1.
Service
Design
Drinks
E S BZ / F E B R UA RY 1 8 , 2 0 1 5
Education
Manuel Großmann, Fuxblau

2.
Katrin
PhD Candidate,
University of
Potsdam
Who are we?
Olga
Business
Consultant,
Fuxblau
Manuel
Service
Designer,
Fuxblau
Mauro
Designer,
SAP
Martin
Designer,
Nokia/HERE

3.
Who is the host?

4.
Going global
https://youtu.be/9pyxQr7Y1cg
The Service Design Drinks were video recorded for the
first time. You can watch the full session here:

5.
Focus education at schools

6.
improving schools high impact=

7.
#1 What
#2 Why
#3 How
Exercise
AG E N DA
Service Design Drinks On Education
Context
Challenges
Strategies for improvement & examples

8.
What
Context

9.
The evolution of the rest of the world
schools
time
improvement
the internet
happened
the rest of
the world

10.
learning how
things work
exchanging
photos
sharing
homework
Students’ reality

11.
“Last week I was asked for help by a colleague
since the interactive whiteboard was ‘broken’. The
problem: a cable was loose.”
— M I C H A E L B U S C H
teacher in Hamburg
*

12.
Reality at school
Photo: Michael Busch, teacher in Hamburg

13.
Computer lab
Photo: Flickr artist elaine000

14.
Banning mobile phones
Photo: Flickr artist David Sudgen

15.
Are students way ahead of their
teachers and of school reality?

16.
International Computer and Information Literacy
Study (ICILS) 2013: “Preparing for life in a digital
age”
November 2014

17.
Computer literacy
“an individual’s ability to use computers to
investigate, create, and communicate in
order to participate effectively at home, at
school, in the workplace, and in society”
Definition by Fraillon, Schulz, & Ainley, 2013

18.
Data base of the ICILS
60,000 students grade 8 (or equivalent)
35,000 teachers
21 countries*
*or education systems
Source: Executive summary of the ICILS 2013

19.
Access to computers & internet at home
Source: Executive summary of the ICILS 2013
*cross-national average of 8th graders
94%*
at least one computer
(desktop, laptop,
notebook, or tablet
device)
48%*
three or more
computers at home
92%*@ some form of
internet connection

20.
Years of computer usage since
5 - 7 years
38 %
29 %
33 %
7+ years
Source: Executive summary of the ICILS 2013

21.
Computer usage at schools
Denmark 40.2
Poland 18.4
Germany 9.1
25 50 75 1000
every day at least once a
week
at least once
a month
less than
once a month
never
Canada 73.0
Source: Presentation of Dr. Heike Schaumburg at “Richtungsweiser Bildung”

22.
“[…] we would be naive to expect
[students] to develop computer and
information literacy in the absence of
coherent learning programs”
Quote from the executive summary of the ICILS 2013

23.
Study findings
Source: Executive summary of the ICILS 2013
young people are not the digital natives
who we think they are
knowledge & skills can and should be taught
need to focus on increasing teacher
expertise in information and computer
technology use

24.
How to get teachers on board?
will
skill
tool
higher frequency
of usage
Based on the Will-Skill-Tool-Model by Knezek et al 2000

25.
Why
Challenges

26.
Challenge #1
The trouble of ownership

27.
Teachers are breaking the law every day
because they want to use materials that
are up to date.

28.
Copyright & service innovation
O W N E R S H I P
O F M E D I A
ACC E S S
TO CO N T E N T
music on CDs Spotify
movies on DVDs Netflix
knowledge inside
school books
???

29.
meinunterricht.de
APPROACH Access to proprietary high quality content

30.
scook
APPROACH Access to proprietary high quality content

31.
APPROACH Access to creative commons content (OER)
lernox

32.
Challenge #2
Empowerment & digital tools

33.
computer rooms no integrated learning
tablets & laptops financial burden
bring your own
device
inclusion of all students
smartboards teachers need training
free wifi legal issues & misuse
T E C H S O LU T I O N S H U R D L E S

34.
APPROACH Regular feedback to improve teaching
Edkimo

35.
APPROACH Connect teachers to help each other (P2P)
Lehrerkolleg

36.
APPROACH Computers as part of an open learning environment
Freies Christliches Gymnasium Düsseldorf

37.
APPROACH Students work on solutions
Student initiative at “Leibnitz Gymnasium”

38.
Challenge #3
Multiple stakeholder

39.
1 Germany 16 federal states

40.
teachers
parents
students
politicans
school board
universities
administration

41.
APPROACH
?

42.
Bringing in
Service Design

43.
Tool: Stakeholder Map
People-Centerer view on an ecosystem
Understand who affects and who is
affected by a service
Illustrates relationships &
dependencies
WHAT
WHY
HOW List all stakeholders
Annotate relationships

44.
EXAMPLE Map of relationships
FuxBlau
Stakeholder Map
.............................
.............................
.............................
.............................
.............................
................................
................................
................................
................................
teachers
students
parents
administration
school board
friends
publishing
houses

45.
EXAMPLE Centered approach
FuxBlau
Stakeholder Map
......................
......................................
.................................
................................
................................
........................................
.................... ....................
........................................
................................
................................
.....................
.....................
.....................
.....................
.....................
.....................teachers
students
parents
school
board
publishing
houses
Federal
politicians

46.
Exercise

47.
Exercise
Create a stakeholder map that helps you to tackle
your challenge (challenges are on the work
sheets).
1. Brainstorm and collect all stakeholders. Put
each stakeholder(group) on a single post it.
2. Bring the stakeholders in an order that helps
you to make sense of the ecosystem.
3. Annotate the kind of relationships that the
stakeholders have with each other.

48.
Take-away

49.
Will-Skill-Tool model
will
skill
tool
higher frequency
of usage
Based on Knezek et al 2000

50.
Take-away
teachers’ expertise needs to be improved
the access of learning materials (content)
needs to be improved
to solve education challenges we need to
manage stakeholders better
students are not as computer literate as
one might think

51.
Nov 13–14, 2015
at Kalkscheune,
Berlin / Germany
Interactive
conference for
Service Innovators

52.
Thank you
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin