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.
Filed under: Public Sector Design, service design | Tags: conference, design, public, research, service
The Nordic conference on Service Design and Service Innovation, Servdes, is the premier research conference within service design and service innovation. Taking place on the st-3rd December, it looked great last year, and I hope will serve up the same this year, and even more…
Servdes has a call for papers for the conference, to be submitted by June.
“The topic for this year’s conference is ExChanging Knowledge. ServDes invites contributions from researchers and practitioners that wish to contribute to the development of a knowledge base on service design, and openly discuss challenges of the field. Changing Knowledge is about investigating the fundamentals in service design and challenging the knowledge inherited from the disciplines which service design has grown out of. Exchanging Knowledge refers both to integrating knowledge from other fields and the ongoing conversation between conference participants with their various roles; consultants, students, in-house, clients and academics. The scientific programme will be composed of papers that have been peer-reviewed in a double-blind review process.”
Reading through the topics for submission and the theme of the conference, it’s great to see a move on from discussions and discovery of the topic to starting to look at the possibilities of what directions the discipline is moving in and where it might go. The topics are interesting and I’m looking at submitting a paper (or two) detailing some of the exciting work I’ve had the pleasure of being part of in the last 12 months. The topics are;
– the business of service design
– politics and design of services
– user involvement
– design in health-care and public services
– service design in for-profit organizations
– theoretical foundations
– the processes of service design
– rigor and relevance of research methods
– novel design tools and techniques
– service design across cultures
– design and service-dominant logic
Work that Snook has done with the ALISS project and mypolice fit into some of the topics and make for interesting developments in the public sector for new models of service delivery. Not to mention Skills Development Scotland dipping their toes (quite fully) in the design thinking puddle and getting to grips with service design, I hope to try and rally them together to put in a submission.
Filed under: Uncategorized | Tags: co design, codesign, design, easy, explanation, public, service, simple, understand
To the point and delightful video making co-design simple by Think Public.
I actually had a discussion yesterday with someone about co-design. It struck me though that the term is still very loose and can be used in multiple ways. Or perhaps it is not clear what it means. It is not participatory design, becauseit is involving the stakeholders and other affiliated professionals other than just end users. Is co-design about the project creators (the designers and developers) meeting with everyone all together in one place like in Panda Island?…or can co-design take place with individual meetings and the information compiled later?
I’m excited about my new project because I finally feel it is a perfect (collaboration pending) example of co-design. I am hoping to work with my end users, the commuters, transport stakeholders, councils, cycling enthusiasts. And I am hoping my central platform is the blog. Watch this space.
Filed under: Uncategorized | Tags: blog, bus, commute, commuter, cycle, cycling, design, designer, edinburgh, glasgow, journey, mind map, project, public, service, station, train
So the new project started today. Throwing myself completely into it as I have set meetings up for the other project in a couple of weeks. This gives me a clear run of executing and pulling together all my research.
Check it out and pass the link on if you know of anyone who may me be interested in the project, especially commuters from Edinburgh to Glasgow.
Filed under: Uncategorized | Tags: blog, commute, commuter, cycle, cycling, design, designer, edinburgh, glasgow, language, learning, new, project, public, service, sign, station
So I have been finally getting round to updating my project blog. It’s been a busy week of presentations and projects. I’m in the midst of setting up a new blog for my final year project which looks at the commuting journey between Edinburgh and Glasgow and how bicycles can be implemented to improve journeys from main stations to places of work and home.
In the meantime I have been updating doweneedwords.wordpress.com, a project that looks at creating a tool to help people learn sign language.