Jaclyn Ap: 7 Steps to earn the right to design and deliver
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Technical skills in service design are not enough to influence change in large organisations. When designing to deliver, many organisations are only just beginning to realise the value of Service Design to their bottom lines, yet many delivery and technical teams still don’t understand why it is needed or how to apply it. From my experience working to embed service design in large Australian organisations, I have observed that those in house need to use relationship management and visual communication skills to deliver their work. In this talk I will outline 7 key concepts currently being used to embed service design that you can apply immediately.
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Jaclyn Ap: 7 Steps to earn the right to design and deliver
- 1. www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork 7 Steps to Earn the Right to Design and Deliver Jaclyn Ap | Sydney Metro Australia
- 2. hello hola ciao hej dia dhuit salutJaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 3. How might we better understand how humans work & use this knowledge to influence design outcomes at all levels? 7 steps to earn the right to design and deliver Jaclyn Ap | Sydney Metro Australia
- 4. Relationship Management Visual Communication 7 steps to earn the right to design and deliver Jaclyn Ap | Sydney Metro Australia
- 5. 77 77 Steps to Earn the Right to Design and Deliver Jaclyn Ap | Sydney Metro Australia
- 6. • They can be advocates champion the work… or send it to an early grave • They provide different perspectives help you to navigate an organisation 1. It’s about humans Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 7. • Give them a heads up (the earlier the better) • Articulate exactly what you’re trying to do (with as much detail as possible) • Involve them in the process Learnings Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 8. 2. Understand their needs • Use empathy to view tasks from their perspective Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 9. Ask questions • How do they behave work? • What’s important to them? • What are their skill sets? • What are their pain points? Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 10. • Be relevant • Speak their language • Help them achieve their goals 3. Meet their needs Visual Communication Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 11. • Be clear • Curate the page • Reading = effort 4. Make it easy Visual Communication Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 12. Visual Communication Icons Breathing space ColourFontSimple language Hierarchy/ Layout Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 13. 5. Bring them on the journey • Educate and guide • Provide them with reassurance • Make motivation intrinsic Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 14. Relationship Management Learning through experience Sharing human experiences Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 15. • Reach out and be proactive • Take small steps • Build up an evidence base 6. Be persistent Relationship Management Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 16. • We are curious creative • We simplify complexity • We can see what others don’t 7. Have fun! Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 17. 1. It’s about humans 2. Understand their needs 3. Meet their needs 4. Make it easy 5. Bring them on the journey 6. Be persistent 7. Have fun! Recap Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 18. Videos Brene Brown - Empathy vs Sympathy TED Talk: Christoph Niemann - You are fluent in this language (and don’t even know it) TED Talk: Julian Treasure - How to speak so that people want to listen Books Back of the napkin by Dan Roam Grid systems by Josef Muller-Brockman Thinking with type by Ellen Lupton Websites Icon database - www.thenounproject.com Graphic design tool website - www.canva.com Interesting and useful resources Jaclyn Ap | Sydney Metro Australia7 steps to earn the right to design and deliver
- 19. Jaclyn Ap Customer Experience and Service Design Specialist Sydney Metro Australia Thanks Find me on LinkedIn Email me at ap.jaclyn@gmail.com www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork