NHS Digital is the national information and technology partner to the health and social care system using digital technology to transform the NHS and social care. At NHS Digital, service design is currently in its infancy, but we believe that here—more than anywhere else—service design can really make an impact, and now is the time to do so. However, setting up and building service design capability within an organisation the size and structure of NHS Digital is far from easy. In our talk we’ll discuss the challenges we face in building service design capability and turning it into a recognised discipline within NHS Digital
Cork County Council delivers over 500 public services to a population of c. 416,000 citizens. The diverse and evolving needs of our citizens pose challenges for us as an organisation and to individual staff on the frontline of service delivery. In our experience, embarking on a process of organisational introspection alone is not enough. Reaching out to our customers and truly understanding their needs was the catalyst for holistic reform in how we design and deliver our services.
This talk charts the establishment and empowerment of a dedicated Service Design Centre in Cork County Council. It demonstrates how this, in turn, has led to an environment where innovation thrives and customer-focused, design-thinking is not only becoming the cultural norm; but is delivering meaningful and measurable results for our citizens.
Design is shaping the world. Many examples illustrate that designers can change the world for the better. We are entrusted with more and more complex challenges and develop ever-novel approaches. Nowadays a plethora of design discipline exists and it seems fitting to clarify what it is that unites the designers today to then discuss how we can connect design to other fields better in order to maximise the impact of our work. One field that is proving a particularly rich complement to design is Systems Thinking, which essentially studying the interdependencies between elements in complex structures. While design thinking is a bottom up approach, systems thinking can supply the big picture context. Combining the two allows us to be more targeted in how we apply our design efforts.
Service designers envision great services, but also need to ensure that they’re actually delivered. Enter the role of the journey manager. Just like their more ubiquitous product manager cousins, journey managers need to understand how customer pain points stack up against those in competitors’ experiences; prioritize the most important experience improvements and back up their recommendations with a solid business case; and bridge our long-entrenched silos by herding cross-functional colleagues who need to change how they work every day. However, this role is not well understood. Kerry is out to change that.
Florian Fischer & Anna Marchuk: Delivering a Service Design MindsetService Design Network
Service innovation is a lot about people. 1 year ago there was a new team without a shared vision, pile of unstructured features and many ideas - typical challenge of a large corporation. We want to share a story of solving it by changing mindset of the people and developing a service-design toolbox for going from ideas to implementation of digital mobility services at BMW. Our practical insights will show how to use service design methods to: align expectations of individuals and create teams that work towards a common vision; address the challenge of not starting from scratch by identifying ideas that are worth keeping; foster customer-centric mindset and focus on holistic experiences.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
A top task, mobile first driven intranet that brings the whole organization together and serves as a starting point for our digital workplace journey. The main features are: A consistent megamenu navigation for our sub-divisions, Office 365 integration and the personalized intranet newsroom.
Focus on actionable tasks (CTA) on landing pages which are organized around specific subjects.
Measurable objectives with KPI:s. What is the effect of our intranet?
Show our measurement plan with concrete examples.
Key takeaways:
- Examples of KPIs you can use
- A measurement plan you can build on
- Inspiration for how to handle internal news in a large organization
People and organization search are the top tasks for us and also one of the features we have been working on and improving for a long time.
In this session you will see a live demo of our people search and how it integrates with the intranet.
Key takeaways:
Inspiration for your people search
How mobile first is solved
Cork County Council delivers over 500 public services to a population of c. 416,000 citizens. The diverse and evolving needs of our citizens pose challenges for us as an organisation and to individual staff on the frontline of service delivery. In our experience, embarking on a process of organisational introspection alone is not enough. Reaching out to our customers and truly understanding their needs was the catalyst for holistic reform in how we design and deliver our services.
This talk charts the establishment and empowerment of a dedicated Service Design Centre in Cork County Council. It demonstrates how this, in turn, has led to an environment where innovation thrives and customer-focused, design-thinking is not only becoming the cultural norm; but is delivering meaningful and measurable results for our citizens.
