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ARENA - Human-Centred Organisations

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Presentations from Olga Scupin (Fuxblau) & Kara Kane (Gov.UK) during the "ARENA - Human-centred organisations" event hosted by Knight Moves.

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ARENA - Human-Centred Organisations

  1. 1. KNIGHT MOVESS E R V I C E D E S I G N
  2. 2. Welcome to
  3. 3. How can organisations deliver outstanding customer experiences in a rapidly changing world?
  4. 4. How can organisations measure customer experience and improve over time?
  5. 5. How can organisations motivate their employees to constantly change their way of working to deliver qualitative services over time?
  6. 6. HUMAN-CENTRED organisations operate in different ways
  7. 7. … COLLABORATIVE FLEXIBLE CLOSE TO THEIR CUSTOMERS DATA DRIVEN HOLISTIC APPROACH Human-centred organisations are
  8. 8. Welcome Marketplace, food & drinks 18:00 Olga Scupin - Fuxblau Speaker I Kara Kane - GOV.UK Speaker II Round Table Session Debate The Final Act Networking 19:30 20:00 20:30 21:00
  9. 9. OLGA SCUPIN FUXBLAU @ O S c u p i n
  10. 10. Titeltext 04.10.2018 Olga Scupin „Bringing empathy to companies“ Arena Brussel
  11. 11. 12 Why is empathy important?
  12. 12. „Most people do not listen with the intend to understand. They listen with the intend to reply.“ -Stephen Covey 13
  13. 13. 14Source: https://www.bankmycell.com/blog/smartphone-addiction/ Empathy in the digital age
  14. 14. Empathy creates connection 15 Company UserEmpathy
  15. 15. 16 Bringing empathy to companies
  16. 16. 17 How we work
  17. 17. 18 Empathy How we work
  18. 18. Walking in the customers shoes MyScotty 19
  19. 19. 20 Titeltext Connecting through participation Dear Employee 20
  20. 20. 2121 Sustainability through knowledge Sennheiser 21
  21. 21. 22 Titeltext Embedding empathy in our weekly routine Fuxblau 22
  22. 22. 23 Action Points
  23. 23. 24 Action Points • Start with yourself and your team • Make room and time to practice empathy • Connect with your users on a regular basis • Create and publish personas • If possible, let your employees use your service/ product
  24. 24. 25 Who am I?
  25. 25. 26 I am Olga Business background Service Design Consultancy Service Design 
 Community Service Design Berlin Fuxblau
  26. 26. 27 I am Olga Business background Service Design Consultancy Service Design 
 Community Service Design Berlin Fuxblau Service Experience Camp Berlin 2.-3. November OlgaSXC18 15% Discount code
  27. 27. Olga Scupin olga.scupin@fuxblau.de +49 176 78 28 6115 28 Feel free to drop me a line if you have any questions. Thank You, let’s keep in touch!
  28. 28. KARA KANE GOV.UK @ Ka r a Ka n e _ K K
  29. 29. Kara Kane Community Manager for User Centred Design Government Digital Service @KaraKane_KK
  30. 30. Hi!
  31. 31. Scaling user-centred design in government
  32. 32. GDSGDS Who we are What we do How we are doing it
  33. 33. GDSGDS 10 heads of design 900 designers across government
  34. 34. GDSGDS + 2000 content designers + 700 user researchers
  35. 35. GDS
  36. 36. GDS
  37. 37. GOV.UKGOV. UK Notify GOV.UK Notify GOV.UK GOV.UK Pay Registers GOV.UK Verify GOV.UK PaaS
  38. 38. GDS
  39. 39. Service designers
  40. 40. Interaction designers
  41. 41. Graphic designers
  42. 42. Content designers
  43. 43. User researchers
  44. 44. GDSGDS How we work
  45. 45. GDSGDS
  46. 46. GDS
  47. 47. The structure of government isn't designed to meet user needs
  48. 48. Sell a carLearn to drive
  49. 49. Employ someone
  50. 50. Services like these involve everyone in government
  51. 51. GDS HMRC DWP Home Office DVLA DH MOJ DfT DfE DCLG BEIS DfE
  52. 52. GDS HMRC DWP Home Office DVLA DH MOJ DfT DfE DCLG BEIS DfE
  53. 53. GDS Policy Strategy Operations Design TechnologyData Research
  54. 54. GDS Services will shape government, not the other way around
  55. 55. Collaboration needs to will become the norm
  56. 56. GDS
  57. 57. GDS
  58. 58. GDSGDS How we do things at scale
  59. 59. GDS Building communities
  60. 60. GDSGDS Providing training
  61. 61. GDS Developing patterns
  62. 62. GDS Offering guidance
  63. 63. GDS Sharing learnings
  64. 64. GDS Printing propaganda
  65. 65. GDS Printing propaganda
  66. 66. GDS Investing in culture
  67. 67. GDSGDS What’s next
  68. 68. GDS Scaling professions
  69. 69. GDS UCD maturity model
  70. 70. GDS International community building
  71. 71. GDS Improving education
  72. 72. GDS Making it an inclusive and attractive place to work
  73. 73. GDS
  74. 74. Thanks!
 
 Kara Kane 
 @karakane_kk

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