It is impossible to design a perfect service experience straight away. Some things will only be discovered once a service is live. 

CIT 08 principle 5 feedback v02 r02

Continuous refining and iterating are a key component of any good design practice.

To create an iterative environment that is always improving ensure that appropriate measurement and plans are in place to learn and act on. For example, lessons learned through one iteration can be applied to later ones, leading to continuous improvements over time. 

Change occurs through the surrounding environment and those who are involved in the program, so it’s important for the program to evolve with them at a similar rate. This way the program will become an ever evolving system that keeps up with the demands, needs and expectations of everyone involved. 

To learn more read Step 3. Define the program service experience.

In Melbourne

Pilot the Step-by-Step Guide and Design Principles with the existing four laneways that are currently nominated for the first round of the ‘Green your Laneway’ initiative.  

Highlight to participants that the program is a ‘work-in-progress’ and that their feedback will help further evolve and mature it. Given the opportunity and the right avenue, most people will want to have a say and become involved.   

Make it easy for the program owner(s) to action learnings. For example, give them the authority to make adjustments based on their direct experiences of working with the four awarded laneways on a regular basis – they are in the best position to identify and resolve issues. Overarching insights can also be shared with the wider Council to improve other existing service offerings or inform future initiatives.