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blended design
teams:
from clients and
consultants
to co-
workers  Harriet Wakelam   | @hwakelam | NAB
           Owen Hod...
role of design
in organisations
is
growin
g         “The customer is increasingly buying a
        set of ongoing relation...
missio
  n:
 a new
retail
brief:
“test all the
 things and tell
 us if they work”
what is a
blende
d design
team?
why
blended
design
teams?
thehow      &

thewhat
of it all
shared 
  design
leadershi
    p
outputs
outcom
   vs

  es
Digital
                     Digital
                    Yammer

   Retail            Retail
                Senior leader...
role of
artefac
   ts
   As the role of design grows and diversifies, we need to be able
   to deliver timely commercial i...
what’
 s
change
does
not
solve
problems
infor
m
solutions not
to
design
there is no end point
avoid
fetishisatio
n
of design
deliverables
a blended design
team is

not
just
service design is
     about
   ‘all the
  things’
  all the
question
s?
    Harriet Wakelam | @hwakelam
      Owen Hodda | @ohodda
     Zaana Howard | @zaana
with thanks to…..
Jess Ukotic | Cong Cao | Matt Sale | Peter
Holmes | Louise Long | Anthony Waldron |
Lev Orosz | Mandy Ch...
General information only
This presentation contains general information only, and none of Deloitte Touche Tohmatsu Limited...
Service design ausralia 2012   Blended teams,
Service design ausralia 2012   Blended teams,
Service design ausralia 2012   Blended teams,
Service design ausralia 2012   Blended teams,
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This presentation describes work carried out across multi-channels using a blended teams that took a design thinking approach to testing multi-channel services for a new bank branch.

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Service design ausralia 2012 Blended teams,

  1. 1. blended design teams: from clients and consultants to co- workers Harriet Wakelam | @hwakelam | NAB Owen Hodda | @owenhodda | Deloitte Zaana Howard | @zaana | QUT
  2. 2. role of design in organisations is growin g “The customer is increasingly buying a set of ongoing relations and interactions through which service will be rendered” Cefkin 2006
  3. 3. missio n: a new retail
  4. 4. brief: “test all the things and tell us if they work”
  5. 5. what is a blende d design team?
  6. 6. why blended design teams?
  7. 7. thehow & thewhat of it all
  8. 8. shared  design leadershi p
  9. 9. outputs outcom vs es
  10. 10. Digital Digital Yammer Retail Retail Senior leadership Self Service Self Service Next Gen Capability Verification Capability NAB Care Business Bank Senior leadership Commercial Cards Compliance training Yammer Innovation Intranet Change Marketing Out of the box Yammer Marketing
  11. 11. role of artefac ts As the role of design grows and diversifies, we need to be able to deliver timely commercial insight, whilst still being on the lookout for those “’crystallising’ moments: observations, ideas, connections, which are not complete in themselves, but which catalyse a well and richly prepared ground into a completely different way of seeing the world” Bezaitis, M & Robinson R 2011
  12. 12. what’ s change
  13. 13. does not solve problems
  14. 14. infor m solutions not
  15. 15. to design there is no end point
  16. 16. avoid fetishisatio n of design deliverables
  17. 17. a blended design team is not just
  18. 18. service design is about ‘all the things’ all the
  19. 19. question s? Harriet Wakelam | @hwakelam Owen Hodda | @ohodda Zaana Howard | @zaana
  20. 20. with thanks to….. Jess Ukotic | Cong Cao | Matt Sale | Peter Holmes | Louise Long | Anthony Waldron | Lev Orosz | Mandy Chambers | Warren and Mahoney | Jacqui Gill | Kerryn Eastwood | Scott Tim West | Mel Hambarsoomian | Chris Wilson | Robert Lee | Chris Smith | the staff of the Docklands store | NAB volunteers + customers | and many many more…
  21. 21. General information only This presentation contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively the “Deloitte Network”) is, by means of this presentation , rendering professional advic or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this presentation.

This presentation describes work carried out across multi-channels using a blended teams that took a design thinking approach to testing multi-channel services for a new bank branch.

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