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the architecture of change
`
SERVICE DESIGN & SYSTEMS THINKINGALBERTA SORANZO | @ALBERTATREBLA | ALBERTASORANZO@GMAIL.COM
...
a (digital)
transformation
story
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA
@ALBERTATREBLA | #SDGC18
“process brings seductively
strong near-term outcomes.”
— reed hastings, netflix
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
three archetypes
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
but why?
@ALBERTATREBLA | #SDGC18
system 1 system 2
(cognitive ease) (cognitive strain)
fast slow
unconscious conscious
automatic effortful
everyday decisio...
theory X theory Y
people are a cost to be monitored and
controlled
people can be self-motivated and self-controlled
work s...
selected reality
interpreted reality
assumptions
conclusions
beliefs
reality and facts
actions
@ALBERTATREBLA | #SDGC18
physiological
safety
love/Belonging
esteem
self-
actualization
@ALBERTATREBLA | #SDGC18
“people don't hate work.
it's as natural as rest or play.”
— Robert Townsend
@ALBERTATREBLA | #SDGC18
knowledge workers
@ALBERTATREBLA | #SDGC18
complex adaptive
systems
@ALBERTATREBLA | #SDGC18
“a system is more than the
sum of its parts; it is an
indivisible whole. it loses its
essential properties when it is
take...
systems of people
@ALBERTATREBLA | #SDGC18
“People are our most important asset.
It all begins with talent.
We need to win the war for talent.
Leadership matters mor...
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
performance
potential
✘
✓
@ALBERTATREBLA | #SDGC18
@ALBERTATREBLA | #SDGC18
learning
organizations
@ALBERTATREBLA | #SDGC18
systems thinking
@ALBERTATREBLA | #SDGC18
intentional
foundations
@ALBERTATREBLA | #SDGC18
individual goal
organizational
goal
group goal
magic
@ALBERTATREBLA | #SDGC18
DDO
edge home
groove
developmental aspirations
mistake-making
problem-finding
my growing edge
your growing edge
our growin...
•what do I get?
•what do I give?
• identity
• purpose
• relationships
• work environment
• work itself
• resilience/learni...
@ALBERTATREBLA | #SDGC18
evolution by design


Name:
The Talent Canvas
Created by Marco Calzolari
UNIQUE VALUE CONTRIBUTION
A slogan or a compelling statement about yo...


Name:
The Talent Canvas
Created by Marco Calzolari
UNIQUE VALUE CONTRIBUTION
A slogan or a compelling statement about yo...


Name:
The Talent Canvas
Created by Marco Calzolari
UNIQUE VALUE CONTRIBUTION
A slogan or a compelling statement about yo...


Name:
The Talent Canvas
Created by Marco Calzolari
UNIQUE VALUE CONTRIBUTION
A slogan or a compelling statement about yo...
•what do I get?
•what do I give?
• identity
• purpose
• relationships
• work environment
• work itself
• resilience/learni...


Name:
The Talent Canvas
Created by Marco Calzolari
UNIQUE VALUE CONTRIBUTION
A slogan or a compelling statement about yo...
@ALBERTATREBLA | #SDGC18
in conclusion
@ALBERTATREBLA | #SDGC18
“when people don’t understand how
their own organization works, they’ll
back themselves into a corner and not
participate ...
everything is connected, consider the system
don’t innovate in isolation
nurture and develop diverse talent
foster continu...
humans are the key to change
@ALBERTATREBLA | #SDGC18
thank you
SERVICE DESIGN & SYSTEMS THINKINGALBERTA SORANZO | @ALBERTATREBLA | ALBERTASORANZO@GMAIL.COM
Alberta Soranzo: The Architecture of Change
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Alberta Soranzo: The Architecture of Change

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Service design places users squarely at the centre of its practice, and fulfilling customer needs is the focus of organizations large and small. What happens though, to the people inside the organization, especially at times when efforts are mostly focused on efficiency, simplification and cost reduction? How do organizations change effectively, and organize their people and the work to support change that isn’t merely cosmetic and that results in tangible outcomes, both internal and external? Vision, willingness to depart from management models that are still firmly rooted in the industrial revolution era and understanding of that culture cannot be superimposed, but is the direct result of the conditions of the system in which it develops, are among the elements that contribute to the success of it.

