Virtual SDGC20 | Oct 22 23, 2020 | Opening Words

Virtual SDGC20 | Oct 22 23, 2020 | Opening Words Welcome to our first virtual conference!

SDN Slack: #the-future-of-service-design

Eight Though - Provoking Statements About The
Future of Service Design
Embrace Technology! Service Design in a Technology and Data Driven World

Eight Though - Provoking Statements About The
Future of Service Design
Wear your ties! Service Business and Organizational Design
Do the Right Thing! Ethics for Service Design
Make Politics and Policies! Service Design in Government
Save the earth! Service Design for Sustainability
Embrace Technology! Service Design in a Technology and Data Driven World
Shape the future! Service Design in Education
Embrace the Future! Service Design and Future Forecasting
David or Goliath? The Service Design Agencies of the Future

• Power structures.
• Diversity and inclusion
• Gender equality
• Sustainability
• Data security
• Cultural differences
• Social justice
• Empowering other voices
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Do the Right Thing! Ethics for Service Design

10 EMBRACING CHANGE WITH A GROWTH MINDSET Kerry Bodine 16 DESIGNING FOR
CONSEQUENCE Lorna Ross 34 MOVING BEYOND LUCKY Pascal Soboll
vol 12 no 1 | october 2020 | 18 €
Embracing
Change

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 Workshop | Oct 23, 2020 | Inclusion by design

A Tiny Service Design History | Daniele Catalanotto | Swiss Innovation Academy

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/

We Have Met the Enemy and They Are Us | John Powell | Hypergiant

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/

Service Design for/in Transition - Cameron Tonkinwise & Terry Irwin, Carnegie...

Power and Service Design: Making Sense of Service Design's Politics and Influ...

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/

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/

How design is shaping thinking at the heart of Government

Service design futures - how to create 'sociable services'

People powered public services - a talk from LGA 2013

Design Managers Australia

Co-Design - more than post-its and goodwill

Evolution of Codesign in Aotearoa

Talk given at UXNZ 2016, exploring key "edges" of practice we are exploring in co-design in Aotearoa. With thanks to all the community members and practitioner who shared their experiences in this talk. Talk Abstract: Across Aotearoa (New Zealand), co-design is rapidly being adopted in public and community contexts to tackle complex national issues and policies such as youth employment; smoking cessation; community health and wellbeing; homelessness and family violence. Many of these are large-scale, complex social change innovations and experiments that bring together new groups of people, which means working together in new ways. The opportunity to scale co-design to help address systemic national social challenges is both awesome and terrifying. This talk highlights some of the key trends, changes, opportunities and challenges emerging in co-design for social innovation and social outcomes in Aotearoa.

Ann Rich: The Slow Hunch - Cultivating Customer Centric Acceleration through ...

The future of online consultations

Together with the the Democratic Society, we were commissioned by Government Digital Service (GDS) to undertake a 6-week discovery project to explore how the process of online consultations, as delivered by central government, could be improved. This case study focusses on what we recommended, how our different approaches made our collaboration stronger, and our shared view on the future of citizen engagement. Emma Parnell and Michelle Brook presented this talk during the Service Design in Government conference.

Design revolutions - A short history of design

Futures Space a venture of Tanja Schindler

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ChangeYourSpaceBooklet (10)Penny Shebaylo

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How to create change

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Spohrer ASAP 20221110 v7.pptx

ISSIP

Fifth Space Does Systems Change, RSD4 Presentation

InWithForward

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What's hot

Service Design Network UK Conference - Louise downe_sdn_article

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How design is shaping thinking at the heart of Government

Service design futures - how to create 'sociable services'

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Design revolutions - A short history of design

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DATAVERSITY

Data Architecture and Data Governance are the same thing! Aren’t they? Most people would say that this line of thinking is absurd — or even worse. There is NO WAY that they are the same thing. Or are they? This RWDG webinar with Bob Seiner and his special guest Anthony Algmin looks at the disciplines of Data Governance and Data Architecture and explores how much they are the same … and how they are different. The speakers will let you draw your own conclusion, but they will get you thinking about whether Data Architecture and Data Governance are two sides of the same coin. In this webinar, Bob and Anthony will discuss: • What is meant by the saying two sides of the same coin … and how it relates • The similarities between Data Architecture and Data Governance • The differences between the two • How to use Data Architecture to sell Data Governance … and the other way around • Deciding if the two disciplines are the same … or different

