Made Manifest, a service design consultancy specializing in improving services for both providers and users, has shared a compelling account of their successful 2023. Their work spans the private, public, and non-profit sectors, focusing on using design thinking to create impactful changes. This isn’t just another corporate report; it’s a story of collaboration, innovation, and measurable impact, showcasing how design can truly transform services. Let’s dive into their inspiring journey.
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A Year of Impactful Service Design Projects
Made Manifest’s 2023 was packed with diverse and impactful projects. Their approach, centered around consulting, capacity building, and providing unique perspectives, resulted in tangible improvements across various sectors.
Quantifying Qualitative Insights: Bridging the Gap Between Data and Experience
The team cleverly integrated quantitative market research into their qualitative insights from 2022. This combined approach offered a powerful understanding of customer journeys, allowing them to identify high-value improvements and measure their effectiveness. Imagine the power of knowing precisely which service pathways customers are using and quantifying the impact of design changes. This data-driven approach is key to creating genuinely impactful solutions.
Real-World Prototyping and Measurable Results
Made Manifest isn’t afraid to get their hands dirty. They piloted process changes directly with frontline staff, utilizing prototypes such as print collateral, posters, and digital screens to measurably reduce support calls for a critical service. This hands-on approach not only improved staff and customer experiences but also delivered significant cost savings. This commitment to real-world testing separates them from purely theoretical service design consultancies.
Empowering Educators with User-Friendly Resources
The team co-designed, prototyped, and delivered a comprehensive toolkit to support paid professional learning days for early childhood educators. This project highlights their dedication to creating beautiful and easy-to-use resources that alleviate the administrative burden on hardworking educators. This focus on user needs demonstrates a true understanding of service design principles.
Adapting and Delivering High-Impact Training
Made Manifest delivered a multi-day service design training program to the Canada Revenue Agency (CRA), showcasing their adaptability by successfully adapting their in-person course to a remote learning environment. This demonstrates their proficiency in delivering engaging and effective training regardless of format.
Individualized Coaching and Mentorship
Beyond large-scale projects, Made Manifest provides valuable 1:1 coaching, supporting a service design leader in enhancing their writing and reflection practices. This personalized approach underscores their commitment to nurturing talent and fostering professional growth within the field.
Collaboration and Community Engagement
The team collaborated with Ranee Lee 郭恩琳 and DESIGNwith on the s/mallTALK project, conducting ethnographic research in a mall and culminating in a public exhibition and co-creation event. This collaborative project led to a feature in Forbes, highlighting the impact and visibility of their work.
Giving Back: A Commitment to Sustainability
Made Manifest’s commitment to environmental sustainability is commendable. As a 1% for the Planet member, they donated 1% of their gross revenue to environmental non-profits, reaching a lifetime total of $14,679 in 2023. This demonstrates a responsible and socially conscious business model.
Internal Growth and Innovation: A Focus on Team Wellbeing and Efficiency
Made Manifest’s success isn’t solely measured by external projects. The team actively prioritized internal growth, implementing a reduced workweek prototype inspired by the 4-day workweek movement. They prioritized team bonding, investing time in activities like nature walks, crafting sessions, and sound baths. This commitment to employee well-being is a key element of their success. They also prioritized leadership development, specifically focusing on feedback and reflection mechanisms to improve their 1:1 meetings.
Looking Ahead: A Vision for the Future
Made Manifest concluded the year with a “Day of Dreaming,” dedicated to envisioning their future. This proactive approach to strategic planning and team alignment ensures they continue to thrive and evolve.
Conclusion: More Than Just Service Design
Made Manifest’s 2023 year in review isn’t just a report; it’s a testament to their dedication to impactful service design, community engagement, and internal growth. Their focus on measurable results, client collaboration, and employee well-being sets them apart. If you’re looking for a service design consultancy that prioritizes user-centric design, tangible impact, and sustainability, Made Manifest is worth considering.
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