Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

System Thinking: Design Tools to Drive Innovation Processes

The increasing complexity of the world around us raises new challenges for designers, who are called to build cohesive experiences across broad ecosystems of products and services. Dealing with innovation and highly complex services, involving a large number of actors and many different channels, requires the adoption of new skills and techniques, that enable a more effective collaboration with all the stakeholders involved and support the dialogue around articulated systems and large amount of information.

Looking at the theory, Service Design Tools (www.servicedesigntools.org) is a first comprehensive repository of methods and examples that could orientate a designer - or any other professional - approaching the challenges of designing services, to help identifying the right method according to the step of the process, the type of participants and the kind of information that need to be discussed. Jumping to the practice, the power of adopting a systemic approach and shaping tools and frameworks that can re-order and re-distribute knowledge within multifaceted teams to drive innovation processes has changed the way in which highly complex services are conceived and developed across segments - from healthcare to financial -.

The ambition now is to see this evolving more and more into the way societal problems with large scale impact are addressed - bringing the benefit of system thinking into social innovation processes and organisation changes.

Euclid Annual Symposium, Brno 2015

System Thinking: Design Tools to Drive Innovation Processes

  1. 1. SYSTEM THINKING
 DESIGN TOOLS TO DRIVE INNOVATION PROCESSES
 ROBERTA TASSI BOBCATSSS 2015 BRNO
 Participation – Innovation – Design
  2. 2. SYSTEM THINKING ROBERTA TASSI WHAT IS 
 YOUR JOB?
  3. 3. SYSTEM THINKING ROBERTA TASSI I AM A DESIGNER! HMM...
  4. 4. SYSTEM THINKING ROBERTA TASSI WHAT KIND OF DESIGNER?
  5. 5. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI
  6. 6. SYSTEM THINKING ROBERTA TASSI A SYSTEMIC SOLUTION
 TO EMPOWER COMMUNITY
 HEALTH WORKERS 
 TO SAVE MORE LIVES. SYSTEM THINKING ROBERTA TASSI BACKPACK PLUS CHALLENGE
  7. 7. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI
  8. 8. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI UNDERSTAND BACKPACK PLUS PROCESS USER RESEARCH
  9. 9. CO-DESIGN EXERCISES building the ideal toolkit and container CONTEXTUAL IMMERSION visit villages and healthcare providers 6WEEKSX2COUNTRIES STAKEHOLDER INTERVIEWS engage local partners and NGOs SHADOWING community health workers daily activities Before CHWs, having medicines to treat malaria available right in the village was a daydream. CHW SUPERVISOR The main challenge is sensitising people to look for health services to timely treat their illnesses. CHW
  10. 10. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI INDIVIDUALCOMMUNITY ASSESS & TREAT EDUCATE RESPECT TRUST SUPERVISOR HEALTH CENTER DISTRICT SUPPLIES REPORT COACH SUPPORT REPORT REPORT INSTRUCT SUPPLIER TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING CHW DIAGNOSTICS TOOLS ENABLERSCOMMODITIES ASSESS TREAT EDUCATE REPORT TRANSLATE BACKPACK PLUS PROCESS VISUAL FRAMEWORKS
  11. 11. BACKPACK PLUS PROCESS
  12. 12. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI COLLABORATE BACKPACK PLUS PROCESS PARTICIPATORY DESIGN
  13. 13. SIGNATURE EXPERIENCES envision the key service features 30PARTICIPANTSX3WORKSHOPS CUSTOMER JOURNEY MAPPING understand pain points and opportunities ROUGH PROTOTYPING imagine how the solution could be ROLE PLAYING simulate future scenarios A DAY IN THE FIELD immersion NEW YORK Alignment 
 KAMPALA Ideation 
 
