Tag Archive | design

Future of Service Design – does it exist?

Ever thought about this? Is service design just one ism, which comes like a wave: First small, getting strong and then fading away. When reaching the end of its existing curve, the ism is so worn out that no-one even wants to hear the words “service design”.

PaneeliAalto University Executive Education arranged on the 1st of June 2017, on International Service Design Day, networking event around this very interesting theme. Speakers and panelists who game from different backgrounds looked at the topic in a versatile and detailed way. They represented front line service design expertise: Peter Barkman, Managing Director from Palmu Helsinki, Laura Franck, Client Service Director from Hellon, Ulla Jones, Business Designer from OP Financial Group and Pekka Toivonen, CEO of Muotohiomo. Next I will raise some points from the discussion to give some thoughts to this important heading.

Transformation is the point

Service design have to grow from project oriented way of doing to be way of thinking that leads to cultural change and transformation in organization. “Human” and “experience” should be taken as a part of business plan in the organization. The experts see that service design as a concepts and the term might disappear. The content itself becomes an everyday part of organizational approaches and practices. Whatever the term that is used, important is to make measurable changes with goal of creating better experiences and focus on customer.

All in – heterogeneously

Service design has changed the whole design doing. Design is done by co-creating with customers, not alone in a studio. Important in the future is to do together. Create ideas that can be shared. Create feeling of belonging. There is no individual nor group that cannot co-create. Heterogeneous people are needed in design. People with different backgrounds are an asset. Service design wants T-shaped people, who have deep skills in one discipline and broad ability to work outside core area.

More broadly – more deeply

There was also discussion that should service design know how be civic, which is already learned at school. On the other hand experts pointed out that customer understanding will be more professional in the future. Designers should keep themselves at the top of the wave in their ability to answer the needs of changing business environment. One problem that was raised was about in-house design agencies. At the moment large companies have too small design units. There is not enough impact and results remain low. IT-firms have recently bought service design agencies. This raised a question: Is there need for agencies specialized only in design in the future? Maybe maybe not.

Digitalization needs empathy and creativity

In the midst of a strong change due digitalization, human might be forgotten. Empathy skills is needed more than ever. The approach of service design may even be a necessity for organizations to survive in a changing environment. One expert pointed out that “Machine won human in chess, but machine and human won machine in chess.” Ability to communicate separates us from the machine. Human is at his best in creative processes.

Selling and buying skills are crucial

The lack of skills of selling service design to organization and management is huge problem at the moment. Problem is also that service design is hard to buy, people inside the organization do not have service design inquiry skills.  These might be the dead or alive –issues for service design.

New tools and skills are needed

Experts agreed that service design to survive, new service design tools have to be created. Tools that are inspirational and get the whole organization to realize the ongoing change.  To accept vagueness is a necessity in the whole design process. Skills to empty one’s mind, skills to concentrate on the essential even if world around is a mess, is huge asset in the future. Designer with big ears and open mind are wanted. Methods for empathy and listening are needed.

To concentrate on what happened yesterday or what is happening today is not enough. Equipment for futures thinking and foresight is needed. In the future quantitative and qualitative customer understanding are melting together. Qualitative know-how and technology together are the strongest forces for change. In the future artificial intelligence will help a lot in customer understanding. To find customer needs, customer’s own data “My data” will be utilized. Gaming is used as a method for participating and storytelling.  Service design will be more fun, human and creative.

The future exists for service design

As a conclusion, service design as a content will exists in the future. Experts agreed that need for design is endless, challenge is there all the time. There will be evolution in service design doing followed by changes in business environment and due to embedding service design in everyday practice.  Also new tools and broad range of design makers are needed. In the future service design will be heart partner with quantitative methods and technology.

Service design meets RAI –evaluation system

Be open-minded

Yes, I have heard it, and I think I have even preached about it. Be open-minded. First and for most. That is how service designer should think, no doubt about it. Still, I have found myself being by and by too blindsighted. Last time this happened to me was few weeks ago. I waited my turn to give a presentation about service design in health care in a seminar which was concerning work with geriatric people (Kehittyvä vanhustyö 13-14.2.2017). Funny thing when going back in my mind to that situation, is that in my own presentation, I had quotation from Dalai Lama: “When you talk, you are only repeating what you already know. When you listen, you may learn something new.”

What is RAI-evaluation system…actually?

