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Vanessa Rodrigues and Josina Vink: Agency in Designing: Contextual Factors Influencing Actors` Actions in Service Design Processes

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RSD5 Presentation: Vanessa Rodrigues and Josina Vink: Agency in Designing: Contextual Factors Influencing Actors` Actions in Service Design Processes

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Vanessa Rodrigues and Josina Vink: Agency in Designing: Contextual Factors Influencing Actors` Actions in Service Design Processes

  1. 1. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 1 Shaking Vanessa Rodrigues Linköping University Josina Vink Experio Lab & Karlstad University the Status Quo Upin the Healthcare System
  2. 2. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 2 We talk about designing onto systems, not within systems . . . We are separate from the system. We are embedded in the system.
  3. 3. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 3 Inside healthcare you feel the pressure of the status quo. . .
  4. 4. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 4 Case Study: Experio Lab Experio Lab is a national centre for patient-focused service innovation in Sweden. The Experio Way involves: • Curiosity and empathy for people’s everyday lives • Courage to dream of a better future • Co-creation to make it happen
  5. 5. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 5 “We were born as a project with a certain task to change and to provoke and challenge. It is built into the construction and DNA.” - Experio Team Member
  6. 6. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 6 Projects - Examples Chronically Engaged The Gender Lab Open 4 Citizens Mental Health for Youth Seniors Centre 2.0 Test Tube Trip Hand Hygiene The Patient Journey
  7. 7. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 7 We’re breaking down silos by bringing all stakeholders together. It shifts perspectives to see things from the patients` point of view.
  8. 8. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 8 The Experio Way Enacting new social structures: • People-centric • Change-oriented • Collaborative • Participatory
  9. 9. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 9 Something that we have to struggle with now is other people`s time. Every minute we put in this project, our visitors have to stand back.
  10. 10. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 10 “People just go, `Nice work . . . but who asked you? That doesn´t fit into my everyday work.´ We learned that we need to have someone order our projects.” “We need leadership that understands innovation and there are not so many.”
  11. 11. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 11 “We have been told that we shouldn`t be limited by what is possible, but . . . ”
  12. 12. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 12 “The core is like a black hole. It has a gravitational pull. I have to do this; I have to do this. And it is getting worse and worse now. We are in a situation where we have a lot of patients and the resources are diminishing.”
  13. 13. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 13 Maintaining old social structures: • Provider-centric • Risk averse • Hierarchical • Expert-driven The Status Quo
  14. 14. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 14 The Experio Way Enacting new social structures: • People-centric • Change-oriented • Collaborative • Participatory Maintaining old social structures: • Provider-centric • Risk averse • Hierarchical • Expert-driven The Status Quo
  15. 15. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 15 Embedded Agency Embedded Agency enacting Social Structures Actions influencing
  16. 16. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 16 Incumbants vs. challengers tensions!
  17. 17. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 17 Incumbants vs. challengers How can systems theory help the challengers to shake up the status quo?
  18. 18. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 18 Leverage points 12. Constants, numbers 11. Size of buffers 10. Stocks and flows 9. Lengths of delays 8. Negative feedback loops 7. Positive feedback loops 6. Information flows 5. Rules of the system 4. Power to change structure 3. System goals 2. Mindset or paradigm of the system 1. Power to transcend paradigms in increasing order of effectiveness Meadows (2008)
  19. 19. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 19 Shifting mental models Meadows EVENTS PATTERNS STRUCTURES MENTAL MODELS Increasing leverage
  20. 20. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 20 Sometimes you just have the solutions in your mind and it is kind of controlling your mindset. They have a mindset that is - we are the experts, we know what they should do, they over there must do it.
  21. 21. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 21 We give people the opportunity to see their own work from another perspective. I am ashamed that I haven´t understood the real needs of the patients. I thought I knew.
  22. 22. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 22 “I will make sure that I have these coaches for each moment. They need someone to inspire them or guide them . . ..”
  23. 23. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 23 “It is a powerful way to explain what you mean to a large group, to do it in a physical shape.”
  24. 24. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 24 “If a factory is torn down but the rationality which produced it is left standing, then that rationality will simply produce another factory. If a revolution destroys a government, but the systematic patterns of thought that produced that government are left intact, then those patterns will repeat themselves... There’s so much talk about the system. And so little understanding.” - Robert Pirsig, Zen and the Art of Motorcycle Maintenance
  25. 25. @VENZRODRIGUES @JOSINAVINK | SHAKING UP THE STATUS QUO | #RSD5 25 Questions?

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