Innovationsguiden (translation: innovation guide) won the Professional Non-Profit / Public Sector service design award. Innovationguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector through service design in collaboration with citizens. By providing various forms of support to municipalities, county councils and regions, they encourage them to develop towards user-centricity and innovation.
These 3 people are featured in the interview:
Sara Tunheden: Project Leader at Innovationsguiden at the Swedish Association of Local Authorities and Regions (SALAR)
Gunilla Gudmunds: City of Gothenburg
Julia Olander: City of Gothenburg
Most surprising insight
The team of Innovationguiden consist of 3 people, they are backed up by a network of 55 coaches. Together they implemented a ‘train the trainer’ principle, which had a huge impact on the whole governmental organisation. This resulted in a reach of 2800 people now working in a different and improved way. It was inspiring to hear the huge impact they made which such a small team.
What we learned
This interview focused on how Innovationsguiden is used by hundreds of public organisations who want to introduce a user centric mindset and methods in their development work, through service design.
The interest for service design is growing rapidly in the Swedish public sector. Innovationsguiden has adapted traditional service design methods and tools in order for them to be easily understood and used in the public sector, even by those with no and little service design experience. Innovationsguiden’s support (templates, personal coaching, digital platform with step by step guides, films etc) can be used independently or within a development program.
Gunilla Gudmunds and Julia Olander from the City of Gothenburg are two of many civil servants who have participated in a development program and who have continued to use and spread service design in their municipality. In the interview they stated that the benefits of using service design is starting to show more and more, which makes it easier for them when they are introducing this way of working in their organization. It feels good to be able to provide services that are truly needed and appreciated! They also emphasized the importance of using easily understood and fun templates/materials, as well as the support from an experienced coach, which Innovationsguiden provides
Innovationsguiden also gives shorter service design courses for civil servants, leaders and politicians. Experiences show that the latter two groups are especially important to reach and teach the user centric mindset, in order for change to really happen in the organisations. The next step to reach even more people is to develop the digital support, to offer train the trainer courses and inspire more local service design hubs/networking.
A behind the scene story
Great photo taken by the innovationguiden team on the SDN stage!