Design is shaping the world. Many examples illustrate that designers can change the world for the better. We are entrusted with more and more complex challenges and develop ever-novel approaches. Nowadays a plethora of design discipline exists and it seems fitting to clarify what it is that unites the designers today to then discuss how we can connect design to other fields better in order to maximise the impact of our work. One field that is proving a particularly rich complement to design is Systems Thinking, which essentially studying the interdependencies between elements in complex structures. While design thinking is a bottom up approach, systems thinking can supply the big picture context. Combining the two allows us to be more targeted in how we apply our design efforts.
Service designers envision great services, but also need to ensure that they’re actually delivered. Enter the role of the journey manager. Just like their more ubiquitous product manager cousins, journey managers need to understand how customer pain points stack up against those in competitors’ experiences; prioritize the most important experience improvements and back up their recommendations with a solid business case; and bridge our long-entrenched silos by herding cross-functional colleagues who need to change how they work every day. However, this role is not well understood. Kerry is out to change that.
Florian Fischer & Anna Marchuk: Delivering a Service Design MindsetService Design Network
Service innovation is a lot about people. 1 year ago there was a new team without a shared vision, pile of unstructured features and many ideas - typical challenge of a large corporation. We want to share a story of solving it by changing mindset of the people and developing a service-design toolbox for going from ideas to implementation of digital mobility services at BMW. Our practical insights will show how to use service design methods to: align expectations of individuals and create teams that work towards a common vision; address the challenge of not starting from scratch by identifying ideas that are worth keeping; foster customer-centric mindset and focus on holistic experiences.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
A top task, mobile first driven intranet that brings the whole organization together and serves as a starting point for our digital workplace journey. The main features are: A consistent megamenu navigation for our sub-divisions, Office 365 integration and the personalized intranet newsroom.
Focus on actionable tasks (CTA) on landing pages which are organized around specific subjects.
Measurable objectives with KPI:s. What is the effect of our intranet?
Show our measurement plan with concrete examples.
Key takeaways:
- Examples of KPIs you can use
- A measurement plan you can build on
- Inspiration for how to handle internal news in a large organization
People and organization search are the top tasks for us and also one of the features we have been working on and improving for a long time.
In this session you will see a live demo of our people search and how it integrates with the intranet.
Key takeaways:
Inspiration for your people search
How mobile first is solved
Interior in Korea since 2014 (so 4 years now). Every year quite a number of projects all over the country are selected (=funded) and carried out under this grand-project; for instance, in this year 50 selected projects are on-going now. As for me, I was one of the service designers of the selected projects in 2015. This year I work as an advisory committee member for the whole project.
Carole Spencer & Colin Lewry - Designing a best in class future workforce pri...Innovation Agency
Presentation by Carole Spencer, Director of Transformation, Innovation Agency and Colin Lewry, Senior Partner, GE Finnamore: Designing a best in class future for primary care mental health and learning disability services on Wednesday 13 March 2019 at Haydock Park Racecourse.
The pecha-kucha style winner presentations on November 3 were a big hit with the audience, consisting of service design practitioners, enthusiasts and professionals, revealing key insights into the process, learnings, challenges and outcomes of 5 award-winning, world class service design projects. We look forward to sharing the footage of these best practice cases in the coming weeks and are proud to congratulate and showcase the 9 finalists and the 5 winners for their exceptional projects.
Tools on how to provide welcoming and inclusive environments for people with a disability and other population groups into mainstream clubs and organisations
How to Standardize Organization-Wide Data CollectionQualtrics
Collecting and consuming data are every-day activities for the Organization of Fish and Wildlife Information Managers (OFWIM). In order for the OFWIM to fulfill its purpose of managing and conserving natural resources, they rely on the free exchange of data between fish and wildlife managers. Part of their vision is to bridge natural resource and technical disciplines to promote partnering, collaboration, idea sharing, and best practices in management.
In this webinar Jeanette Jones from the OFWIM and Jacob Holdaway from Qualtrics team up to present on the vision & purpose of OFWIM as well as best practices for setting forth organization-wide data collection standards.
Data Security
Audit trial visibility
Scale and scoring
Sharing and collaboration of data
Minimal/threshold data requirement
Cadence and speed of data
Digestion/dash-boarding of data
In Finland service design is by all accounts huge. It is a widely spread competence area and its benefits are recognised widely across most industries. Virtually all major companies and organisations in public sector use service design, there are multiple study programs for service design available (even for school children), and academia does top-notch research in service design. Service design is even included in the government programme in Finland. How has all this been achieved in just ten years? Learn how service design was scaled up in Finland, what things have been done right and what things could have been done even better.