Published in: Design

Alberta Soranzo: The Architecture of Change

  1. 1. the architecture of change ` SERVICE DESIGN & SYSTEMS THINKINGALBERTA SORANZO | @ALBERTATREBLA | ALBERTASORANZO@GMAIL.COM H O W O R G A N I Z A T I O N S T R A N S F O R M
  2. 2. a (digital) transformation story @ALBERTATREBLA | #SDGC18
  3. 3. @ALBERTATREBLA | #SDGC18
  4. 4. @ALBERTATREBLA | #SDGC18
  5. 5. @ALBERTATREBLA | #SDGC18
  6. 6. @ALBERTATREBLA @ALBERTATREBLA | #SDGC18
  7. 7. “process brings seductively strong near-term outcomes.” — reed hastings, netflix @ALBERTATREBLA | #SDGC18
  8. 8. @ALBERTATREBLA | #SDGC18
  9. 9. @ALBERTATREBLA | #SDGC18
  10. 10. three archetypes @ALBERTATREBLA | #SDGC18
  11. 11. @ALBERTATREBLA | #SDGC18
  12. 12. @ALBERTATREBLA | #SDGC18
  13. 13. @ALBERTATREBLA | #SDGC18
  14. 14. but why? @ALBERTATREBLA | #SDGC18
  15. 15. system 1 system 2 (cognitive ease) (cognitive strain) fast slow unconscious conscious automatic effortful everyday decisions complex decisions error-prone reliable @ALBERTATREBLA | #SDGC18
  16. 16. theory X theory Y people are a cost to be monitored and controlled people can be self-motivated and self-controlled work should be highly segmented by expertise the more people understand about the systems they work in, the better they can do technology should be used to control human behavior and minimize human error conditions can be created that will cause people to seek responsibility people can enjoy work @ALBERTATREBLA | #SDGC18
  17. 17. selected reality interpreted reality assumptions conclusions beliefs reality and facts actions @ALBERTATREBLA | #SDGC18
  18. 18. physiological safety love/Belonging esteem self- actualization @ALBERTATREBLA | #SDGC18
  19. 19. “people don't hate work. it's as natural as rest or play.” — Robert Townsend @ALBERTATREBLA | #SDGC18
  20. 20. knowledge workers @ALBERTATREBLA | #SDGC18
  21. 21. complex adaptive systems @ALBERTATREBLA | #SDGC18
  22. 22. “a system is more than the sum of its parts; it is an indivisible whole. it loses its essential properties when it is taken apart.” — dr russel ackoff @ALBERTATREBLA | #SDGC18
  23. 23. systems of people @ALBERTATREBLA | #SDGC18
  24. 24. “People are our most important asset. It all begins with talent. We need to win the war for talent. Leadership matters more than leaders.” @ALBERTATREBLA | #SDGC18
  25. 25. @ALBERTATREBLA | #SDGC18
  26. 26. @ALBERTATREBLA | #SDGC18
  27. 27. performance potential ✘ ✓ @ALBERTATREBLA | #SDGC18
  28. 28. @ALBERTATREBLA | #SDGC18
  29. 29. learning organizations @ALBERTATREBLA | #SDGC18
  30. 30. systems thinking @ALBERTATREBLA | #SDGC18
  31. 31. intentional foundations @ALBERTATREBLA | #SDGC18
  32. 32. individual goal organizational goal group goal magic @ALBERTATREBLA | #SDGC18
  33. 33. DDO edge home groove developmental aspirations mistake-making problem-finding my growing edge your growing edge our growing edge organizational purpose developmental communities openness about the self appreciating the whole self psychological safety leadership vulnerability view of conflict view of authority developmental practices learning support role-to-person matching feedback regularity of practice symbolic tools process improvement @ALBERTATREBLA | #SDGC18
  34. 34. •what do I get? •what do I give? • identity • purpose • relationships • work environment • work itself • resilience/learning • civility • set standards • assess • invest • integrate right person, right place, right time, right skills employee value proposition meaningful work competence commitment contribution X X @ALBERTATREBLA | #SDGC18
  35. 35. @ALBERTATREBLA | #SDGC18 evolution by design
  36. 36. 
 Name: The Talent Canvas Created by Marco Calzolari UNIQUE VALUE CONTRIBUTION A slogan or a compelling statement about your unique contribution to the group. How we will be a better company because of you? JOB TITLE What should be written 
 on your business card? FAVORITE THINGS Your favorite work activities.
 Jobs that make you feel “in the flow”.
 Feel free to add non-job related tasks: reading, sport, traveling, leisure time.
 What are you passionate about? DON’T LIKE TOO MUCH OVERALL 
