Blended design teams: from clients and consultants to co-workers

role of design !in organisations is growing

“The customer is increasingly buying a set of ongoing relations and interactions through

which service will be rendered” Cefkin 2006

mission: a new retail store design

brief: “test all the things and tell us if they work”

what is a blended design team?

why

blended design !teams?

the how & !

thewhat !

of it all

shared à design leadership

outputs!outcomes vs

Digital

Retail

Self Service

Capability

Senior leadership

Yammer

Change

Marketing

Digital

Retail

Self Service

Capability

NAB Care

Commercial Cards

Innovation

Marketing

Senior leadership

Next Gen

Verification

Compliance training

Intranet

Business Bank

Out of the box

Yammer

Yammer

role of artefacts

As the role of design grows and diversifies, we need to be able to deliver timely commercial insight, whilst still being on the lookout for those “’crystallising’ moments: observations, ideas, connections, which are not complete in themselves, but which catalyse a well and richly prepared ground into a completely different way of seeing the world”

Bezaitis, M & Robinson R 2011

what’s changed?

design itself does not solve problems

inform solutions not always provide them

there is no end point to design

avoid fetishisation of design deliverables

a blended design team is

not just designers

service design is about ‘all the things’ all the time

questions? Harriet Wakelam | @hwakelam Owen Hodda | @ohodda Zaana Howard | @zaana

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Blended design teams: from clients and consultants to co-workers

Design

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