Deeper Service Design, applying Systems Thinking for Complexity
Decision-makers and Service designers are wanting to enable better and more profound outcomes in their designs. This workshop focuses on real person-centred services, and takes product based transactional methods to deeper levels.
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Objectives
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How - Using robust examples and case studies that I have personally lead, we will to explore their underlying concepts and methods. We will look at how you can incorporate these in your work to develop new methods and approaches that you can take forward in your journey of developing your skills.
5 - 6 May 2021, completed
24 -25 March 2021, completed
24 -25 March 2021, completed
Why do this now?
Design Thinking was once seen as a set of unique frameworks, with a set of learnable techniques. Despite the interest and success of Design Thinking, organisations can stubbornly retain a traditional mindset and culture that limits their ability to incorporate innovation. We as designers often get frustrated at their inability to pick up new designs.
But today we recognise that Service Design, as a practice, is becoming less about delivering solutions, and more about impacting the end to end service change; together with integrating this into how the business really works and is managed.
By incorporating proven progressive methodologies that deal with transforming services and operations, we can look at how to deepen and strengthen Service Design to enable alternative methods, that allows you to become a more effective designer.
But today we recognise that Service Design, as a practice, is becoming less about delivering solutions, and more about impacting the end to end service change; together with integrating this into how the business really works and is managed.
By incorporating proven progressive methodologies that deal with transforming services and operations, we can look at how to deepen and strengthen Service Design to enable alternative methods, that allows you to become a more effective designer.
Why is this Workshop Different?
We will use successful examples of Digitalisation and Design both from the public and private sectors, to examine the current limitations of Service Design, and see how these can be overcome. We will uncover principles and techniques; some that you can use immediately, and others that will give you pointers for further and deeper collaboration with change experts outside of Design Thinking. This is a practical exploration, where concepts are used to inform the learning around real case studies.
This workshop has been delivered in a workshop format now for two years. The online rework has been completely overhauled.
This is a live class that adapts to your own challenges and barriers to effective design, that you will bring to the workshop. We will explore together how we might overcome them using our new found knowledge.
This workshop has been delivered in a workshop format now for two years. The online rework has been completely overhauled.
This is a live class that adapts to your own challenges and barriers to effective design, that you will bring to the workshop. We will explore together how we might overcome them using our new found knowledge.
Systems Thinking can contribute to Service Design, and deal with Complexity |
We will start with the customer, and learn deeper ways of understanding how customer demand can be understood and designed moving further than research and analytics. That will then lead us into the operations workflow, and the main aspects of delivery that impacts on what matters to customers. We are going to delve into warm data (from Nora Bateson) and ask how complex information is best collated, stored and used.
You will learn how to observe the whole service as an adaptive system, so that we can alter how staff actually work together. And we will look at how to engage managers and leaders so that, together with staff, they understand and lead the change. The workshop, being one full day (split into two), will introduce concepts, that you as the participant will then be able to develop further in your work and in future learning.
You will learn how to observe the whole service as an adaptive system, so that we can alter how staff actually work together. And we will look at how to engage managers and leaders so that, together with staff, they understand and lead the change. The workshop, being one full day (split into two), will introduce concepts, that you as the participant will then be able to develop further in your work and in future learning.
Buchanan's four orders, from Nesta
Government, GDS and Local gov service design
Local government service design is moving from the most simple transactional services, into more complex and people based activities. These existing approaches simply do not work with services that contain complexity. New thinking and approaches is required to achieve the same success in this expanded arena.
The approach we will be examining is one example of Human Learning Systems, a collection of like-minded proven prototypes put together by Prof. Toby Lowe.
The approach we will be examining is one example of Human Learning Systems, a collection of like-minded proven prototypes put together by Prof. Toby Lowe.
Wider Collaboration |
Understand how you can better engage with, and collaborate better, with change experts in the organisation, using their language and understanding how to co-design a service from end to end, and from the bottom up. Moving service design into the realm of whole business change.
Learn techniques to dissolve departmental conflict and engage stakeholders, that points to redesigning the whole end to end service.
Learn techniques to dissolve departmental conflict and engage stakeholders, that points to redesigning the whole end to end service.
Workshop Detail
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About John Mortimer |
I originally started in IT and managing operational departments, and quickly realising that the ability to make a difference lay beyond the technology or in any specialism itself. I worked in software, operations, engineering, robotics, and finally business consulting. I have an MBA that corresponds to a business background.
Over 40 direct interventions in change and transformation, learned from consultancies and experts in their field.
I am now returning back the experience and knowledge gained, both from the mistakes, and the successful outcomes that have been achieved across a myriad of services. Incorporating learning has been borrowed by ‘standing on the shoulders of giants’.
We have been working with different ways to incorporate Design Thinking into organisational design, since 2005. Looking at how to go about re-inventing work, and the way we manage and work together.
Over 40 direct interventions in change and transformation, learned from consultancies and experts in their field.
I am now returning back the experience and knowledge gained, both from the mistakes, and the successful outcomes that have been achieved across a myriad of services. Incorporating learning has been borrowed by ‘standing on the shoulders of giants’.
We have been working with different ways to incorporate Design Thinking into organisational design, since 2005. Looking at how to go about re-inventing work, and the way we manage and work together.
Pre-requisites & Preparation |
You will already have real world design or change experience to gain maximum benefit from the workshop. And you must be expecting to expand your view of Design and Change that you currently hold, that will challenge some of your currently held assumptions. If you're not prepared to take concepts, internalise them, and move them forward yourself, this workshop is perhaps not for you.
The workshop is substantial. A virtual medium is not ideal for any workshop, and a massive design effort has gone into making this as effective and a learning environment as I can! For reflection, a one to one follow up session is also included.
You will need to put aside two half days, and have access to a good screen and audio/ visual.
The workshop is substantial. A virtual medium is not ideal for any workshop, and a massive design effort has gone into making this as effective and a learning environment as I can! For reflection, a one to one follow up session is also included.
- You are an experienced designer, a change agent, or IT based. You may be leading other designers.
- You may be a manager or owner of a service.
- A consultant, wishing to expand their understanding of systems thinking.
You will need to put aside two half days, and have access to a good screen and audio/ visual.
After booking, you will receive invitation details, and be asked about the issues you face at work that you hope to work on in this workshop.
