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Designing in Complexity | Julie Guinn | Elsevier

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Julie Guinn from Elseiver speaks at SDGC19 in Toronto.

For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity.

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Designing in Complexity | Julie Guinn | Elsevier

  1. 1. Designing In Complexity Julie Guinn
  2. 2. DESIGN 4.0 Social Transformation Design DESIGN 3.0 Organization Transformation Design DESIGN 2.0 Product & Service Design DESIGN 1.0 Traditional Design Small Messes Product & Service Messes Organizational Messes Societal Messes
  3. 3. Make it easier for physicians to keep their online profiles up to date. Get feedback on an idea to fill prescriptions during on- site doctor visits. Look for opportunities to save time in our Urgent Care patient flow. Improve the design of clinical trial patient data forms— they’re hard to read!
  4. 4. DESIGN 4.0 Social Transformation Design DESIGN 3.0 Organization Transformation Design DESIGN 2.0 Product & Service Design DESIGN 1.0 Traditional Design Small Messes Product & Service Messes Organizational Messes Societal Messes
  5. 5. Complex Adaptive Systems
  6. 6. System: An interconnected set of elements that is coherently organized in a way that achieves something.
  7. 7. System: Elements Connections Purpose product, outcome, achievement… relationships, flows, exchanges… people, objects, organizations, concepts…
  8. 8. System: Elements Connections Purpose Boundary product, outcome, achievement… relationships, flows, exchanges… people, objects, organizations, concepts… spatial, temporal, functional…
  9. 9. Complex Adaptive System: Elements Connections Purpose Boundary
  10. 10. Complex Adaptive System: Elements Connections Purpose Boundary multiple & potentially conflicting highly interconnected & interdependent numerous & diverse fuzzy, permeable & deeply nested
  11. 11. Properties: Emergence Non-Linearity Adaptation Feedback Loops
  12. 12. Properties: Emergence Non-Linearity Adaptation Feedback Loops facilitative & participatory customized & iterative holistic & inclusive observant & responsive SYSTEMS DESIGN PRINCIPLES
  13. 13. Self Organization: A process whereby global order arises from the local interactions of lower-level parts, rather than being imposed by external agents.
  14. 14. Self Organization: Distributed Knowledge Distributed Control
  15. 15. Self Organization: “systems blindness” Distributed Knowledge Distributed Control
  16. 16. Self Organization: “systems blindness” Distributed Knowledge Distributed Control
  17. 17. Types of Risk in Service Implementation
  18. 18. Symptoms of Organizational Risk Being Present “It’s good enough. Why do we need to change it?” “That’s nice, but we’re not going to do that.” “Why weren’t we informed of this research in the first place?” Silence or can’t get on stakeholder’s calendar.
  19. 19. Self Organization: “system immune response”“systems blindness” Distributed Knowledge Distributed Control
  20. 20. The Brief The Reality
  21. 21. The Brief The Reality
  22. 22. PROBLEM SPACE SOLUTION SPACESYSTEM SPACE
  23. 23. PROBLEM SPACE SOLUTION SPACESYSTEM SPACE Survey Scope
  24. 24. • Rich Picture Method • Concept Map • Actor Map • Cause & Effect Diagram • Iceberg Model Surveying THE SYSTEM
  25. 25. Rich Pictures + Iceberg Model Image source: Colin Bate, CanUX 2009, https://www.flickr.com/photos/rhuvok/4101726752
  26. 26. • System Map • Context Diagram • Circles of Influence Map • Stakeholder Analysis Scoping THE SYSTEM
  27. 27. Circle of Control Able to take direct action Circle of Concern Able to monitor & respond to actions Circle of Influence Able to advocate or recommend actions Circles of Influence Map
  28. 28. Make it easier for physicians to keep their online profiles up to date. Get feedback on an idea to fill prescriptions during on- site doctor visits. Look for opportunities to save time in our Urgent Care patient flow. Improve the design of clinical trial patient data forms— they’re hard to read! Pivoted to new idea Made smaller-scale improvement Moved idea to “v2” Made smaller-scale improvement
  29. 29. Designing In Complexity Julie Guinn spite of
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Julie Guinn from Elseiver speaks at SDGC19 in Toronto. For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity. Become a member! https://www.service-design-network.org Follow us on Twitter: https://twitter.com/sdnetwork Or on LinkedIn: https://www.linkedin.com/company/2933277 Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/ Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/

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