I talk about it and how I think about it.
And we'll sort of build on this as we go from sort of concept. What is service design to what are some aspects that you can start thinking about to get started?
And I would say service design is both a mindset and an approach. You've got to be thinking about all different aspects of how something works, not just what's in front of you, and having that mindset is helpful.
But service design is a holistic approach to designing services. That meet the needs of both users.
And service providers. I'm gonna repeat that again. It meets the needs of both users and service providers.
I'm gonna repeat that again. It meets the needs of both users and service providers. So those who are looking at it, interacting with it, benefiting from it, and those who are responsible for carrying out all the various activities that make it happen.
Service design involves understanding the user journey, how you get from point age to point B to point C to point D.
And it mapping out all of the touch points between users and the service. Those could be technology related and often they're not.
Those could be technology related and the service. Those could be technology related and often they are not.
And then does that designing solutions that, improve that overall experience and build coherence. And then does that designing solutions that are not?
And then does that designing solutions that, improve that overall experience and build coherence, throughout, service design can be used at any phase of a project.
If you were doing something brand new, it is a great way to start sketching out and thinking through how it will work.
And how all the things that, have to happen to make it work will work. It is something that you can do to improve existing services.
And it's also something you can use to address a specific There are a couple of key concepts, when we're, we're thinking about service design that we apply.
And the 2 that we're gonna talk about today are the front stage in the backstage.
I love this little image from Nielsen, Norman, because I think it sort of abstracts it in, and Norman, because I think it sort of abstracts it in an effective way.
You've got an audience who is here at the front, coming to a play.
Seems like that might be about someone who's, got a crown, sent some royal character.
And everything that happens in that theater is designed to make that an incredible experience for the audience. Largely that is what they see the great acting on stage beautiful costumes lighting and sound that allows them to hear and see the actors on the stage.
All of those things are really, really important. All of those things are really, really important.
And we call those things that an audience, all of those things are really, really important.
And we call those things that an audience sees, interacts with, and we call those things that an audience sees, interacts with, all of those things are really, really important.
And we call those things that an audience sees, interacts with, the fright stage of a service. So the things that the audience, can interact with and see are the things in the front stage.
But if you've worked in theater, have friends or family members who have worked in theatre or just gone to the theatre, you know that there's a lot that happens, backstage that enables what, the audience sees and hears, to be effective.
You've got lighting, you've got casting, you've got costume designers, you've got makeup artists. The audience doesn't see that.
They see the result of that Alright, so that's very high level. What is service design? Holistic, about the, users and the service providers, has some components to think about the front stage in the backstage.
And so let's walk through an example here, to build a little bit more familiarity.
And let's take a conference, as an example here. And we are at a conference today.
Many of us have been to what virtual hybrid in person over the last couple of years. And regardless of the method or the delivery mechanism, and regardless of the method or the delivery mechanism, the audience and the, experience of the folks who participate is that the method or the delivery mechanism, the audience and the, experience of the folks who participate is at the center of planning. It's about the vision.
We're the delivery mechanism. The audience and the, experience of the folks who participate is at the center of planning.
It's about And then again, using the concept of the front stage, a lot of that experience, is, focused on what happens that the audience sees and interacts with.
These are the visible and interactive aspects of the conference process. Let's start with registration.
There's a website and a user interface, and a set of questions that the audience will answer.
The folks who are planning the conference probably think a lot about how do we get the minimum information that we need to be able to communicate with participants.
How do we get them from interest to check out. How do we get them from interest to check out, as quickly as we can?
How do we make sure that what do we get them from interest to check out as quickly as we can how do we make sure that what we what messages we use sort of communicate the intent and what folks will get out so that there is sort of this building of enthusiasm whatever is on there right that registration process is a user experience and a part of a conference designed as a service If we've got a, let's say, in
person conference, once they are there checking in, getting their badge, navigation to get from, you know, if you've ever been to one of those massive conference spaces, the navigation and the signage that tells you, you know, ballroom A and ball room C are in different places that tells you, you know, ballroom A and ball room C are in different places.
That is a part of the image that tells you, you know, ballroom A and ball room C are in different places.
That is a part of the experience and making sure that there is clarity, to help folks get to sessions on time.
And if you were like me, when you go to conferences, you want to stay as caffeinated as you can.
So you can be alert to meet new people, and to pay attention and engage in the sessions.
