Using the playbook

This playbook was designed to help you use the service design and delivery process to create digital products and services. It will help you to empathise with your customers, understand the root cause of a problem, and harness the best ideas from your team to create customer-centric solutions.

It will introduce you to activities you can use to orchestrate diverse groups of people, data, and technology to achieve the Queensland Governments' goals. The plays can also be applied where you are using a Human Centred Design approach.

How to use the playbook

Key playbook concepts

• Plays
• Design stages
• Game plans

Stages of the service design and delivery process

• Discovery
• Alpha
• Beta
• Live

Benefits of adopting the design and delivery process

• Benefits for the people of Queensland
• Benefits for the Queensland Government
• Benefits of working this way

Making game plans

• Combine plays for a stage
• Combine plays to design a product or solution

Sample game plans

• Planning: Kick-off
• Discovery: Discover and understand
• Alpha: Concept development

Facilitating accessible and inclusive sessions

• Accessible and inclusive session planning
• Accessible and inclusive facilitation tips