New Deployment User Adoption Best PracticesSAP Ariba
Making the resource investment to assess, plan and implement your solution requirements is critical to any implementation. But what happens if you neglect to invest the same level of effort in the users of the new solution?
In this session you will hear from a customer who will provide their Ariba user adoption successes, best practices as well as lessons learned. You will also hear from an Ariba Change Management consultant about Ariba’s Change Management methodology, success factors and services. This interactive session is sure to provide strategies to improve your organization’s user adoption
Solutions targeted to patients, doctors, pharmaceuticals, hospitals and healthcare authorities. All of them strategically packaged to improve service delivery and enhance customer experience.
Interior in Korea since 2014 (so 4 years now). Every year quite a number of projects all over the country are selected (=funded) and carried out under this grand-project; for instance, in this year 50 selected projects are on-going now. As for me, I was one of the service designers of the selected projects in 2015. This year I work as an advisory committee member for the whole project.
Carole Spencer & Colin Lewry - Designing a best in class future workforce pri...Innovation Agency
Presentation by Carole Spencer, Director of Transformation, Innovation Agency and Colin Lewry, Senior Partner, GE Finnamore: Designing a best in class future for primary care mental health and learning disability services on Wednesday 13 March 2019 at Haydock Park Racecourse.
The pecha-kucha style winner presentations on November 3 were a big hit with the audience, consisting of service design practitioners, enthusiasts and professionals, revealing key insights into the process, learnings, challenges and outcomes of 5 award-winning, world class service design projects. We look forward to sharing the footage of these best practice cases in the coming weeks and are proud to congratulate and showcase the 9 finalists and the 5 winners for their exceptional projects.
Tools on how to provide welcoming and inclusive environments for people with a disability and other population groups into mainstream clubs and organisations
How to Standardize Organization-Wide Data CollectionQualtrics
Collecting and consuming data are every-day activities for the Organization of Fish and Wildlife Information Managers (OFWIM). In order for the OFWIM to fulfill its purpose of managing and conserving natural resources, they rely on the free exchange of data between fish and wildlife managers. Part of their vision is to bridge natural resource and technical disciplines to promote partnering, collaboration, idea sharing, and best practices in management.
In this webinar Jeanette Jones from the OFWIM and Jacob Holdaway from Qualtrics team up to present on the vision & purpose of OFWIM as well as best practices for setting forth organization-wide data collection standards.
Data Security
Audit trial visibility
Scale and scoring
Sharing and collaboration of data
Minimal/threshold data requirement
Cadence and speed of data
Digestion/dash-boarding of data
In Finland service design is by all accounts huge. It is a widely spread competence area and its benefits are recognised widely across most industries. Virtually all major companies and organisations in public sector use service design, there are multiple study programs for service design available (even for school children), and academia does top-notch research in service design. Service design is even included in the government programme in Finland. How has all this been achieved in just ten years? Learn how service design was scaled up in Finland, what things have been done right and what things could have been done even better.
New Deployment User Adoption Best PracticesSAP Ariba
Making the resource investment to assess, plan and implement your solution requirements is critical to any implementation. But what happens if you neglect to invest the same level of effort in the users of the new solution?
In this session you will hear from a customer who will provide their Ariba user adoption successes, best practices as well as lessons learned. You will also hear from an Ariba Change Management consultant about Ariba’s Change Management methodology, success factors and services. This interactive session is sure to provide strategies to improve your organization’s user adoption
Solutions targeted to patients, doctors, pharmaceuticals, hospitals and healthcare authorities. All of them strategically packaged to improve service delivery and enhance customer experience.
Network Optimization: Why Physician Quality Should Drive Your Benefits StrategyGrand Rounds
Employers and payers are increasingly interested in narrow network or "high performance" networks to control healthcare costs. But there's a science to reshaping your physician network to cut costs while avoiding member blowback. Learn how to optimize networks for cost and quality, while reassuring your employees that they can still access the care they need.
marketing Strategy on Android App-Health plusBiswajeet Sahu
This was prepared during 4 weeks Marketing Internship under Prof.Sameer Mathur.