 STRENGHTS Personal qualities as your greatest advantages. Should includes: – Experiences – Skills (also soft skills) – Behaviours PURPOSES Organisational scenarios that refers to a future state about your role, our company, the world. 
 What are your intents? MAIN ACTIVITIES Regular tasks to perform in order to achieve best scenarios about your role. Could includes functions, reports, deliverables, 
 tools to use. BETTER NOT TO DOAREAS OF 
 IMPROVEMENT About your weakness. Behavioural 
 traits, but also lack of experience or
 training about something. NEEDS Stuff and support you need to 
 achieve better results. 
 Could includes: – Tools
 – Knowledge
 – Help MUTUAL COMMITMENTS Commitments that will be taken by both sides (up to 2 each) to address 
 some of the above issues and purposes. OVERALL OUTCOMES Observable results about performance, skills, behaviours and interactions 
 within the company. How will we know we're both on a really growing path? marco.calzolari@gmail.com A4 Ver 3.0 @ALBERTATREBLA | #SDGC18
  37. 37. 
 Name: The Talent Canvas Created by Marco Calzolari UNIQUE VALUE CONTRIBUTION A slogan or a compelling statement about your unique contribution to the group. How we will be a better company because of you? JOB TITLE What should be written 
 on your business card? FAVORITE THINGS Your favorite work activities.
 Jobs that make you feel “in the flow”.
 Feel free to add non-job related tasks: reading, sport, traveling, leisure time.
 What are you passionate about? DON’T LIKE TOO MUCH OVERALL 
 STRENGHTS Personal qualities as your greatest advantages. Should includes: – Experiences – Skills (also soft skills) – Behaviours PURPOSES Organisational scenarios that refers to a future state about your role, our company, the world. 
 What are your intents? MAIN ACTIVITIES Regular tasks to perform in order to achieve best scenarios about your role. Could includes functions, reports, deliverables, 
 tools to use. BETTER NOT TO DOAREAS OF 
 IMPROVEMENT About your weakness. Behavioural 
 traits, but also lack of experience or
 training about something. NEEDS Stuff and support you need to 
 achieve better results. 
 Could includes: – Tools
 – Knowledge
 – Help MUTUAL COMMITMENTS Commitments that will be taken by both sides (up to 2 each) to address 
 some of the above issues and purposes. OVERALL OUTCOMES Observable results about performance, skills, behaviours and interactions 
 within the company. How will we know we're both on a really growing path? marco.calzolari@gmail.com A4 Ver 3.0 individual organization trust public @ALBERTATREBLA | #SDGC18
  38. 38. 
 Name: The Talent Canvas Created by Marco Calzolari UNIQUE VALUE CONTRIBUTION A slogan or a compelling statement about your unique contribution to the group. How we will be a better company because of you? JOB TITLE What should be written 
 on your business card? FAVORITE THINGS Your favorite work activities.
 Jobs that make you feel “in the flow”.
 Feel free to add non-job related tasks: reading, sport, traveling, leisure time.
 What are you passionate about? DON’T LIKE TOO MUCH OVERALL 
 STRENGHTS Personal qualities as your greatest advantages. Should includes: – Experiences – Skills (also soft skills) – Behaviours PURPOSES Organisational scenarios that refers to a future state about your role, our company, the world. 
 What are your intents? MAIN ACTIVITIES Regular tasks to perform in order to achieve best scenarios about your role. Could includes functions, reports, deliverables, 
 tools to use. BETTER NOT TO DOAREAS OF 
 IMPROVEMENT About your weakness. Behavioural 
 traits, but also lack of experience or
 training about something. NEEDS Stuff and support you need to 
 achieve better results. 
 Could includes: – Tools
 – Knowledge
 – Help MUTUAL COMMITMENTS Commitments that will be taken by both sides (up to 2 each) to address 
 some of the above issues and purposes. OVERALL OUTCOMES Observable results about performance, skills, behaviours and interactions 
 within the company. How will we know we're both on a really growing path? marco.calzolari@gmail.com A4 Ver 3.0 autonomous systemic @ALBERTATREBLA | #SDGC18
