[Request]: New method card: Defining Service Measures & Managing Data

[amandarkennedy]

A description of the work

Note: This ticket originated in the service design sub-chapter's Trello board. It will likely need further refinement before it is prioritized.

Point of contact on this issue

@katefisher808 (original author)

Skills Needed

• Any Human
• Design
• Content
• Engineering
• Acquisition
• Product
• Other

Does this need to happen in the next 2 weeks?

• Yes
• No

How much time do you anticipate this work taking?

2-3 days

Task List

• Draft a method card for Defining Service Measures using this template
• Determine which Methods section it should live under.
• Get the content and IA reviewed. This could be either reviewed by one of the service design supervisors, @elisaachen @MelissaBraxton @lauranash18f, or someone from product.

Acceptance Criteria

• Publish the new method card.

[amandarkennedy]

Hi @katefisher808 — I transferred this over from the service design trello board. Not urgent — feel free to add more context to the ticket description!

[bpdesigns]

Hi @katefisher808 is this still current? There is another ticket for a user story method issue.

[elisaachen]

Hi @bpdesigns ! Not to speak for Kate by any means, but I think the user story method is different than this ticket. I think in Amanda's acceptance criteria, the reference of "user story" was more an action item to articulate a user story for defining a service measure. I know @katefisher808 is OOO this week so might expect a delayed response.

[amandarkennedy]

Thanks @elisaachen! @bpdesigns it is also possible that I may have copy/pasted the acceptance criteria from the user story ticket. So we should keep both tickets. Thanks!

[bpdesigns]

Thanks @amandarkennedy @elisaachen!

[MelissaBraxton]

This is an interesting idea! I could certainly see adding service metrics as a "validate" method, but I'd like to have a better sense of the content. (And I'm intentionally using the word metric here. "Measures" implies the actual number, whereas "metric" is about establishing what you'll measure and how you'll assess progress, which is I think what we want here.)

I'd think it could be pretty tough to cover both identifying metrics and also managing data in a single card, and I'd also suspect that data management would be hard to write about in a way that is both concise enough for a method card and also detailed enough to be actionable?

Consider whether more there's a good justification for service metrics and data management as a section in a guide?

Last caveat, I believe my role as content owner is to review/approve content, but I believe prioritization decisions / whether this is the right work to take on right now belong to @adunkman.

[katefisher808]

Thanks all! Took me a minute to re-remember what this trello card was about from a past service design brainstorm awhile back. Yes Elisa and Melissa are spot-on, the initial idea was more about defining metrics (and metrics of success) across a service experience which probably fits in 'validate' or 'decide' sections. with less of a focus on the managing data side of things which gets into more nuanced project-specific approaches. I'll update the description of this ticket with some additional thinking.

[bpdesigns]

Thank you @katefisher808 !!

[katefisher808]

Sharing an overview + three general sources of inspiration for the method itself. Happy to be a contributor/supporter on this if it is prioritized within TLC.

Overview: To learn how well our services are working, we need to measure short, medium, and long-term outcomes across the different moments in a service experience.

Method: Outlining short, medium, and long-term outcomes and corresponding metrics that help to measure progress toward those outcomes

Inspiration:

• https://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes-and-measurement/
• https://design-kit-staging.s3.amazonaws.com/procedures/worksheets/000/000/068/original/DesignKit_indicatormadlibs_worksheet.pdf?1590455790
• https://www.gov.uk/service-manual/measuring-success/how-to-set-performance-metrics-for-your-service
• https://civicservicedesign.com/focus-on-impact-setting-measures-of-success-76dd207dbaf0