Service Improvement Prioritisation

What the framework is

Service improvement prioritisation compares possible changes to a service to find the ones that would most improve it for its users. The template starts with five criteria: Customer Impact, Ease of Implementation, Cost Effectiveness, Strategic Importance and Urgency. The criteria can be changed, added to and weighted.

What the result looks like

When it earns its place

Use it after a customer survey, a complaints review, a service redesign workshop or a staff suggestion scheme, when there are more ideas than capacity to deliver them.

The trap is fixing what staff notice rather than what users feel. Bring in evidence from users, and if you can, people who use the service, so customer impact is judged from their side.

How to run it with a group

1. List each improvement as a specific change, such as "text appointment reminders a day before".
2. Agree the weights for this service.
3. Participants compare the improvements two at a time on each criterion. Participants do not need an account to respond. Three to six options keep it manageable: with five options and five criteria, each person makes 50 comparisons.
4. Read the overall ranking, then the ranking per criterion. Quick wins rank high on ease and impact; start with one or two of those while the bigger changes are planned.

More templates like this

• ICE Scoring

  Prioritise options by Impact, Confidence and Ease. The criteria can be changed, added to and weighted.

• Multi-Criteria Analysis

  Prioritise options across five criteria: Impact, Feasibility, Cost-effectiveness, Equity, and Political Acceptability. The criteria can be changed, added to and weighted.

• RICE Prioritisation

  Prioritise options by Reach, Impact, Confidence, and Effort. The criteria can be changed, added to and weighted.

• Value vs Effort

  Prioritise options by Value versus Effort to surface quick wins and avoid time sinks. The criteria can be changed, added to and weighted.

• WSJF

  Prioritise by Cost of Delay (User & Business Value, Time Criticality, Risk Reduction & Opportunity) against Job Size. The criteria can be changed, added to and weighted.

• Jobs To Be Done

  Prioritise the customer needs, frustrations, and outcomes that matter most. Useful for innovation, product strategy, service improvement, and customer research. The criteria can be changed, added to and weighted.