And so having food and beverage set up at different places and it different predictable times. Again, that is part of the front stage, part of the overall experience that you might design for if you are planning and running a conference.
And then there's that line of visibility, right? You now, you see all the things you see, but the things that went on to make that conference happen backstage, you don't see, but they're really important.
Today, you know, we've, we've got R here for technical support and I guess also, them see so we can see what we also can't see here.
On a typical conference that's in person. There's someone who's managing audio visual and technology that you may not see, but if they're doing their job, you know that you're having the right experience or able to see the slide deck, etc.
A lot went into selecting and prepping speakers for today. A lot went into selecting and prepping speakers for today.
A lot went into selecting and prepping speakers for today. A lot goes into prepping and prepping speakers for today. A lot goes into prepping and selecting speakers and panelists at other conferences.
That is a backstage process, that the audience does not see. But the greatly benefits the experience they have.
And if we go back to that coffee example, there are people who are making the coffee. There are people who are making sure that there is fresh coffee at the coffee station at all times so that someone doesn't go to get a mug of coffee and it's disappointed.
And so that's all stuff that's happening backstage. And we won't talk as much about this today.
But they're also behind the scenes support systems processes, etc, that enable the backstage to, you know, to create that experience.
And these are things like selecting a tool, for registration management, determining a budget that would allow us to, you know, select the right vendor, contracts management.
And so there are a lot of things that happen behind the scenes there to, you know, select the rate vendor, contracts management.
And so there are a lot of things that happen behind the scenes there to, illuminate that.
And so again, this example illustrates how service design can be used and applied across the entirety of a conference experience.
But we also talked about service design impacting a specific aspect. Of an experience or specific component.
And so we'll work through an example here together. I know airline travel. Maybe not this time of year that the thing we're looking forward to, but it is, it is a thing that is rich for service design opportunities.
And so let's think about the experience you have with baggage. I'm curious, folks can use the chat or they can unmute and use their voice.
What are some front stage, components or aspects? Of baggage when you're at the airport.
But baggage experience.
I can speak to this just because I just dealt with it recently. Excuse me. Flying into KCI, that's, they've opened the new airport and their signs are not on the front end.
You know. Customer-facing are not very good and they've had to go and set up actual like ones you'd see like signs at a convention center, you know, like mobile signs.
So look kinda unprofessional just to point people towards it because they didn't appropriately that the signs aren't very clear.
And I thought that was kinda rough.
Great, perfect. Yeah, the signage. Can you see, can you see where to drop it off?
Can you see where to pick it up?
Noing that, knowing what to do with last baggage, the baggage taker. Excellent, excellent.
Front stage baggage experience interactions with airline staff. You're interacting with them when you're checking it in.
You're interacting with them if you have to report a lost bag. We all get that physical bag tag, which helps us, you know, identify or track down in the case that something is lost.
If you did lose something, you've got to go to that website that they've created with the right fields and hopefully the right messaging and assurance when you lose a bag signage as as was mentioned to baggage claim and then those offices in case of a missing baggage claim and then those offices in case of a missing bag now how backstage what's happening that you as an
airline customer do not see but backstage what's happening that you as an airline customer do not see but that's what's happening that you as an airline customer do not see but that impacts your experience with baggage positively or negatively Let's use the, let's use the chat, the chat here as well.
What are some backstage? Aspects of the baggage experience.
Korilla.
Excellent, thank you. Excellent, excellent, excellent. It seems like, maybe we've all had a couple of bad experiences, watching our or others bags being handled.
But the digital tool that airline staff use to look at passenger information and bag status, bag handling, bags storage if that if a bag is lost at the airport.
There are so many different aspects of this. And you can apply service design to make sure that you understand how they all fit together.
As I was going through and Laura and I were thinking about what, what, examples we, we could do here.
I thought back to when rideshare became a common, common form of transportation to and from the airport.
And to this day, I go to airports that, you know, you're going somewhere else.
It's not the regular place, where you might pick up a taxi, but you have to go somewhere else and they have to think about that in relationship to how traffic flows through the airport today to the cost of putting new signage up.
And so again, just another sort of real life example of identifying the front stage and backstage of a service.
And making sure that they may operate harmoniously. So we all work in government.
We're around government. And Laura and I, you know, in our professional journeys have had the opportunity to work in the private sector and in government.
And as we often, sort of our question when we think about bringing, sort of practices from other places to government, like, what can this work here?