 NEW YORK Strategy
  14. 14. SYSTEM THINKING ROBERTA TASSISYSTEM THINKING ROBERTA TASSI BACKPACK PLUS OUTCOMES SYSTEM THINKING ROBERTA TASSI 1) TOOLKIT TOOLKIT PILOT SERVICE MODEL EMBLEM
  15. 15. SYSTEM THINKING ROBERTA TASSI So...WHAT IS 
 YOUR JOB?
  16. 16. INDUSTRIAL DESIGN · SERVICE STRATEGY DESIGN THINKING · VISUAL STORYTELLIN PARTICIPATORY DESIGN · CO-DESIGN · DE IGN · SYSTEM THINKING · INDUSTRIAL DE DESIGN · SERVICE DESIGN · DESIGN THIN DESIGN RESEARCH · VISUAL STORYTELLIN USER EXPERIENCE DESIGN · UX · SERVICE DESIGN · HUMAN-CENTERED DESIGN · STR EXPERIENCE STRATEGY · ETHNOGRAPHY
  17. 17. INDUSTRIAL DESIGN · SERVICE STRATEGY DESIGN THINKING · VISUAL STORYTELLIN PARTICIPATORY DESIGN · CO-DESIGN · DE IGN · SYSTEM THINKING · INDUSTRIAL DE DESIGN · SERVICE DESIGN · DESIGN THIN DESIGN RESEARCH · VISUAL STORYTELLIN USER EXPERIENCE DESIGN · UX · SERVICE DESIGN · HUMAN-CENTERED DESIGN · STR EXPERIENCE STRATEGY · ETHNOGRAPHY SYSTEM THINKING
  18. 18. SYSTEM THINKING ROBERTA TASSI Systems thinking is the art and science 
 of making reliable inferences about behaviours by developing an increasingly deep understanding of the underlying structure.
 Barry Richmond, 1987 Set of things working together as parts 
 of a mechanism or an interconnecting network; a complex whole. SYSTEM THINKING The process of considering or reasoning about something. SYSTEM THINKING WHAT IS IT?
  19. 19. SYSTEM THINKING ROBERTA TASSI WHAT IS IT? UNDERSTAND user research COLLABORATE participatory design TRANSLATE visual frameworks
  20. 20. SYSTEM THINKING ROBERTA TASSI COLLABORATE participatory design TRANSLATE visual frameworks WHAT IS IT? UNDERSTAND user research
  21. 21. SYSTEM THINKING USER RESEARCH IMMERSE SPEND TIME IN THE CONTEXT OF USE AND OPPORTUNITY. HOW? #CONTEXTUAL IMMERSION #ROLE PLAYING #PEERS OBSERVING PEERS #CO-DISCOVERY #… 

  22. 22. Confused Supported Guided Positive Sad Scared ! Calm Depressed SYSTEM THINKING USER RESEARCH CRAFT DESIGN AND PREPARE HANDS-ON ACTIVITIES THAT CAN PUSH THE CONVERSATION DEEPER. HOW? #CARD SORTING #EMOTIONAL JOURNEY #ONE-WORD ASSOCIATION #ROUGH PROTOTYPING #DRIVERS CONTINUUM #EMPATHY MAP #… 

