Hippo are delighted to have recently contributed to the book VeriSM Unwrapped and Applied, the 2nd publication in the VeriSM series from the IFDC, the International Foundation of Digital Competencies.
VeriSM is a service management approach recognising the need for a blended approach of numerous IT frameworks, approaches and movements to facilitate organisations in their digital journey, with the focus on the customer.
It was launched by the IFDC a not for profit organisation in 2017 and you can read more on their website https://www.ifdc.global
Over 70 contributing authors worldwide have provided content for the new publication and Hippo feature in a case study on service design which tells the achievements from a design hack with Leeds children charity Kidz Klub and an overview of what service design and design thinking actually mean to a modern organisation going through digital transformation.
The case study tells the story of our organisation of a team of 50 service design, digital savvy and enthusiastic members of Hippo, other public sector organisations, and members of the public came together to help the charity think about how they could digitally evolve.
The day started with an overview around the issues the charity has relying on paper based systems that have been in place for many years. The attendees were taken through a user journey from the perspective of both a potential user of the service and a volunteer helper. Stumbling block identified included the time it took to reference and interview a potential volunteer helper.
We then ran a design sprint with teams looking at the highlighted issues, interviewing members of the Kidz Klub staff and working out potential solutions to their problems.
These solutions we were then tested out on each other as well as some doorstep user research out on the streets of Leeds.
In the evening we had invited volunteers, staff and children from Kidz Klub to present what we had worked on all day. The solutions ranged from a improved website to help potential volunteers understand the charity better and be able to contact them more easily, to online forms to lose the paper and allow for quicker referencing. One of the most moving parts of the whole day was seeing the genuine excitement and gratitude from the charity and the enthusiastic comments from around the room about how much these developments would help them.
We committed at that point to continue this work with them and help implement some of the ideas that were born from the design sprint. Making a difference to thousands of children who use the service in the Leeds area by freeing up staff time to spend it with them.
You can read more on the work of Kidz Klub and their own thoughts on working with Hippo on this blog post here http://www.kidzklubleeds.org.uk/2018/11/1455/
Within the publication of VeriSM Unwrapped and Applied we also take the reader through the importance of service design and design thinking in an organisation and how everything we do around digital services is centred on the end user.
We explain some of the key terminology like “What is a user journey” and why it matters alongside customer team models, tools and techniques.
You can order a hardcopy or ebook version of VeriSM Unwrapped and Applied from the van Haren publishing website https://www.vanharen.net/shop/verism-unwrapped-and-applied/