Service Design in Government 2017 Conference
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Transcript of Service Design in Government 2017 Conference
Managing the
fuzzy front-end
of a design brief
. Vasia Chistoulaki
Hello!Vasia Christoulaki
DESIGN FOR FUTURE
@VasiaChr I @D4F_org
@VasiaChr I @D4F_org
IT’S ALL
GREEK
TO ME
#SDinGov
GREECE
ECONOMIC CRISIS
GREXIT
CAPITAL CONTROLS
ACROPOLIS
ANCIENT GREEK CIVILAZATION
SUMMER VACATION
GREEK ISLANDS
LOCAL CUIZINE
DESIGN…??
@VasiaChr I @D4F_org
DESIGN
Graphic Design
Interior Design
Product Design
Interaction Design
UX Design
Service Design ?
.
@VasiaChr I D4F_org
Using design to transform
services and organizations
in the context of a great
socio-economical crisis
@VasiaChr I D4F_org
@VasiaChr I D4F_org #SDinGov
@VasiaChr I @D4F_org
Unicorns
are the FUTURE
#SDinGov
Test and iterate
@VasiaChr I @D4F_org #SDinGov
People with new skills
vs
Organizations from the 19th century
.
@VasiaChr I @D4F_org #SDinGov
@VasiaChr I @D4F_org #SDinGov
WE CANNOT
AFFORD
NOTTO CHANGE
@VasiaChr I @D4F_org #SDinGov
.
One step at
a time…(?). .
@VasiaChr I @D4F_org
THE PUBLIC SECTOR
DESIGN LADDER –
DESIGN COUNCIL (2013)
THE TRAINING PROGRAM
@VasiaChr I @D4F_org #SDinGov
Public organizations do design.
THE TRAINING PROGRAM
@VasiaChr I @D4F_org #SDinGov
1/
Create internal design capacity
while solving current organizational
challenges
THE TRAINING PROGRAM
THE TRAINING PROGRAM
@VasiaChr I @D4F_org #SDinGov
2/
A systemic approach:
Strategy guides design AND
design guides strategy.
THE TRAINING PROGRAM
COMBINE TOP-BOTTOM AND BOTTOM TOP APPROACH
@VasiaChr I @D4F_org #SDinGov
THE TRAINING PROGRAM
Employees’ needsUsers’ needs
Business ModelStrategy
Create briefs for participantsCo-design the training
Do the training
Inform strategy through design
outcomes
@VasiaChr I @D4F_org
THE TRAINING PROGRAM
Creating the right user
research strategy
.
#SDinGov
@VasiaChr I @D4F_org #SDinGov
3/
Design = People, Systems & Change
Managing change through people
.
THE TRAINING PROGRAM
It takes two to tango!.
.
@VasiaChr I @D4F_org
REFLECTION – OVERCOMMING BARRIERS
#SDinGov
@VasiaChr I @D4F_org #SDinGov
An organization in identity crisis
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
Service design is
organizational design
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
Selling co-design helps in buy-in
but are organizations ready
to support it?
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
When it comes to
public commissioning …
TIME is your enemy!
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
If I could change 1 thing…
Create “hot groups”
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
How might we…
manage ambiguity and fuzziness
during the initial phases of a brief ?
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
Create frequent feedback loops
.
REFLECTION – OVERCOMMING BARRIERS
@VasiaChr I @D4F_org #SDinGov
Our biggest mistake…
Have a big vision
But start small and then scale
.
REFLECTION – OVERCOMMING BARRIERS
THE DOUBLE DIAMOND…. BEFORE THE DOUBLE DIAMOND
.
@VasiaChr I @D4F_org #SDinGov
If I could do it again….
I would do it ALL different!
.
REFLECTION – OVERCOMMING BARRIERS
Thank you!
.Vasia Christoulaki
@VasiaChr I @D4F_org