  23. 23. SYSTEM THINKING USER RESEARCH UNCOVER RECORD THE EXPLICIT AND UNCOVER THE IMPLICIT - LATENT NEEDS. HOW? #1-1 INTERVIEW #DAY IN THE LIFE 
 #DIARY STUDY #MOBILE DIARY STUDY #… Every person* is different. Solutions must be flexible and personal. * HCP / PwD The patient is focused on his daily routine; reflection is mainly for physicians Objective data are meaningless without the context (life)
  24. 24. COLLABORATE participatory design WHAT IS IT? UNDERSTAND user research SYSTEM THINKING ROBERTA TASSI TRANSLATE visual frameworks
  25. 25. SYSTEM THINKING VISUAL FRAMEWORKS CLUSTER IDENTIFY THE MAIN INSIGHTS AND OPPORTUNITIES IN THE LANDSCAPE OF DATA. HOW? #AFFINITY MAPPING #MIND MAP #MOTIVATION MATRIX #SHARE STORIES #TOP 5
 #COGNITIVE MAP #…
  26. 26. ACTIONHOPE WILL EPIPHANY PAIN EMPATHY COMPASSION HERO REFLECTION SYSTEM THINKING ROBERTA TASSI SYSTEM THINKING VISUAL FRAMEWORKS MODEL SHAPE THE INFORMATION INTO MEANINGFUL SYNTHETIC REPRESENTATIONS. HOW? #CUSTOMER JOURNEY MAP #ECOSYSTEM MAP 
 #SYSTEM MODEL #USER ARCHETYPES #ACTORS MAP #ACTIVITY MAP #EXPERIENCE FRAMEWORK #…
  27. 27. SYSTEM THINKING VISUAL FRAMEWORKS GROW USE THE FRAMEWORKS AS STARTING POINT FOR IDEA GENERATION AND VALIDATION ACTIVITIES. HOW? #CUSTOMER JOURNEY MAP #ECOSYSTEM MAP 
 #SYSTEM MODEL #USER ARCHETYPES #ACTORS MAP #ACTIVITY MAP #EXPERIENCE FRAMEWORK #…
  28. 28. SYSTEM THINKING ROBERTA TASSI WHAT IS IT? UNDERSTAND user research TRANSLATE visual frameworks COLLABORATE participatory design
  29. 29. WORKSHOP INTRODUCTION GOALS & EXPECTATIONS ORGANIZATION MODELING Alignment on the Vision Enablers & Blockers Mindset & Behaviors NEW JOURNEY RESOLUTIONS PRIORITIZE ENABLERS & BLOCKERS ENABLERS & BLOCKERS Alignment on the Reorganization Identification of the things inherent in organizational structure, culture and practices that can facilitate or jeopardize realizing strategic goals Assessment of current state, best practices and repeatable manifestations of the strategic vision Putting together goals, modeling and sharing a common understanding of the organization as a whole Synthesizing all the previous exercises and channeling outcomes into personal actions Test-driving the conclusions from Day 1 in real-life business challenges What to do next: practical items to bring back into the organization post-workshop Business Cases DAY 1 McKinsey PRESENTATION & PA CASE WORKING ON BUSINESS CASE I ACTION LIST REVISIT YOUR GOAL Tactical Actions DAY 2 PRACTICAL ASPIRATIONAL OPERATIONAL PERSONAL PERSONAL PERSONAL PERSONAL COMPARE, CONTRAST & HYBRID PRINCIPLES SCORECARDS PRINCIPLES: WHAT THEY MEAN FOR US WORKING ON BUSINESS CASE II SYSTEM THINKING PARTICIPATORY DESIGN PLAN DESIGN THE PARTICIPATORY SESSIONS BY PREPARING TAILORED EXERCISES AND TOOLS. HOW? #WORKSHOP OUTLINE #AGENDA 
 #DESIGN TOOLKIT INSPIRATIONS #…
  30. 30. SYSTEM THINKING ROBERTA TASSI SYSTEM THINKING PARTICIPATORY DESIGN RUN BALANCE PLENARY, INDIVIDUAL AND TEAM EXERCISES TO GET BETTER OUTCOMES. HOW? #DESIGN GAMES #GROUP SKETCHING #STORYBOARDING #DOT VOTING #MAKE & BREAK #PAPER PROTOTYPING #…
  31. 31. SYSTEM THINKING PARTICIPATORY DESIGN ENJOY GENERATE POSITIVE ENGAGEMENT! HOW? #ROLE PLAYING #ROLE BADGES 
 #ELEVATOR PITCHES #TOMORROW’S HEADLINES 
 #…
  32. 32. SYSTEM THINKING ROBERTA TASSI user research COLLABORATE participatory design TRANSLATE visual frameworks UNDERSTAND HOW CAN WE DO IT? DESIGN 
 TOOLS
  33. 33. www.servicedesigntools.org
  34. 34. SERVICEDESIGNTOOLS OBJECTIVESSERVICEDESIGNTOOLS BACKGROUND
  35. 35. SERVICEDESIGNTOOLS OBJECTIVES AN OPEN COLLECTION OF TOOLS TO SUPPORT KNOWLEDGE SHARING.
 DESIGN GAMESROLE PLAYISSUE CARDSINFORMANCE CUSTOMER JOURNEY MAP SPECIFICATIONROLE SCRIPT GUIDE LINESPLATES RACTER FILE STORYTELLING MOTIVATION MATRIX NITY RAM GROUP SKETCHING PRINT INTERACTION TABLE SYSTEM MAP OFFERING MAP PERSONAS NITIVE KTHROUGH CONSTRUCTIVE INTERACTION EXPERIENCE PROTOTYPE MOCK UP WIZARD OF OZ ECOLOGY MAP MIND MAP PROCESS MAP ISSUE CARDS HEURISTIC EVALUATION SERVICE PROTOTYPE ROUGH PROTOTYPING DESIGN GAMESROLE PLAYISSUE CARDSINFORMANCE CUSTOMER JOURNEY MAP SPECIFICATIONROLE SCRIPT GUIDE LINESTEMPLATES CHARACTER PROFILE STORYTELLING MOTIVATION MATRIX AFFINITY DIAGRAM GROUP SKETCHING BLUEPRINT INTERACTION TABLE SYSTEM MAP OFFERIN PERSONAS ECOLOGY MAP MIND MAP ISSUE CARDS
  36. 36. SYSTEM THINKING ROBERTA TASSI SERVICEDESIGNTOOLS OBJECTIVES A STRUCTURED LEARNING PLATFORM TO GUIDE DISCOVERY AND ADOPTION.