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As web professionals we’re used to hearing about the virtues of shipping fast and iterating regularly in order to meet changing needs, but how do we ensure that the projects that we’re planning now are still as relevant and robust when they launch in the future... and beyond? How do we prepare for the unknowns and constant shifts in technology; what can we do to progress the evolution of the web itself; and how do we, as individuals, ensure that our skills are as relevant as ever in this rapidly changing world? In this talk we’ll look at past visions of the future, what we can learn from these lessons, and how to apply this in a practical sense to the work that we do. A written version of this talk is available at: http://www.sallyjenkinson.co.uk/blog/2015/09/26/all-these-moments-will-be-lost-in-time/

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Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlight

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Virtual SDGC20 Workshop | Oct 23, 2020 | Planet centric impact mapping

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Virtual SDGC20 Workshop | Oct 23, 2020 | Dungeons and designers play base

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Virtual SDGC20 | Oct 22 23, 2020 | Trust as a design material

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Virtual SDGC20 | Oct 22 23, 2020 | The consequences in service design

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Virtual SDGC20 | Oct 22 23, 2020 | Karma Chameleon - getting to grips with cu...

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Virtual SDGC20 | Oct 22 23, 2020 | Design as dissent

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.

Clara Bidorini | The Missing Framework Between Startups and Corporations | Kyvo

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/

Play & Work: How Tangibles Offset Design Thinking Flaws | Annemarie Lesage | ...

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/

Customer Behaviour by Design - Influencing Behaviour Beyond Nudging | Anne va...

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/

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Building Bridges to Get Everything You Want | Deborah Zell | Dell Technologies

Deborah of Dell Technologies speaks at SDGC19 in Toronto. When Deborah joined Dell Technologies, she was tasked with bringing the various offerings together in a way that made sense for customers. At first it was difficult for her to gain adoption of human-centered service design. Through relationship building, standing up a cross-business community of practice, learning how to deliver measurable wins through design pilots, and showing the power of primary research and journey mapping, she earned the trust and enthusiastic buy-in of business leadership to pursue human-centered service design in earnest. Throughout her talk she shares the steps she took and the lessons she earned 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/

Steph Hay: Designing For Trust

In this talk, Steph shares how one organisation pioneered emotionally compelling design that impacted cultures on a global scale. 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/

Lina Nilsson: Creative Leadership

Designers increasingly find themselves in leadership roles. They are so passionate about the work they do, but are not always prepared for the leadership role that they find themselves in. The good thing is that we can learn the qualities of an awesome creative leader, and it is within our control to change our behaviour accordingly. My talk will be useful for in-house design teams, entrepreneurs in start-ups and design agencies. It will help them understand what qualities they should adopt if they want to support teams in design, development and delivery. I have tapped into Designit and Wipros global network of 15 studios and spoken to other subject experts.

Birgit Mager & Tina Weisser: 24 Success Factors for Brilliant Implementation

No longer is service design a playground for pretty storyboards – it has become an essential driver for innovation and creator of value for relevant stakeholders. And this value is created through implementation. Still: brilliant concepts often fail when it comes to implementation. Finding answers and better understanding the complex drivers for implementation, barriers and success factors was the motivation behind a 3-year international study. The talk will present the key findings of this study, which investigated complex service design projects at the interface of external SD consultancies and their clients.

Jaclyn Ap: 7 Steps to earn the right to design and deliver

Technical skills in service design are not enough to influence change in large organisations. When designing to deliver, many organisations are only just beginning to realise the value of Service Design to their bottom lines, yet many delivery and technical teams still don’t understand why it is needed or how to apply it. From my experience working to embed service design in large Australian organisations, I have observed that those in house need to use relationship management and visual communication skills to deliver their work. In this talk I will outline 7 key concepts currently being used to embed service design that you can apply immediately.

Markus Hormess & Jakob Schneider: Doing is the hard part - 12 commandments of...

While we generally agree on the usefulness of many methods and tools in service design, we all struggle when it comes to long-term, real-world implementation. Markus and Jakob, who together with Marc and Adam just published This is Service Design Doing, will use this session to share their perspective on the doing part of service design. They will draw parallels between business realities and their co-creative approach to designing a 600-page business book. We hear about pivots, the limits of iterations, how to sell service design to non-believers, and why projects take 2 years longer than expected. How standardized can a process be? What do we ask of the people involved? What are dead ends? And how can we stop talking all this bullshit and start to empower people? As a humble suggestion, Markus and Jakob will share their 12 Commandments of Service Design. Co-authors Marc and Adam will be present on screen as well, answering recent questions from the service design community.

Alberta Soranzo: The Architecture of Change