The next TUC Digital Lab session will look at improving union services and processes, how they’re designed and delivered to meet the needs of our members, and how we can leverage digital tools and techniques to help us do it.

Service Design helps organisations better understand the needs of the people they serve, how to improve their interactions with them, make them more consistent, and how the organisation needs to change to make that happen.

We’ll look at how we can use Service Design to improve the experience we offer our members, across the digital, physical and human interactions we have with them. For unions, this means things like handling enquiries better, consistent casework, effective training and support for members. It’ll be useful for anyone who’s involved in the planning or front-line delivery of union services, digital or otherwise, along with their digital colleagues.

The session will have guest speakers, case studies and workshop facilitation as we use journey maps and service blueprints to identify the moments that matter for members and communicate them to our colleagues.

(If you have an example of service design in practice at your union, please get in touch - we’d be delighted to have you share it)