And I think we would say yes. And I think we would say yes. And I think we would say yes, because we do it in our work.
And I think we would say yes. And I think we, would say yes, because we do it in our work.
But also because the environments that we work in our work, but also because the environments that we work in and government, are really complex.
There's a lot of, but also because the environments that we work in and government, are really complex.
There's a lot of interdependence that we work in and government, are really complex.
There's a lot of interdependence. There's a lot of interdependence with other contractors or other centers or agencies.
There's a lot of, policy that is sort of undergirding a lot of what we do and what we can do.
There's a lot of, policy that is sort of under a lot of doctors or other centers or agencies.
There's a lot of, policy that is sort of under a lot of what we do and what we can do.
And so we would say it can work, and it's kind to make that successful.
And on that note, I am going to turn it over to my colleague Laura, who
Alright, thank you, Leslie. So yeah, excited to talk to you a little bit more now that we've looked at some examples of service design in the real world.
Some context that we're all familiar with. I wanted to talk a little bit more about how we can use one of the most essential tools used in service design, the service blueprint to start.
Designing services for situations that you might encounter in your workplace and government, whatever you're working on.
So I will go into this a lot more in depth in the next section here, but just kinda wanted to give a high level overview of a service blueprint.
So Leslie talked a lot about front stage and backstage actions. So this is a tool we can use to map those things out.
We can look at customer journey. We can look at other front-stage actions and interactions that the user has and then start mapping out the backstage actions.
And doing this kind of gives us a very comprehensive view and visibility into all of those interconnections.
We can start kind of mapping out different metrics and time associated with different processes and this can really help illuminate where there opportunities for optimization so before we get too deep into talking about the work we've done, I wanna, make this a little bit more interactive and fun for you all.
So I wanna kind of have you think about, a service or even a component of a service, maybe just one aspect like, a service or even a component of a service.
Maybe just one aspect, like, Leslie talked about the baggage aspect of flying.
So, just wanted to have you think about a service that you're responsible for or something that you come across in your work.
Or something that you're close to that you just want to innovate or So I'm gonna go ahead and pause and.
Give you a chance just to think about this. You don't have to share it anywhere quite yet.
We'll get into that in the next section but I'll pause for 30 to 60 s or so and let you just kinda, noodle on something that, you're working on in your day today.
I would like to post your, service that you've thought of in the chat. Feel free to do so, but, if not, we'll have opportunities to share out later. If not, we'll have opportunities to share out later.
If anyone is feeling up to it today.
Customer support. Yeah, we'll be talking about that a little bit more. So.
Cool. Alright, so, let's go ahead. Just to kind of get you set up for this next piece of the presentation.
If you have a piece of paper handy, feel free to pull that out. If you're all digital today, you can also just take notes somewhere in a Docker.
Notebook or something like that, but go ahead and take a piece of paper. I don't think you probably can't see this with the or maybe you can see it a little bit.
And you can draw a line down the middle and then right front stage on one half of it and backstage on the other.
Just so we can kind of quickly start mocking up a service blueprint together.
Alright, and then let's go ahead and dig into it. So. I wanna give a little bit of background on the project we'll be talking about.
So I've been working as a service designer with Skylight on a project called Simple Report for the past, 2 and a half years or so.
And simple report is a tool that was developed during the pandemic. To help organizations like schools and nursing homes places that had not had to do COVID testing but all of a sudden found that they're having to do hundreds of tests a week.
And having to report those results to public health departments. So we, together with the CDC and our colleagues at USDS built a tool called Simple Report.
And this basically creates a solution that they can use to report those results. And as we were designing this, you know, it became very clear that there's a lot more beyond just the product.
You know, we're responsible for the product, making sure it's easy to use. We did a ton of usability testing and all of that on the interface.
But as we begin to kind of examine all the different pieces that made up the customer experience, Looking at the on-boarding process, how users hear about simple report, how they sign up, how they add other users in their organization to, the users of simple report.
We discovered there's a lot more at play to creating a good experience. So I'm going to dig into one specific aspect.
Of this today, which is the process of signing up and reaching out to customer support and how support issues are resolved.
So, again, as you're thinking about your example, it could be something that's more broad or it could be something that is like a more specific component of that service.
