By understanding what is truly important to those who will be involved in the program, you can begin to appreciate and work with their needs, expectations and mindsets. This will help form a solid foundation from which you can make better decisions. 

To help you do this, we have developed a set of Service Design Principles to keep the target group at the core of everything you do in the program. 

As a program owner, use these principles to accompany you through the Step-by-Step Guide and support you in setting up and managing the program in the long term. You can also use the principles to define a standard of success for your program. 

You will find that some principles will resonate more than others, depending on where you are in the process and what your local context is. We recommend checking in on how you are tracking in addressing the principles on a regular basis.