Thinking
Where the practice thinks out loud: journals and research, practitioner writing, podcasts and newsletters worth subscribing to.
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5 resources · Article
A method for mapping a service end to end, showing what the user experiences alongside the frontstage and backstage work that makes it happen. Explained clearly by Nielsen Norman Group.
Nielsen Norman Group's short introduction to service design: what it is, how it relates to UX, and the core concepts of frontstage and backstage.
Ten principles for designing government services, starting with 'start with user needs'. Short enough to read in five minutes and widely borrowed outside government.
Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.
Daniela Sangiorgi's widely cited 2011 paper in the International Journal of Design on service design as a driver of organisational and social change.