So I'll walk through what we did. I'll kind of walk through how we match things out and hopefully this will kind of help through how we match things out and hopefully this will kind of help spur some thoughts as you're thinking about and hopefully this will kind of help spur some thoughts as you're thinking about your service and I'll kind of help spur some thoughts as you're thinking about your service and I'll pause periodically to give you a chance to
kind of start. So, you know, at the height of the pandemic, signing up, getting access to this tool quickly was really important for users.
So we notice sometimes support resolutions would take a while they could take up to a week to get resolved.
So we kind of knew this was something that we wanted to improve. We knew this is something we wanted to dig into and using the service design approach kind of helped us identify where there were some, and using the service design approach kind of helped us identify where there were some, inefficiencies, where there were opportunities for optimization, of helped us identify where there were some, inefficiencies, where there were opportunities for optimization.
I'll go ahead and kinda start with the front stage half of this. So in this example of customer support.
We start with kinda looking at the customer journey. So what are the steps that a user is taking?
When a user first hears about simple report, they would click the sign up button and then, you know, come over here, click sign up and kind of start.
They would click the sign up button and they would click the sign up button and then, you know, come over here, click sign up and kind of start registering their organization.
So those are steps and decisions that a user would take. In this example, where they may.
Run into an error. We also included things like error messaging, things that they might see in the application as a front stage action.
So again, these are things that are visible to a user. So it could be human to human or it could be human to computer.
So, maybe in this case, they see an error message. They then decide they're gonna email support and ask for help, setting up their organization.
And that interaction with the support step over email, that's all on the front stage. So those are things they can see.
And then, you know, eventually hopefully they will. Get a resolution from support to say, okay, fix the issue and then they can proceed to set up their organization.
So this is pretty simple, but we'll get into kind of the backstage processes and all the things that happen behind the scenes.
For now, I wanna pause again just for a minute or so. And have you think about the example that you thought about earlier?
And just start mapping out. Doesn't need to be super comprehensive, but just map out one or 2 of those customer actions.
The user actions that they take, as well as some of the front stage components of that. So what are the things they see?
Who are they interacting with? Are they interacting with technology? Are they interacting with people? So I'm just gonna pause and then feel free if you have a piece of paper or if you're picking notes somewhere else, to go ahead and jot a couple of those things down.
So go ahead and. Move along. And if you're still thinking of things, feel free to, kind of jot those down as they come to mind.
Feel free to, kind of jot those down as they come to mind. But I want to talk a little bit about the backstage So one component, is our technology in the system, behind support that's kind of fueling all of the front end experience.
So that's a little bit more of the front end experience. So that's a little bit more of a, you know, we're at a front end experience. So that's a little bit more of a, you know, we're just thinking about the technology.
There's some error message that is returned from our back end. Let's say maybe. Someone's trying to sign up and add a user.
If that user already exists in our system, they'll get an error message. So that's a real example of something that has happened quite a bit.
And that's kind of again, like the more computer side of it, but I wanna talk as well about the human side and kind of what's going on here.
Let's say the email support. There are steps and things that support will then do to resolve this issue.
So one thing they might tag their email with certain keywords that helps them organize their inbox.
It helps them escalate issues to engineering if they need to and kind of follow up on certain issues.
So even if process like that, there's kind of this support process that happens. They're using an email tool.
They're using tagging features, things like that. In this case they're also escalating certain issues to engineering so if there are things they themselves can't resolve they were using this escalation tracker.
So I just took a screenshot of what this looked like. And kept track of all the issues that were coming in.
They could then share this with our engineering team who would look into the issues. Do the work to resolve that.
And then there would be some. Follow up. I've also kinda indicated here where things kinda took longer or kinda where there were pain points in this process.
And I also just started to map out like things like the time that things took, you know, this whole process of escalation.
Could take up to a week. So we have a chance to kind of look at certain metrics, like how many hours engineering is spending, how many tickets are getting escalated and things like that.
So I'm gonna pause again here and give you a chance to think about, what are some of the backstage processes.
And are these things that are working well? Are there things that could maybe be improved and you can just you know, put a note or something like that.
If there's anything that comes to mind. It's all pause for another. 30 ish seconds and just if you have any ideas, feel free to jot those down.
And as your. Writing down the thoughts you have on that. I'll kind of share how we made some improvements in this situation and kind of.
Show you. Kind of how this all. Played out.
So in our case, as I mentioned, we noticed a lot of the slowdown was around escalation.
