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Service design in-house - what's the difference?

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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."

Published in: Design
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Service design in-house - what's the difference?

  1. 1. Service Design in-house - what’s the difference? Klara Lindner
  2. 2. THEORY PRACTICE Exercise Lessons Learnt In-house service design Mobisol Background Framework
  3. 3. BACKGROUND ▸ 7 years at Mobisol ▸ PhD research on Service Design & the Global South ▸ Research project to re-ini=ate sdn German chapter
  4. 4. MOBISOL
  5. 5. MOBISOL
  6. 6. MOBISOL HISTORY
  7. 7. MOBISOL HISTORY 2011-2012 2013-2014 2015-2018
  8. 8. SERVICE DESIGN IN ACTION
  9. 9. SERVICE DESIGN IN ACTION
  10. 10. Now…
  11. 11. Service Design in-house - what’s the difference?
  12. 12. Service Design in-house - what’s the difference? Not this meet-up
  13. 13. Service Design in-house - what’s the difference?
  14. 14. OPPORTUNITIES
  15. 15. OPPORTUNITIES Influence what to work on Tackle crucial topics Resources for actual implementa=on
  16. 16. CHALLENGES
  17. 17. CHALLENGES Ambigui=es & sudden changes Responsibility for implementa=on Might be the only designer
  18. 18. 6 LESSONS LEARNT
  19. 19. 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
  20. 20. Framework
  21. 21. 8 SIGNS OF IN-HOUSE SERVICE DESIGN Claim Appraisal Design Target Methodology Team Structure Collabora=on Resources Evalua=on
  22. 22. LIVE: INNOVATION THEATER EXERCISE
  23. 23. 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
  24. 24. 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)
  25. 25. 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

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