  39. 39. 
 Name: The Talent Canvas Created by Marco Calzolari UNIQUE VALUE CONTRIBUTION A slogan or a compelling statement about your unique contribution to the group. How we will be a better company because of you? JOB TITLE What should be written 
 on your business card? FAVORITE THINGS Your favorite work activities.
 Jobs that make you feel “in the flow”.
 Feel free to add non-job related tasks: reading, sport, traveling, leisure time.
 What are you passionate about? DON’T LIKE TOO MUCH OVERALL 
 STRENGHTS Personal qualities as your greatest advantages. Should includes: – Experiences – Skills (also soft skills) – Behaviours PURPOSES Organisational scenarios that refers to a future state about your role, our company, the world. 
 What are your intents? MAIN ACTIVITIES Regular tasks to perform in order to achieve best scenarios about your role. Could includes functions, reports, deliverables, 
 tools to use. BETTER NOT TO DOAREAS OF 
 IMPROVEMENT About your weakness. Behavioural 
 traits, but also lack of experience or
 training about something. NEEDS Stuff and support you need to 
 achieve better results. 
 Could includes: – Tools
 – Knowledge
 – Help MUTUAL COMMITMENTS Commitments that will be taken by both sides (up to 2 each) to address 
 some of the above issues and purposes. OVERALL OUTCOMES Observable results about performance, skills, behaviours and interactions 
 within the company. How will we know we're both on a really growing path? marco.calzolari@gmail.com A4 Ver 3.0 hindsight foresightinsight @ALBERTATREBLA | #SDGC18
  40. 40. •what do I get? •what do I give? • identity • purpose • relationships • work environment • work itself • resilience/learning • civility • set standards • assess • invest • integrate right person, right place, right time, right skills employee value proposition meaningful work competence commitment contribution X X @ALBERTATREBLA | #SDGC18
  41. 41. 
 Name: The Talent Canvas Created by Marco Calzolari UNIQUE VALUE CONTRIBUTION A slogan or a compelling statement about your unique contribution to the group. How we will be a better company because of you? JOB TITLE What should be written 
 on your business card? FAVORITE THINGS Your favorite work activities.
 Jobs that make you feel “in the flow”.
 Feel free to add non-job related tasks: reading, sport, traveling, leisure time.
 What are you passionate about? DON’T LIKE TOO MUCH OVERALL 
 STRENGHTS Personal qualities as your greatest advantages. Should includes: – Experiences – Skills (also soft skills) – Behaviours PURPOSES Organisational scenarios that refers to a future state about your role, our company, the world. 
 What are your intents? MAIN ACTIVITIES Regular tasks to perform in order to achieve best scenarios about your role. Could includes functions, reports, deliverables, 
 tools to use. BETTER NOT TO DOAREAS OF 
 IMPROVEMENT About your weakness. Behavioural 
 traits, but also lack of experience or
 training about something. NEEDS Stuff and support you need to 
 achieve better results. 
 Could includes: – Tools
 – Knowledge
 – Help MUTUAL COMMITMENTS Commitments that will be taken by both sides (up to 2 each) to address 
 some of the above issues and purposes. OVERALL OUTCOMES Observable results about performance, skills, behaviours and interactions 
 within the company. How will we know we're both on a really growing path? marco.calzolari@gmail.com A4 Ver 3.0 contributioncommitmentcompetence @ALBERTATREBLA CONTEXT
  42. 42. @ALBERTATREBLA | #SDGC18
  43. 43. in conclusion @ALBERTATREBLA | #SDGC18
  44. 44. “when people don’t understand how their own organization works, they’ll back themselves into a corner and not participate in improvements.” — dana chisnell @ALBERTATREBLA | #SDGC18
  45. 45. everything is connected, consider the system don’t innovate in isolation nurture and develop diverse talent foster continuous learning @ALBERTATREBLA | #SDGC18
  46. 46. humans are the key to change @ALBERTATREBLA | #SDGC18
  47. 47. thank you SERVICE DESIGN & SYSTEMS THINKINGALBERTA SORANZO | @ALBERTATREBLA | ALBERTASORANZO@GMAIL.COM

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