Service design in-house - what's the difference?
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Service design in-house - what's the difference?
27 de Dec de 2018•0 gostou•138 visualizações
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Design
Talk given at playframe's meet-up "Designing the Organization" https://www.meetup.com/de-DE/designing-the-organization/events/255853397/ -> "Klara will take you behind the scenes of in-house service design in a tech-driven organization. In her PhD research, Klara also developed a framework of enabling factors for in-house service design, which you’ll get to experience in a short team exercise."
Klara LindnerSeguir
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Service design in-house - what's the difference?
- Service Design in-house - what’s the difference? Klara Lindner
- THEORY PRACTICE Exercise Lessons Learnt In-house service design Mobisol Background Framework
- BACKGROUND ▸ 7 years at Mobisol ▸ PhD research on Service Design & the Global South ▸ Research project to re-ini=ate sdn German chapter
- MOBISOL
- MOBISOL
- MOBISOL HISTORY
- MOBISOL HISTORY 2011-2012 2013-2014 2015-2018
- SERVICE DESIGN IN ACTION
- SERVICE DESIGN IN ACTION
- Now…
- Service Design in-house - what’s the difference?
- Service Design in-house - what’s the difference? Not this meet-up
- Service Design in-house - what’s the difference?
- OPPORTUNITIES
- OPPORTUNITIES Influence what to work on Tackle crucial topics Resources for actual implementa=on
- CHALLENGES
- CHALLENGES Ambigui=es & sudden changes Responsibility for implementa=on Might be the only designer
- 6 LESSONS LEARNT
- 6 LESSONS LEARNT Connect to organiza=onal values Link your work to others’ KPIs >> mgmt buy-in Be mindful of your jargon Provide vocab to help people use an SD mindset Anchor department where development takes place Run internal project >> staff buy-in
- Framework
- 8 SIGNS OF IN-HOUSE SERVICE DESIGN Claim Appraisal Design Target Methodology Team Structure Collabora=on Resources Evalua=on
- LIVE: INNOVATION THEATER EXERCISE
- LIVE: INNOVATION THEATER 1. Take ~5mins as a team to find endings to the phrase “Service design is about …” 2. Create ▸ How would you build service design into your organiza=on? 2. Analyze ▸ How well is your organiza=on doing? 3. Twist and tweak the framework to fit your understanding of in-house service design EXERCISE
- Klara Lindner www.magic-invesOgaOons.com All content part of “Designing services in the Global South - Exploring the concept of silent service design in the off-grid energy sector”, PhD Disserta=on (forthcoming)
- Service Design in-house - what’s the difference | Klara Lindner PICTURE CREDITS ▸ Screenshot from the movie “Songs from the second floor”, Roy Andersson ▸ Mobisol GmbH, www.plugintheworld.com ▸ “Just your average night on State Street in Chicago” by Jake Blucker on Unsplash