It contains an Android app with detailed Marketing Strategy and future plans after launching the app.
Peter Rasmussen, MD, Medical Director for Distance Health at Cleveland Clinic and Paddy Padmanabhan, CEO Damo Consulting Inc. shared 'Digitally Transforming Patient and Caregiver Experiences' at HIMSS 2019 on Feb 15th at Session 309. The session described the key elements of an enterprise digital transformation strategy, Illustrated success in digital transformation with the Distance Health program (Cleveland Clinic’s Telehealth Program), and discussed the key learnings from the ongoing digital transformation at the Cleveland Clinic
10 Must Know Techniques for Managing Physician Relations in Today's Digital W...Endeavor Management
10 Must Know techniques for managing physician relations is Today’s digital world including 4 techniques to help you increase physician engagement, 3 ideas for enhancing strategic planning and 3 tips on demonstrating program effectiveness.
eHealth as a tool to support health practitioners November 2013Rajeev Rao Eashwari
“Telemedicine begins with a vision of connecting people to people, connecting resources to needs, and connecting healthcare problems to health care solutions”
Using machine learning to identify food bank dependency early - Giselle Cory ...mysociety
This was presented at mySociety's TICTeC Local 2019 conference, which was held on 1st November 2019 at City Hall in London. More details on the conference can be found here: https://tictec.mysociety.org/local/2019
Transforming Healthcare through Patient Engagement with Oracle SolutionsPerficient, Inc.
This demo will provide examples that leverage Oracle WebCenter Suite, Oracle Business Intelligence Enterprise Edition, and Oracle Health Information Exchange along with collaborative and mobile technologies to provide a unique view into an “e-Patient” experience. We will discuss patient use of the internet, social media and hand held devices to enhance their health and their demands for electronic medical record access, doctor competency scores, hospital infection rates, and more.
In this session we will explore how to:
Provide instant access to patient and clinical information with Healthcare Portals
Enable instantaneous access to patient and clinical information using Mobile Health applications
Transmit medical images, video and audio for Telehealth diagnosis and treatment plans
Allow patients to exchange pertinent information and discuss health conditions with healthcare providers using Social Media
DataArt is a global software engineering firm that takes a uniquely human approach to solving problems. With over 20 years of experience, teams of highly-trained engineers around the world, deep industry sector knowledge, and ongoing technology research, we help clients create custom software that improves their operations and opens new markets. Powered by our People First principle, we work with clients at any scale and on any platform, and adapt alongside them as they evolve.
Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlightService Design Network
Chapter Spotlight | Map Your Own Monuments
Washington, D.C. is known for its intentionally designed monuments, museums, and National Mall. How might we commemorate the notable moments, spaces, and histories of your life during COVID? We will lead a hand-drawn map-making exercise where people sketch out their quarantine world and what things and spaces give the marker to memory. Is it the teetering pile of growing containers from food delivery? The dusting graveyard of work shoes in your closet? The curated backdrop for your Zoom calls? We will encourage people to let loose and will suggest visual cues to produce a paper map of the moments and objects that make up our pandemic existence.
Talk | Full Stack Service Designers: Why Designers Don’t Equal a User Centered Organisation
Everyone of us designs on a daily basis. Our everyday micro decisions add up to the overall experience our users have. Whether it’s how you finance the products, what your outcome measurements are to what your staff deliver on the ground, we all impact the user experience.
It’s easy to believe that the size of your team and design system is a measure of how much your organisation has invested in design. But when you look beyond the invisible boundaries of your team and platforms, does everyone in the business really have a literacy of what good products and services look like?
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
Virtual SDGC20 Workshop | Oct 23, 2020 | Dungeons and designers play baseService Design Network
Workshop | Dungeons and (Service) Designers: Play-Based Worldbuilding With Research
PlayBase is a game/workshop format that allows participants to speculate on possible situations and take on different skillsets to problem-solve as a team. In this workshop Kokaew Wongpichet and Molly Oberholtzer are taking participants through the session from characters creation, game session and reflections on design application.
Workshop | Control Wars: A Participatory Worldbuilding Game
The virtual edition of SDGC20 Control Wars (CW) Game will offer participants a means to shape tomorrow by engaging with systems change, plural social imaginaries and narrative pathways for transition through embodied play.