Things getting to engineering. So there were a couple of issues with this that we noticed. One was, There wasn't a lot that support could do on their own.
A lot of issues had to be escalated. So one thing we did was, created a support admin dashboard where they could actually come in and have permissions to do some of these more common actions themselves.
So things like unarchiving a patient, that was something that would happen a lot or maybe managing users.
So things like, unarchiving a patient, that was something that would happen a lot or maybe managing a patient that was something that would happen a lot or maybe managing users between organizations so they could come in and take care of some of these more common actions another issue that we had identified was the process of escalating to engineering involved a lot of communication but it wasn't really clear what the status of things were
so and we made some improvements to that as well so they could actually just click a button and then submit an escalation and then our support team would actually get notified over slack when an escalation And I just wanted to point out here too, the user experiences.
Similar, like they don't have to do anything extra here, but they're benefited by these backstage processes because the time it's taking for them to get a resolution is, much reduced, but it's all things that are kind of behind the scenes that they're not necessarily, seeing.
So, I'll pause here. I'm curious if anybody is feeling up for. Sharing, or kind of talking through anything that came up for them when they were mapping their experience out.
And if there's anything that kind of stood out.
And if not, that's okay too. I know we're coming a little short on time, so maybe I'll go ahead and.
Kind of wrap this up and talk about like how does this fit into a project now that you've kind of become a little bit more familiar with these frameworks and how to think about front stage and backstage.
Looking at this This graphic here, if you're familiar with human center design, this might seem familiar to you kind of these different stages of a project, initiate where we kind of set the stage and align on the problem space.
Establish a vision and constraints. Discover this is very important to our process. Starting with a deep understanding of the users, their needs, the pain points and things like that.
Strategize an experiment where we're generating and testing solutions, preparing for implementation, and then finally bringing us solution to life.
So this, like I said, this is very similar to a human-centered design approach, but where it can differ is in the scope.
So again, service design is really looking at a holistic. Process and experience beyond just isolated touch points or a UI and it's also a very collaborative, kind of tying back to the theme of today.
It's not a one-person show. It requires collaboration between various disciplines. You can kind of see in our example a lot of it is around improved communication and collaboration between our support team and engineering staff and kind of.
How all of those things. Come together to create a good experience. And as you can see with all these arrows, it's also very iterative.
So it's an ongoing process. A service is not just a one-time thing, but you know, as people's needs change and the environment changes, we're constantly going back measuring and improving the process.
So I hope you've enjoyed. Kind of starting to think about this or come up with some ideas of your own on how you might be able to improve.
A service that you're working with. And with that, I will hand it back over to Leslie to wrap us up.
Alright, call this. Just, just since you take aways, started to go back to, from the front, to where we are today.
Again, service design. It's something that you can use at any stage of a project or to where we are today.
Again service design is something that you can use at any stage of a project or a product. Again, service design. It's something that you can use at any stage of a project or a product.
You could apply it to the whole service design. It's something that you can use at any stage of a project or a product.
You could apply it to the whole service or a component aspect. We looked at a conference as a whole, the baggage experience and then how, you handle, a customer support request.
Designing for the front and backstage, users and service providers are both critical aspects that affect a user's experience.
And loved, how Bora, you wrapped it up and you said nothing is changed for the user except for that they get their issue handled more quickly.
And really being able to problem solve on that backstage. And improve the experience for folks who are, who are part of that is very critical to service design.
Service blueprints are one tool used to outline a service or many 4 but that many more but that's kind of a practice standard and we will in the following slides we've got some links out so you'll have access to the template that Laura shared.
And then service design is a crucial discipline to bring to, government, and the work on behalf of the American people.
Lauren knows that I was trying very hard to work this next slide, the quote into this presentation.
So I made it work. And this is from Jennifer Pocket's most recent book called Recoding America, which I found really compelling, but it says the skills most needed in government or good product management and service design.
The work is not hard because the tech is complicated, but because the environment is, and we firmly believe that service design is a tool, that is, that is well suited for the service design is a tool that is that is well suited for the complexity within which we work and that is that is well suited for the complexity that is that is well suited for the complexity that is that is well suited for the complexity
and within which we work and hope that you all want to read that book but to carry some of this work forward and we've got you know on the last slide just some links out to some resources that we that we appreciate and use.
And with that right on time, I think, and links out to some resources that we, that we appreciate and use.