Filed under: inspiration, interesting, service design | Tags: books, design, list, reading, service
Jeff Howard has released a great new ‘wee’ project. I received an email from him a while back asking for some book titles that sit on the Snook shelf which perhaps are not directly related to service design but are of interest. There had been some lists floating around the internet in the last 12 months but Jeff’s list make’s it rather easy to navigate.
“Good books on service design are few and far between. I’ve put together lists in the past and so have other designers but unless you’ve actually read the books it’s tough to see the connections sometimes. Service designers draw inspiration from across disciplines and that means that a raw list isn’t always enough of a roadmap for people to triage unfamiliar reading.”
It was a difficult question because I gather influences from a huge variety of sources but I’ve popped a couple on like Co-design, Simplicity and the Design of Business, and will probably be adding a few more titles soon.
Filed under: Masters in Design Innovation, service design | Tags: design, education, service, servicedesign, thinking
Snook are talking about service design and education as special guests this week on the Coten Project. Andy Polaine asked myself and Lauren as both service design practitioners and myself still being a student to give our perspective on service design education.
The Coten project is a collborative online research activity exploring service design in higher education for 2010 and will see a whole range of different special guests writing essays/creating podcasts/being interviewed and discussing this topic. The guests are then to answer a week’s worth of questions and engage in discussion with the 100 participants.
Looking forward to the questions and hopefully you enjoy the video, let us know what you think.Vodpod videos no longer available.
Filed under: Masters in Design Innovation, Public Sector Design, service design, Transformation Design, Uncategorized, work | Tags: opportunity, public, sector, servicedesign
There’s an event taking place as I write this, from my ‘borrowed’ desk at Skills Development Scotland, that I rather wish I’d been able to attend. Snook received an email last month inviting us to an expert seminar being held by RSA Design & Society, unfortunately we can’t make it because of work commitments.
They are bringing together experts and people who have experience in design management, service design, and people working from the inside. Speakers include Ben Reason from Live Work, Lucy Kimbell who writes the excellent blog, Design leads us where exactly? and Simon Roberts of Intel and the Ideas Bazaar on embedded anthropology and social science. Not to mention my boss here at SDS, Tony Coultas, commenting on our experiences so far.
It is time we see designers switching from outside consultancy to in-house design team, and I don’t just mean a team that designs the company’s ‘look’. It’s time we saw design teams operating at the heart of organisations.
I’ve been working with Skills Development Scotland since September and am about to embark on a larger piece of work for them, designing a toolkit for frontline staff. But it’s the structure of the organisation that needs to be designed in tangent. If you supply people with a design toolkit to ‘see’ things differently and start generating ideas for frontline service delivery and internal operations, you need to support this.
Since being here, I’ve noticed a need for everything to be designed, even down to the last word on a project initiation document. For example, I recall reading a document that used terms like, ‘how can we mitigate this circumstance’ and ‘how can we terminate this operation without lasting damage’?
Through some research I did at the beginning of September last year, I found a majority of service designers turning out to be ENFJs.
“ENFJ (Extraversion, iNtuition, Feeling, Judgment) is an abbreviation used in the publications of the Myers-Briggs Type Indicator (MBTI) to refer to one of sixteen personality types. The MBTI assessment was developed from the work of prominent psychiatrist Carl G. Jung in his book Psychological Types. Jung proposed a psychological typology based on the theories of cognitive functions that he developed through his clinical observations.”
This is research at some stage I’d like to push further into, I’ve always been fascinated a bit by the way we are, our personalities and the choices we make, and a book I dabbled in recently, ‘The challenge of change in organisations’, has spurred this interest even further.
In short, designers are ‘positive optimists’, I found myself (an ENFJ incase you’re wondering) asking, could we change, ‘how can we mitigate this circumstance’ to ‘can we find a way to solve this wicked problem?’. Witnessing a lecture last year by John Wood from Goldsmiths, I was fascinated by his description of designers being able to make the ‘unimaginable possible’ and working towards ‘attainable utopias’. I will save all this for another blog post, but google meta design and go exploring, I’m still trying to get my head round it all.
In an organisation of over 1300 people, change in an organisation is going to be a massive challenge, and you need a positive mindset to want to tackle it. I’m looking forward to my next batch of work kicking off and dealing with the small and larger picture of SDS. How can you embed design thinking into an organisation so large? How can you envisage and implement new processes and ways of doing things?
As Emily points out, this new type of embedded design teams have been described as Service Designers. Why? My take is that service designers have the skills and tools necessary to bring the intangible to life.
Like myself, Emily asks some key questions, the language barrier I feel to be the most critical,
“In practical terms, what is the job description for an in-house designer with a holistic brief? How does an organisation intent on embedding design go about recruiting designers? How is the effectiveness of staff designers paid for their holistic view to be measured? How does the design of services, structures and strategy respond to cost-benefit analysis? How is the language barrier between designers and other specialists to be overcome? How are creativity and innovation to be managed within large and often cautious or risk-averse organisations?”
In practical terms for Skills Development Scotland, it’s a ‘service designer’ and I dare you to take up the challenge.
They are advertising for a 10 month position to join the service innovation team, go on, try something new and get in touch.