Lecture on Service Design and Design Thinking Management Center Innsbruck 2009

LET’S TALK. Arne van Oosterom DesignThinkers Amsterdam Lecture at the Management Center Innsbruck 2009

JUST SOME THOUGHTS ON WHAT IS CHANGING AND WHAT IT COULD MEAN... HOW ALL THINGS ARE CONNECTED.... AND AN ATTEMPT TO EXPLAIN THE EMERGENCE OF DESIGN THINKING AND SERVICE DESIGN...

WHAT IS BAD ABOUT SERVICE DESIGN?

THE WORLD IS CHANGING...

TRY AND IMAGINE: A NON-CHANGING WORLD.

CAN YOU?

WHAT CHANGED FOR YOUR GRANDPARENTS? *I borrowed this from Fred Collopy

THINK ABOUT THIS FOR A MOMENT... *I borrowed this from Fred Collopy

CHANGE IS A CONSTANT.

WHAT IS REALITY?

THERE IS NO SUCH THING AS REALITY.

WE CREATE OUR OWN.

REALITY = PERCEPTION

PERCEPTION = REALITY

MY REALITY IS NOT YOURS!

THAT’S WHY WE NEED CONVERSATIONS.

COMPARING AND EXCHANGING KNOWLEDGE, PERCEPTIONS, REALITIES, IDEAS, ASK QUESTIONS, LISTEN REACT, RESPOND, SHOUT, WHISPER... SHARE

I AM WHAT I SHARE.

CULTURE IS THE ACCUMULATION OF IDEAS -Kevin Kelly-

MEMES. Ideas, symbols or practices, get transmitted from one mind to another through speech, gestures, rituals, etc.

MEMES. Ideas, symbols or practices, gets transmitted from one mind to another through speech, gestures, rituals, etc. ... SPREADING LIKE VIRUSES

MEMES. Ideas, symbols or practices, gets transmitted from one mind to another through speech, gestures, rituals, etc. ... SPREADING LIKE VIRUSES .... following the laws of EVOLUTION

RICHARD DAWKINS first introduced MEMES in The Selfish Gene SUSAN BLACKMORE introduced TEMES...

I AM WHAT I COPY...

I AM WHAT I SAY.

FACILITATING CONVERSATION IS BIG BUSINESS.

OR ARE WE STILL MISSING BUSINESS MODEL 2.0

BASIC HUMAN NEEDS: EATING, DRINKING, HEALTH, RELATIONSHIPS.

COMMUNITY.

EMERGENCE. Complexity from Simplicity, Order from Chaos.

“In philosophy, systems theory and science, emergence is the way complex systems and patterns arise out of a multiplicity of relatively simple interactions.”

THERE IS NO LEADER. JUST THREE RULES:

THERE IS NO LEADER. JUST THREE RULES: FOLLOW THE ONE IN FRONT

THERE IS NO LEADER. JUST THREE RULES: FOLLOW THE ONE IN FRONT KEEP A CERTAIN DISTANCE

THERE IS NO LEADER. JUST THREE RULES: FOLLOW THE ONE IN FRONT KEEP A CERTAIN DISTANCE AVOID THE PREDATOR

http://www.youtube.com/watch?v=-JlsdDOUzSQ&feature=related

PEOPLE CREATED THE FINANCIAL CRISIS. ARE WE AVOIDING THE PREDATOR?

COMMUNITY = NETWORK.

SMALL-WORLD NETWORKS.

“NATURAL LAWS GOVERN THE STRUCTURE AND EVOLUTION OF ALL THE COMPLEX NETWORKS THAT SURROUND US” Albert-László Barabási - Linked -

Your neural network, the power grid of the western United States, and the professional network of film actors are all small-world networks.

EVERYTHING IS CONNECTED TO EVERYTHING six degrees of separation

THE NEW KNOWLEDGE OF NETWORKS WILL CHANGE THE UNDERSTANDING OF OUR COMPLEX SOCIETY

WHAT HAS CHANGED SINCE YOU WERE 10 YEARS OLD?

WHICH CHANGE DO YOU LIKE? WHICH CHANGE DONT YOU LIKE?

A NEW NETWORK EMERGED.

IT UPSETS THE BALANCE.

SELF ORGANISATION.

PEER GROUPS.

DESIGNERS ARE INTERMEDIATORS.

A CHANGING ROLE FOR DESIGNERS.

EMPATHY The ability to sense and understand someone else's feelings as if they were your own.

DESIGN THINKING = building empathy with people.

SERVICE DESIGN = DESIGNING TOOLS OR SYSTEMS, WITH PEOPLE AND FOR PEOPLE, TO SELF ORGANISE, HAVE MEANINGFUL CONVERSATIONS AND TO FACILITATE THE NEED FOR SHARING.

SERVICE DESIGN = MARKETING 2.0

WHAT DO YOU THINK?

LET’S TALK. Arne van Oosterom DesignThinkers Amsterdam 2009

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Lecture on Service Design and Design Thinking Management Center Innsbruck 2009

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