JOUMANA MATTAR | FJORD | @JOUMANAMATTAR

INCREASING VALUE EXCHANGES THROUGH CO-CREATION, COLLABORATION, AND PLAY!

DESIGNING PLAYFULLY SUSTAINABLE HANDOVERS

OCTOBER 3RD, NEW YORK CITY

DESIGNERADMINISTRATOR P.E. TEACHER ENGINEER LIBRARIAN RESEARCHER

INSPIRATION: SCOUTS DU LIBAN

CHEMIST

TEAMWORK

IMPACT: SCOUTS DU LIBAN

NATIONAL EVENT, LEBANON, MAY 2011, 2500 CHILDREN

CUB SCOUT RALLY

Lead Like Butler: Six Principles For Values-Based Leaders

LESSONS LEARNED

GOOSE MIGRATIONS

SHARING A COMMON GOALAs each goose flaps its wings, it creates “uplift” and reduces air friction for the birds that follow. By flying in a V-formation, the whole flock achieves a 70% greater flying range than if each bird flew alone.

INCREASING VISIBILITYFlying in a V-formation increases visibility as every goose can see what’s happening in front of them and they can modify course accordingly.

EMPOWERING OTHERS TO LEADWhen the lead goose gets tired, it rotates back into the formation and allows another goose to take the leadership position.

RECOGNISING GREAT WORKThe geese honk to recognise each other and encourage those up frontto keep up their speed.

STAYING ON COURSEThe geese migration routes never vary. Even when the flock members change, the young learn the route from their parents. Main values are passed on.

By providing non-designers with the tools to understand service design and give feedback; we enable sustainable implementation, and open communication for continuous improvement.

VX has 3 functions: • Sharing insights and service design processes • Allowing tacit knowledge to be transferred • Acknowledging all stakeholder needs,

responsibilities and contributions

How? By enabling: • Collaboration and play • Value in use • Designing for outcome

LET´S FLY TOGETHER!

IDENTIFY

PLAYERS Internal stakeholders, representing various departments, working together, prioritising, and designing the process to reach the desired outcome

FACILITATOR Service designer, empowering internal stakeholders and enabling smooth handovers

OBSERVER Project owner, vision keeper

END USER Central playing piece, represented by personas, that define moments of discomfort to address

ROLES

PREPARE

• Do the research

• Customise the kit

• Set up the value board

1. PRE-GAME

• Facilitate and observe

• Keep the teams on track and on time

• Align towards the moment of delight

2. DURING

• Reframe and sum up

• Document steps and takeaways

• Share the value board within the company

3. POST-GAME

GAME SET UP

LET´S PLAYIncreasing value exchanges through co-creation, collaboration and play!

10 MINS - AS A TEAM

Introduce yourselves

Meet the fictitious brand: SOCKY

Review the 4 personas and choose 1

MEET YOUR TEAM, BRAND & PERSONA

5 MINS - AS A TEAM

Address the moment of discomfort your persona is facing Align and work together to design the outcome into a moment of delight

TRANSFORM DISCOMFORT TO DELIGHT

Each color represents a different role within the company. Choose a role that will help your team reach the moment of delight. Discuss your choice with your team mates to see how you can help each other achieve your common goal.

Possible roles include: Marketing, HR, Legal, Supplier, Sales, IT, Brand, Production, Accounting, Customer Service, Sales, Maintenance, Engineering, Service Design.

CHOOSE YOUR PLAYING PIECE

5 MINS

10 MINS - AS A TEAM

Transition from the moment of discomfort to delight In 3 phases. Write the phases down.

BREAK DOWN THE PROCESS

Each v-formation has a leadership position and supporting positions. After discussing with your team, place your playing piece in each of the 3 phases. Remember to rotate leadership according to what brings most value to each Phase.

TAKE YOUR PLACE ON THE VX BOARD

10MINS

FILL IT OUT Reflect on your position in the V formation. Write 1 word for every category on your playing pieces. Categories include your skills and assets as well as your needs, vital input in order to reach your common goal.

I HAVE… Assets that I control and that I can put at the disposal of my team

I CAN… Offer soft skills to my teammates

I NEED… Intangible help in order to reach the moment of delight

Be proactive and take responsibility for your contributions.

5 MINS - INDIVIDUALLY

10 MINS - AS A TEAM

Phases 2 and 3 await. Remember the geese´s transitional leadership, and reevaluate your position on the board.

KEEP MOVING FORWARD

5 MINS - AS A TEAM

Reflect on the process: • What was the impact of changing leadership?

• What factors affected team choices and prioritisation?

• Where did a shift in project dynamics and flow occur?

Highlight takeaways with the

Win-Win-Win approach

(User-Employee-Brand)

UNEXPECTED COLLABORATIONS ROLE

ASSUMPTIONS

WORKING PROCESSES

ARRIVE AT YOUR COMMON GOAL

SHARE LEARNINGS

LESSONS LEARNED

• Encouraging knowledge transfer through multi-disciplinary and multi-departmental teams

• Acknowledging needs and capabilities of all stakeholders

• Empowering stakeholders by giving them decision making abilities

• Enforcing transparency by making hidden processes visible to all

• Shifting employees from reactive implementors to pro-active co-creators

REFLECTING ON THE JOURNEY

COMMIT TO DELIVERING REAL VALUE

Design and Innovation from Accenture Interactive

THANK YOU!

Let´s continue the conversation! joumana.mattar@fjordnet.com I @joumanamattar