From Monday 18th to Wednesday 20th of September 2023 the first Service Design Workshop at Rwanda Red Cross headquarters in Kigali was held. Facilitated by AutRC Service Design practitioners Patrick Lackner and Rebecca Thomas. The workshop brought together six staff members from different departments within Rwanda Red Cross, each with diverse backgrounds and expertise, to embark on their first-ever service design journey.
During the workshop, the participants utilized various service design tools and techniques to gain a deeper understanding of the needs and expectations of potential Rwanda Red Cross clients. The team started by creating two personas, representing two distinct potential clients of RRC’ Emergency Medical Service. These personas served as a basis for further exploration.
To understand the clients' experiences and interactions with the national society, the team mapped out the client journeys, identifying key touchpoints and pain points. This exercise provided valuable insights into the current service delivery and highlighted areas for improvement and innovation.
Based on the identified pain points and opportunities, the team engaged in a brainwriting session to generate ideas for future services. Each participant contributed their thoughts and suggestions on how to enhance the Emergency Medical Service experience. After evaluating and discussing the various ideas, the team voted for the services they deemed most promising. (A RRC Information Hub and on-site ambulance service for construction sites) Using evidence-based methods, including Lego Serious Play, the team then translated the selected service concepts into low-fidelity prototypes. These prototypes served as tangible representations of the envisioned services and helped the team visualize the potential client experience. Finally, the team presented the prototypes to Rwanda Red Cross senior management. The presentation showcased the envisioned future services and their potential impact on the organization's ongoing mission to provide emergency medical support. Feedback and insights from senior management will be used to further refine and finalize the service concepts.
The outcomes of the Service Design Workshop, including the personas, customer journeys, and low-fidelity prototypes, will be used to develop comprehensive business and action plans for future pilot Emergency Medical Services.