In this talk, I discuss what follows post-adoption of Design Thinking in organisations. I discuss the misappropriation of the methodology and what signs to look for as a practitioner to gauge maturity. I offer pragmatic steps to enable service design thinking and doing to occur, to enable teams to deliver a more holistic experience to the person using the service/product.

1. The Comedown after
the Design Thinking
Sugar High
Service Design Network Dublin & Dublin UX, May 30th 2018
Gerry Scullion
Principal Service Designer
@gerrycircus | @thisisHCD

2. About me
@gerrycircus | @thisisHCD
@gerrycircus | @thisisHCD

3. About me
@gerrycircus | @thisisHCD

4. We’ve Design Thunked.
Now what?

5. 1.21
@gerrycircus | @thisisHCD

6. @gerrycircus | @thisisHCD
How they imagine it

7. @gerrycircus | @thisisHCD
In reality

8. Growing a capability

9. 1. Customer feedback/qualitative research
2. Customer satisfaction
3. Prototyping
4. End-to-end
5. Thinking. Doing.

10. Greg Bernarda
Co-author of Value Proposition Design,
Strategyzer
@gerrycircus | @thisisHCD

11. The Misuse
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12. Sales
Marketing
Web
Product
Call-centre
Big Boss
@gerrycircus | @thisisHCD

13. Sales
Marketing
Web
Product
Call-centre
Management
Journey
Aware Sign up Use Learn Exit
@gerrycircus | @thisisHCD

14. Wall of Pain

15. In Summary
@gerrycircus | @thisisHCD
1. Design thinking is amazing when placed in the
right situation, personnel and context.
2. Sequencing of experiences of all size across all
channels.
3. Watch for feature factory like behaviours.
4. Break the silo’s, bring people together.
5. Embrace discomfort. This $hit is hard!

16. Thank you!
Service Design Network Dublin & Dublin UX, May 30th 2018
Gerry Scullion
Principal Service Designer
@gerrycircus | @thisisHCD

17. About me
@gerrycircus | @thisisHCD
@gerrycircus | @thisisHCD

18. Thanks!
Service Design Network Dublin & Dublin UX, May 30th 2018
Gerry Scullion
Principal Service Designer
@gerrycircus | @thisisHCD
https://www.slideshare.net/GerryScullion

19. About me
@gerrycircus | @thisisHCD
@gerrycircus | @thisisHCD