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Service Design in Government 2017 Conference

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Presentation at the Service Design in Government 2017 Conference (http://govservicedesign.net/2017/) about the first ever service design project that was commissioned by a Greek public institution. We talked about the approach followed to create the design proposal, the reasons why it was not implemented and the obstacles facing countries under crisis trying to apply service design in the public sector.

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Service Design in Government 2017 Conference

  1. 1. Managing the fuzzy front-end of a design brief . Vasia Chistoulaki
  2. 2. Hello!Vasia Christoulaki DESIGN FOR FUTURE @VasiaChr I @D4F_org
  3. 3. @VasiaChr I @D4F_org IT’S ALL GREEK TO ME #SDinGov
  4. 4. GREECE ECONOMIC CRISIS GREXIT CAPITAL CONTROLS ACROPOLIS ANCIENT GREEK CIVILAZATION SUMMER VACATION GREEK ISLANDS LOCAL CUIZINE DESIGN…?? @VasiaChr I @D4F_org
  5. 5. DESIGN Graphic Design Interior Design Product Design Interaction Design UX Design Service Design ? . @VasiaChr I D4F_org
  6. 6. Using design to transform services and organizations in the context of a great socio-economical crisis @VasiaChr I D4F_org
  7. 7. @VasiaChr I D4F_org #SDinGov
  8. 8. @VasiaChr I @D4F_org Unicorns are the FUTURE #SDinGov
  9. 9. Test and iterate @VasiaChr I @D4F_org #SDinGov
  10. 10. People with new skills vs Organizations from the 19th century . @VasiaChr I @D4F_org #SDinGov
  11. 11. @VasiaChr I @D4F_org #SDinGov WE CANNOT AFFORD NOT TO CHANGE
  12. 12. @VasiaChr I @D4F_org #SDinGov .
  13. 13. One step at a time…(?). . @VasiaChr I @D4F_org THE PUBLIC SECTOR DESIGN LADDER – DESIGN COUNCIL (2013) THE TRAINING PROGRAM
  14. 14. @VasiaChr I @D4F_org #SDinGov Public organizations do design. THE TRAINING PROGRAM
  15. 15. @VasiaChr I @D4F_org #SDinGov 1/ Create internal design capacity while solving current organizational challenges THE TRAINING PROGRAM
  16. 16. THE TRAINING PROGRAM
  17. 17. @VasiaChr I @D4F_org #SDinGov 2/ A systemic approach: Strategy guides design AND design guides strategy. THE TRAINING PROGRAM COMBINE TOP-BOTTOM AND BOTTOM TOP APPROACH
  18. 18. @VasiaChr I @D4F_org #SDinGov THE TRAINING PROGRAM Employees’ needs Users’ needs Business Model Strategy Create briefs for participants Co-design the training Do the training Inform strategy through design outcomes
  19. 19. @VasiaChr I @D4F_org THE TRAINING PROGRAM Creating the right user research strategy . #SDinGov
  20. 20. @VasiaChr I @D4F_org #SDinGov 3/ Design = People, Systems & Change Managing change through people . THE TRAINING PROGRAM
  21. 21. It takes two to tango!. . @VasiaChr I @D4F_org REFLECTION – OVERCOMMING BARRIERS #SDinGov
  22. 22. @VasiaChr I @D4F_org #SDinGov An organization in identity crisis . REFLECTION – OVERCOMMING BARRIERS
  23. 23. @VasiaChr I @D4F_org #SDinGov Service design is organizational design . REFLECTION – OVERCOMMING BARRIERS
  24. 24. @VasiaChr I @D4F_org #SDinGov Selling co-design helps in buy-in but are organizations ready to support it? . REFLECTION – OVERCOMMING BARRIERS
  25. 25. @VasiaChr I @D4F_org #SDinGov When it comes to public commissioning … TIME is your enemy! . REFLECTION – OVERCOMMING BARRIERS
  26. 26. @VasiaChr I @D4F_org #SDinGov If I could change 1 thing… Create “hot groups” . REFLECTION – OVERCOMMING BARRIERS
  27. 27. @VasiaChr I @D4F_org #SDinGov How might we… manage ambiguity and fuzziness during the initial phases of a brief ? . REFLECTION – OVERCOMMING BARRIERS
  28. 28. @VasiaChr I @D4F_org #SDinGov Create frequent feedback loops . REFLECTION – OVERCOMMING BARRIERS
  29. 29. @VasiaChr I @D4F_org #SDinGov Our biggest mistake… Have a big vision But start small and then scale . REFLECTION – OVERCOMMING BARRIERS
  30. 30. THE DOUBLE DIAMOND…. BEFORE THE DOUBLE DIAMOND .
  31. 31. @VasiaChr I @D4F_org #SDinGov If I could do it again…. I would do it ALL different! . REFLECTION – OVERCOMMING BARRIERS
  32. 32. Thank you! . Vasia Christoulaki @VasiaChr I @D4F_org

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