Grace Turtle will introduce ways in which CW tools and techniques can be used to step outside the limitations of bounded rationality to explore the unknown and collaboratively model alternative and more sustainable ways of being, that directly respond to the various crisis edging on our present.
Talk | Trust as a Design Material
Great products build on great relationships. Great relationships are built on trust. Trust is what allows us as humans to make decisions. For every experience we deliver, trust is an integral part of every interaction we design.
In this talk Louise Vittrup ill explore perspectives in trust throughout the design process. How can we work with the grain of trust and ethics in order to create a more trustworthy future, more engaging experiences, and deepen our relationship with our customers?
Virtual SDGC20 | Oct 22 23, 2020 | The consequences in service designService Design Network
Talk | The Consequences in Service Design
Service design as an emergent discipline often focuses on what's knowable to improve systems and devise structures of change across industries. What happens when crisis strikes? Is resilience inherently part of service design? In this talk, Ron Bronson will explore the consequences of touchpoints and how research influences the lens we use to frame and measure outcomes.
Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s businessService Design Network
Talk | Service Design is Everybody's Business
What if service design was everybody’s business and not only that of formally trained designers?
Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.
Virtual SDGC20 | Oct 22 23, 2020 | Karma Chameleon - getting to grips with cu...Service Design Network
Talk | Karma Chameleon – Getting to Grips With Culture Club
How do we design a culture that works for everybody, but doesn’t try to pretend to be something that it’s not?Transformation is riddled with hurdles, barriers and blockers. When we begin on a transformation journey, how often do we ask ourselves if we need culture change or if we simply need to adapt?
When we’re faced with the task of mammoth shifts in organisations, how can we bring people on the journey? How can we make sure that we use the best design thinking principles to design a culture that helps people to be themselves and deliver their best work?
Let’s talk through how we can consciously design cultures to support people and to deliver the best work possible. Let’s think through the roles we need and understand the impact that culture can have at an individual, team and organisation wide level.
Talk | Design As Dissent
Dissent has historically been a driving force behind change throughout history, bringing the voices of the under-represented out of obscurity, and challenging convention.
In this talk, Carol Yung and Rubia Sinha-Roy reflect on the role dissent has played in their journeys as service designers, and ultimately, as agents of change. They’ll share insights on how they’ve learnt to harness dissent to activate change and how they’ve used acts of dissent to deliver interventions that create a better future.
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
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/
Clara Bidorini | The Missing Framework Between Startups and Corporations | KyvoService Design Network
Clara Bidorini, speaks at SDGC19. Clara Bidorini is a social entrepreneur and strategic designer. She coordinates Corporate Acceleration and Organizational Innovation Programs at Kyvo, and teaches Strategic and Business Design in Brazil.
Often misunderstood among entrepreneurs, Service Design has proved to be a relevant approach to help corporations and startups to craft solutions together and improve dialogues within their ecosystems. From blockchain to beauty market, the method has proved to be successful not only in leading startups to seek deeper validation of their hypotheses, but also in convincing corporations to pursue data oriented solutions, instead of the usual dogmas.
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/
Members Event
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/
Play & Work: How Tangibles Offset Design Thinking Flaws | Annemarie Lesage | ...Service Design Network
Annemarie Lesage, a current lecturer from HEC-Montréal, speaks at SDG19 in Toronto.
Design thinking is great, but it will not magically transform an organization from product to service provider (... i.e. the next UBER!). For DT to deliver, the divergent and convergent ideation phases need to both be optimized. This presentation, based on academic research and practical case studies, is about the DT challenges we met while accompanying organisations in this evolution toward providing services: Making sure the divergent phase was really divergent and the convergent phase indeed converged towards innovative, realistic win-wins.
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/
A Tiny Service Design History | Daniele Catalanotto | Swiss Innovation AcademyService Design Network
We often talk about the future of Service Design. What will AI bring to it? How will machine learning change our practice? But often, we lack the basic understanding of our past. What’s the first service that ever existed in history? How old is really co-creation? In this fun talk, Daniele shares key stories about the history of our field. Starting with 10,000 BC up to 2019. This little journey will show how Service Design stole ideas from psychology, politics and even philosophy.
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/
John Powell from Hypergiant speaks at SDGC19 in Toronto.
