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Blended design teams: from clients and consultants to co-workers


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Presented with Harriet Wakelam and Owen Hodda at Service Design 2012, hosted by UX Australia at The Windsor Hotel, Melbourne, 4 May 2012.

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Blended design teams: from clients and consultants to co-workers

  1. 1. blended design teams:!from clients and consultants !to co-workers Harriet Wakelam| @hwakelam | NAB Owen Hodda @owenhodda | Deloitte | Zaana Howard @zaana | | QUT
  2. 2. role of design !in organisations isgrowing “The customer is increasingly buying a set of ongoing relations and interactions through which service will be rendered” Cefkin 2006
  3. 3. mission:a new retail store design
  4. 4. brief: “test all the things and tell us if they work”
  5. 5. what is ablendeddesign team?
  6. 6. whyblended design !teams?
  7. 7. howthe &! whatthe !of it all
  8. 8. shared à designleadership
  9. 9. outputs! vsoutcomes
  10. 10. Digital Digital Yammer Retail Retail Senior leadership Self ServiceSelf Service Next Gen Capability Verification Capability NAB Care Business Bank Seniorleadership Commercial Cards Compliance training Yammer Innovation Intranet Change Marketing Out of the box Yammer Marketing
  11. 11. role ofartefacts As the role of design grows and diversifies, we need to be able to deliver timely commercial insight, whilst still being on the lookout for those “’crystallising’ moments: observations, ideas, connections, which are not complete in themselves, but which catalyse a well and richly prepared ground into a completely different way of seeing the world” Bezaitis, M & Robinson R 2011
  12. 12. what’schanged?
  13. 13. design itself does notsolve problems
  14. 14. informsolutions not always provide them
  15. 15. no there isend point to design
  16. 16. avoid fetishisationof design deliverables
  17. 17. a blended design team is not justdesigners
  18. 18. service design is about ‘all the things’ all the time
  19. 19. questions? Harriet Wakelam | @hwakelam Owen Hodda | @ohodda Zaana Howard | @zaana
  20. 20. with thanks to…..Jess Ukotic | Cong Cao | Matt Sale | PeterHolmes | Louise Long | Anthony Waldron | LevOrosz | Mandy Chambers | Warren andMahoney | Jacqui Gill | Kerryn Eastwood | ScottTim West | Mel Hambarsoomian | Chris Wilson| Robert Lee | Chris Smith | the staff of theDocklands store | NAB volunteers + customers |and many many more…
  21. 21. General information onlyThis  presenta,on  contains  general  informa,on  only,  and  none  of  Deloi7e  Touche  Tohmatsu  Limited,  its  member  firms,  or  their  related  en,,es  (collec,vely  the  “Deloi7e  Network”)  is,  by  means  of  this  presenta,on  ,  rendering  professional  advice  or  services.    Before  making  any  decision  or  taking  any  ac,on  that  may  affect  your  finances  or  your  business,  you  should  consult  a  qualified  professional  adviser.  No  en,ty  in  the  Deloi7e  Network  shall  be  responsible  for  any  loss  whatsoever  sustained  by  any  person  who  relies  on  this  presenta,on.  About Deloitte About Deloitte AustraliaDeloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by In Australia, the member firm is the Australian partnership of Deloitte Touche Tohmatsu. As one ofguarantee, and its network of member firms, each of which is a legally separate and independent entity. Australia’s leading professional services firms. Deloitte Touche Tohmatsu and its affiliates provide audit, taPlease see for a detailed description of the legal structure of Deloitte Touche consulting, and financial advisory services through approximately 5,700 people across the country. FocuseTohmatsu Limited and its member firms. on the creation of value and growth, and known as an employer of choice for innovative human resourcesDeloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning programs, we are dedicated to helping our clients and our people excel. For more information, please visitmultiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte our web site at world-class capabilities and deep local expertise to help clients succeed wherever they operate. Liability limited by a scheme approved under Professional Standards Legislation.Deloittes approximately 170,000 professionals are committed to becoming the standard of excellence. Member of Deloitte Touche Tohmatsu Limited © 2012 Deloitte Touche Tohmatsu. All rights reserved.