NAVIGATING THE TERRAIN: A Toolkit for Conceptualising Service Design Projects

The findings presented in this toolkit are part of an ongoing development initiative undertaken through a partnership between United Nations Development Programme (UNDP), Yayasan Bursa Pengetahuan Kawasan Timur Indonesia (BaKTI), and  Pulse Lab Jakarta (PLJ).


As development practitioners, we often conduct projects that not only vary in their subject matters, but also in the methods used - we’ve tested projects using a wide range of approaches, from big data analytics to human-centered design, to a blend of both.

In working collaboratively with different partner agencies, we have found that service delivery requires a deep understanding of the enabling environment and the right people; neglecting either of these could compromise the success of the project. Factors such as culture and identity, social and political context, choosing the right stakeholders to participate in the design and delivery of the service, and maintaining the effectiveness of the team should be considered.

The purpose of this toolkit is to guide development organisations and governments in navigating the complicated terrain of developing and delivering services. It will help to develop a bird’s eye view of the potential challenges and tasks required to ensure effective delivery models and quality services. These factors will help to guide the change process: moving from problem identification to tangible concepts, and from concepts to tested pilots.

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