Futureframe builds upon two well-established disciplines—service design and systems design—to develop sustainable solutions that can operate at societal scale:
Service design is a fresh take on traditional business process management that reimagines the end-to-end service experience from the point of view of both recipient and service provider. It aims to create a consistent, empowering user experience across the multiple touchpoints comprising an extended user journey, alleviating pain points, addressing barriers and providing seamless delivery across complex ecosystems. This co-creative process succeeds by ensuring the needs and constraints of all stakeholders—from the customer to those who play a role in creating, enabling or delivering the service—are met.
Systems design examines the components and interactions that come together to create a whole. In the case of federal agencies, a “whole” may be a cross-agency or cross-government function or outcome. This discipline aims to rethink and redesign the "whole" while considering its component elements, examining how these elements interact with each other, and optimizing interactions to produce a streamlined and improved future state. While it is an effective approach for addressing immediate and near-term constraints, it is especially valuable when guiding the longer-term evolution of capabilities and services toward a common goal.
Both service design and systems design are fundamental components of Futureframe.
Data-driven research also plays a critical role in human-centered design and Futureframe. Whether qualitative or quantitative, data-driven research enables a more holistic understanding of current experiences and opportunities to design more effective experiences in the future. It also defines the baseline as well as the aspiration or future state. As such, these insights support the process of testing, proving and refining hypotheses.