  37. 37. SYSTEM THINKING ROBERTA TASSI
  38. 38. SYSTEM THINKING ROBERTA TASSI SERVICEDESIGNTOOLS FACTS TWITTER
 2K+ FOLLOWERS 1 PAPER: 
 VISUALTILES, COMMUNICATION TOOLS FOR SERVICE DESIGN Diana, Pacenti, Tassi “It helped me understanding how to run co-design sessions with children in the degraded areas.” (2015, January 27th) LECTURES & CONFERENCES MENTIONS
  39. 39. SYSTEM THINKING ROBERTA TASSI medialab.hva.nl/toolkit
  40. 40. SYSTEM THINKING ROBERTA TASSI www.designkit.org
  41. 41. SYSTEM THINKING ROBERTA TASSI http://designthinkingforlibraries.com/
  42. 42. SYSTEM THINKING ROBERTA TASSI WHEN DO WE NEED THESE TOOLS? EVERY TIME WE DEAL 
 WITH COMPLEX SERVICES
 INVOLVING A LARGE NUMBER
 OF ACTORS AND CHANNELS.
  43. 43. SYSTEM THINKING ROBERTA TASSI WHY? KNOW PEOPLE
 NEEDS IS 
 NECESSARY
 TO COME UP
 WITH THE RIGHT
 ANSWERS. VISUALISATION TECHNIQUES HELP GIVING TANGIBILITY TO INTANGIBLE ITEMS. ENGAGE ALL THE RELEVANT
 STAKEHOLDERS IN THE PROCESS IS KEY TO SUCCEED. 1 2 3
  44. 44. SYSTEM THINKING ROBERTA TASSI SYSTEM THINKING BENEFITS DESIGN TOOLS HAVE
 A HUGE POTENTIAL
  45. 45. SYSTEM THINKING ROBERTA TASSI DESIGN TOOLS ARE
 ENABLERS SYSTEM THINKING BENEFITS
  46. 46. SYSTEM THINKING ROBERTA TASSI DESIGN TOOLS ARE
 ACCELERATORS SYSTEM THINKING BENEFITS
  47. 47. SYSTEM THINKING ROBERTA TASSI DESIGN TOOLS ARE
 HUMAN-CENTERED SYSTEM THINKING BENEFITS
  48. 48. SYSTEM THINKING ROBERTA TASSI
  49. 49. SYSTEM THINKING ROBERTA TASSI YOU DON’T START FROM SCRATCH JUST REMEMBER THAT
  50. 50. T h a n k s

×