blended design teams: from clients and consultants to co-workers
Post on 21-Oct-2014
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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.TRANSCRIPT
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blended design teams:!from clients and consultants !to co-workers
Harriet Wakelam | @hwakelam | NAB Owen Hodda | @owenhodda | Deloitte Zaana Howard | @zaana | QUT
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role of design !in organisations is growing
“The customer is increasingly buying a set of ongoing relations and interactions through
which service will be rendered” Cefkin 2006
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mission: a new retail store design
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brief: “test all the things and tell us if they work”
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what is a blended design team?
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why
blended design !teams?
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the how & !
thewhat !
of it all
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shared à design leadership
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outputs!outcomes vs
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Digital
Retail
Self Service
Capability
Senior leadership
Yammer
Change
Marketing
Digital
Retail
Self Service
Capability
NAB Care
Commercial Cards
Innovation
Marketing
Senior leadership
Next Gen
Verification
Compliance training
Intranet
Business Bank
Out of the box
Yammer
Yammer
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role of artefacts
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
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what’s changed?
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design itself does not solve problems
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inform solutions not always provide them
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there is no end point to design
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avoid fetishisation of design deliverables
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a blended design team is
not just designers
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service design is about ‘all the things’ all the time
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questions? Harriet Wakelam | @hwakelam Owen Hodda | @ohodda Zaana Howard | @zaana
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with thanks to….. Jess Ukotic | Cong Cao | Matt Sale | Peter Holmes | Louise Long | Anthony Waldron | Lev Orosz | Mandy Chambers | Warren and Mahoney | Jacqui Gill | Kerryn Eastwood | Scott Tim West | Mel Hambarsoomian | Chris Wilson | Robert Lee | Chris Smith | the staff of the Docklands store | NAB volunteers + customers | and many many more…
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