Despite our best intentions, contemporary design practice increases inequity, erodes privacy, and decays happiness. Human centered design methods are assumed to be inherently self-correcting and technology and data to be neutral, but this has proven to be far from true. Let's interrogate design practice and explore more ethical methods.
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/
Customer Behaviour by Design - Influencing Behaviour Beyond Nudging | Anne va...Service Design Network
Anne Van Lieren from Livework, speaks at SDGC19 in Toronto.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
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/
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/
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
12. We are exemplars for service
design in the public sector,
consistently demonstrating the
value service design can bring in
the health & social care sector.
our vision for service design at NHS Digital:
13. Understand and map the holistic view of
health & care.
Get the mandate and authority to engage leaders and
enable collaboration cross journeys.
Establish human-centred service design tools and processes
that will enable collaboration between our teams, NHS staff
and patients.
Be excellent every day service designer in your
role and provide value to the NHS.
14. Adding value as a service designer
‘Service design’ is not understood
The NHS is really complex
Three main challenges:
20. S E R V I C E D E S I G N E R
B U S I N E S S A N A LY S T
U S E R R E S E A R C H E RU S E R N E E D S
B U S I N E S S N E E D S
21.
22. 1
Secondary Care Pharmacy
Non-Users of Digital Referral Solution
• 2 x Secondary Care Acute Hospitals - No current digital referral
solution (North)
• 1 x Secondary Care Acute Hospital - No current digital referral
solution (South)
• 1 x Secondary Care Acute Hospital – Access to PharmOutcomes
online (Midlands)
• Not currently utilising for referrals
• 1 x Mental Health Trust – No current digital referral solution (North)
Non-users of digital referral solution
• 1 x Supermarket pharmacy
• 2 x Multiple pharmacies
• 1 x small chain pharmacy
• 3 x Independent Pharmacies
Users of Digital Referral Solution
• 1 x Secondary Care Hospital – Using PharmOutcomes web based
platform
• 1 x Secondary Care Hospital – using Refer to Pharmacy solution
Users of digital referral solution
• 2 x Refer to Pharmacy Users
• 1 x PharmOutcomes User
Community Pharmacy West Yorkshire
• Instrumental in rolling out PharmOutcomes and supporting
pharmacies
Refer to Pharmacy Project Lead
NHS Digital Subject Matter Experts and Clinicians
CCG Launch event for new users of PharmOutcomes
• Launch of Electronic Transfer of Care to Pharmacy (eTCP)
• PharmOutcomes solution for Cheshire and Merseyside
• 100+ pharmacists in attendance
• Round table discussions re challenges and benefits of
discharge referrals
• System demo and pharmacist Q&A
Stakeholders
What we did
Primary Research amongst key Users conducting semi-structured qualitative interviews and process observations
What we found
2
Will get
better pic
tomorrow!
Secondary Care Community Pharmacy
• Users need to share patient discharge medication
information with community pharmacy
• Users need a secure, consistent, digital alternative to
fax for sharing patient data
• Users need to complete accurate referrals in as short
a time as possible without re-keying data
• Users need two way dialogue with Community
Pharmacy
• Users need to refer without saving documents to a
desktop and re-attaching
• Users need an accurate picture of patient medication
needs and changes
• Users need to know where in the system patients are
• Users need to know that dispensing can be stopped
and re-started in line with patient need
• Users need to consistently receive patient data as
securely and quickly as possible
• Users need a prompt to check digital notifications
• Users need a two way dialogue with the provider
sending patient details
User Research Output
31. We are all
trying to
solve the
same
problem
We all need to
understand
the same
users
We all benefit
from
approaching
problems from
different
perspectives
but
32. System
Needs
Human
Centered
Service Design
End to End
service
Visual
Mapping
Business
Needs
User
Stories
Business Analysis
System/Service
Requirements
Process
Mapping
Business
Capabilities
PROJECT MANAGER
User
needs
USER RESEARCH
SYSTEM
THINKING
35. Willingness to learn a new approach
Be open to the unknown
Fluid working process
Key learnings for service designers:
Learn to speak the language of the organisation
Get support from senior leadership
36. Be a champion for service design!
Understand where service design can really add value
Provide clarity, competence, and control
Key learnings for senior leaders: