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Towards
mindful
service design
Design and Innovation from
Accenture Interactive
Andy Polaine
Group Design Director – Fjord...
2
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Progress
30 years remaining
3
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Progress?
The speed cycle
4
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
(This is how it can f...
Mindfulness &
Long-Term Thinking
5
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Imag...
“We shape our tools and
thereafter they shape us.”
Marshall McLuhan/J.M.Caulkin
6
Andy Polaine – Fjord – Towards a mindful...
Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
Design outside
the lines
As the discipline of des...
8
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Perhaps none of it matters.
Until it ...
9
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
First World Problems
are actual probl...
The capability of technology is
always overestimated.
The difficulty of great design is
always underestimated.
10
Andy Pol...
Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
11
Elegant simplicity in exponentially
complex ec...
12
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The long-term thinking of
landscape ...
13
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Designing to
think in
architecture
I...
14
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
A deadly lack of
long-term thinking
...
15
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Voyager
37 years on
Image: NASA/JPL-...
16
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
An approach to
mindful service
desig...
17
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: NASA/JPL-Caltech
01.
Design f...
18
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Tim Ross - Wikimedia
02.
Cons...
19
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Wikimedia
03.
Use both ego
an...
20
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Fernando Frazão/Agência Brasi...
“Sleep is extremely
important to me – I need to
rest and recover in order for
the training I do to be
absorbed by my body....
22
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: Jo...
23
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: Jo...
24
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: Jo...
25
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
SpringSynthesis
Concepting
Alpha
Bet...
26
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
SummerLaunch
Scale
Maintain
Observe
...
27
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
AutumnHarvest
Reevaluate
Prune back
...
28
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
WinterStop
Recover
Take stock
Resear...
Thecycleneverends
29
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Winter
Autumn
Summ...
Chooseyourcadence.
Anditisachoice.
30
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
M...
“Don’t just do
something.
Stand there!”
Martin Gabel
31Image: Fernando Frazão/Agência Brasil
Andy Polaine – Fjord – Toward...
Thank you.
Andy Polaine
@apolaine @fjord
Service Design Days | Barcelona 2018
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Service Design Days 2018 - Keynote Andy Polaine (Fjord)

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Our industry has become addicted to speed. We lack long-term thinking and deep reflection, yet many of the essential services in our lives – finance, mobility, communications, healthcare, welfare – are services that existed long before any of us were born and will be around long after we die. It’s a sobering an humbling thought and designing them requires care and humility. Now that designers are working in these spaces, it’s essential we avoid unintended consequences at an unprecedented social scale. Sprinting may be great during production, but nobody sprints a marathon without suffering terrible side-effects. This talk takes a stand against the sprinting metaphor and offers a different model for a more mindful, cadence in service design.

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Service Design Days 2018 - Keynote Andy Polaine (Fjord)

  1. 1. Towards mindful service design Design and Innovation from Accenture Interactive Andy Polaine Group Design Director – Fjord Client Evolution @apolaine @fjord Service Design Days | Barcelona 2018
  2. 2. 2 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Progress 30 years remaining
  3. 3. 3 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Progress?
  4. 4. The speed cycle 4 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 (This is how it can feel to clients)
  5. 5. Mindfulness & Long-Term Thinking 5 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image source: Adrian on Unsplash
  6. 6. “We shape our tools and thereafter they shape us.” Marshall McLuhan/J.M.Caulkin 6 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image © Karsh Estate
  7. 7. Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018 Design outside the lines As the discipline of design broadens its horizons, new challenges are arising. To continue making an impact, designers need to evolve how they work, learn, and differentiate themselves. Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
  8. 8. 8 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Perhaps none of it matters. Until it does. Image source: https://9to5mac.com/2018/04/11/zuckerberg-testimony-reaction/
  9. 9. 9 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 First World Problems are actual problems. And Kendall Jenner can’t help us. Image source: Georges Biard - Wikimedia Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
  10. 10. The capability of technology is always overestimated. The difficulty of great design is always underestimated. 10 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
  11. 11. Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018 11 Elegant simplicity in exponentially complex ecosystems is hard. Political, economic, social, technological ecosystem Business ecosystem Multi-channel service Single touchpoint
  12. 12. 12 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 The long-term thinking of landscape architecture Image: Durkc - Wikimedia
  13. 13. 13 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Designing to think in architecture Image source: State Archives and Records of NSW
  14. 14. 14 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 A deadly lack of long-term thinking Image: Durkc - @Natalie_Oxford
  15. 15. 15 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Voyager 37 years on Image: NASA/JPL-Caltech
  16. 16. 16 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 An approach to mindful service design Image: Andy Polaine
  17. 17. 17 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image: NASA/JPL-Caltech 01. Design for the future you
  18. 18. 18 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image: Tim Ross - Wikimedia 02. Consider the full context of the ecosystem
  19. 19. 19 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image: Wikimedia 03. Use both ego and humility in balance
  20. 20. 20 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image: Fernando Frazão/Agência Brasil 04. Go slow to go fast later
  21. 21. “Sleep is extremely important to me – I need to rest and recover in order for the training I do to be absorbed by my body.” Usain Bolt 21 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Image: Fernando Frazão/Agência Brasil
  22. 22. 22 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 The four seasons of design Image: John Seymour - The Complete Book of Self-Sufficiency
  23. 23. 23 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 The four seasons of design Image: John Seymour - The Complete Book of Self-Sufficiency
  24. 24. 24 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 The four seasons of design Image: John Seymour - The Complete Book of Self-Sufficiency
  25. 25. 25 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 SpringSynthesis Concepting Alpha Beta Pilots Image: Wilfried Santer - Unsplash
  26. 26. 26 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 SummerLaunch Scale Maintain Observe Enjoy Image: Kekai Ahsam - Unsplash
  27. 27. 27 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 AutumnHarvest Reevaluate Prune back Repair Stock up for winter Image: Aaron Burden - Unsplash
  28. 28. 28 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 WinterStop Recover Take stock Research Dream Get ready for Spring Image: Andy Polaine
  29. 29. Thecycleneverends 29 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Winter Autumn Summer Spring
  30. 30. Chooseyourcadence. Anditisachoice. 30 Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018 Month Sprint Week Day Project
  31. 31. “Don’t just do something. Stand there!” Martin Gabel 31Image: Fernando Frazão/Agência Brasil Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
  32. 32. Thank you. Andy Polaine @apolaine @fjord Service Design Days | Barcelona 2018

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