Just before my presentation there was Development Manager Rauha Heikkilä from Finnish National Institute for Health and Welfare given her presentation about RAI-evaluation system and its benefits while evaluating service needs of geriatric people. Abbreviation RAI has come to my knowledge when I have been doing service design with geriatric patients, nurses and doctors. But I haven’t really understood what it is. My preconception about RAI –evaluation system was that it is something that consumes a lot of face to face time from patients, nobody actually uses the results and something that is already out of date. So I was little bit suspicious about the subject, I have to admit.

Rauha Heikkilä started her presentation by talking about customer focus in different levels of producing services: strategic, tactic and operative. She pointed out that Primeminister Sipilä’s government programme for advancing Health and Welfare is executed by top projects. One main objective is to take customer oriented approach to development of health and welfare services. Then she started to talk about RAI (Resident Assessment Instrument) and how it can help to achieve this objective. RAI is a tool for decision-making and to support management. It helps to

  • predict the population service needs
  • develop services that are based on actual needs of customers
  • target customer services according to their needs
  • monitor the quality and the performance of services

 When Rauha Heikkilä moved on with her presentation my ears grew bigger. These were the words that talked my language. I started to pay more attention. I started to actually listen. I could have said same sentences in my presentation about service design and how it can support management. What I learned was that RAI- evaluation system is a comprehensive system for evaluating, monitoring and improving the quality of care and service. It is standardized system to information gathering and an instrument for observation of service needs of a customer. RAI –evaluation is examining customer’s ability to cope in everyday life, mental and cognitive condition, social performance and wellbeing, health condition, nutrition and feeling of pain. RAI –evaluation is examining patient as a holistic person. It is carried out with a customer. Yes, in co-creation with customer. Evaluation process starts with interview and observation of a person himself and his peers. Again sounds something that could have come out of my mouth while giving my service design presentation.

What I also learned was that RAI -evaluation system is a support system for different service providers to give more personalized service and service that answers better to customer’s actual needs. Geriatric patients with chronic illness and disability use variety of clinical and support services. With RAI-system there is always background knowledge about customers overall situation and thus it is possible to do better decisions for taking care of the geriatric patient. RAI-evaluation system enables planning standardized services for typical customer needs. Also service profiles can be planned with RAI-evaluation system.

Same goals. What can we do together?

While listening the presentation I didn’t find any conflicts between service design and RAI –evaluation goals. The goals are actually the same. I started to think what could be accomplish by combining these two methods. I brought up this idea to Professor of Geriatrics Jaakko Valvanne in a lunch discussion. He is acquainted with both methods and specialist with RAI- system. He clarified me that RAI – system is well deployed in Finland. However, he has seen that even in the best organizations, it really takes years to be able to use the results so that they actually help in developing services.

From the user’s (nurses and doctors) point of view, RAI system is difficult, complicated and troublesome in many ways. Professor Valvanne pointed out also that the results of the RAI –system should be first the results for the patient and his peers. Secondly results of organization. But are they easy to understand for ordinary people? Are they presented in a way that awakes interest? Could assets of service design help to make RAI –system more approachable, make the system more usable by understanding user needs better, simplify the process and the results by visualization and maybe make less serious by adding some fun and humor to it?

When thinking other way around, people who work in the field of geriatric patients, are acquainted with RAI –system. Could it be easier to accept service design as a serious development method, if these two are methods are offered hand in hand? There are similarities but also differences between these two methods. RAI –system is a data bank for designing services. Service design is more of qualitative and emphatic method.  If using these methods simultaneously, could it raise the benefits of the results in a different level?

Blending methods and thoughts

While finishing our lunch discussion with professor Valvanne we were both excited about this idea of service design meeting RAI –evaluation system. This seminar and enriching discussion after that cleared out to me that something unexpected may happen when you let yourself to be open. There is no only one right way of doing things. There are many. And if you are clever, you make these many ways overlap each other and you might find results that lead you to something totally new.

We might have another lunch and discussion around this subject with professor Valvanne and start something new by blending our thoughts more.

Can Design Thinking Provide the Breakthroughs We Need to Reduce Global Poverty and Domestic Violence?

 

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Woman cooking next to the port and market in Cotonou, Benin [Image (c) Jeffrey Allen]

By Jeffrey Allen

25 Sep, LONDON – For the past seven years, I’ve designed and managed projects to improve lives in developing countries, focusing on education, health, good governance, human rights, agriculture, employment, the environment… everything that impacts people’s quality of life. It’s a wildly complex field, where managers have to understand business, sociology, communications, technology, innovation, politics, psychology, and more if they’re going to be successful.

I spent the first several years just getting my head around the basics, learning on the job, by trial and error, and by soaking up what I could from those around me. Before starting the job, I had observed international development work – mostly from the outside – for more than six years as a journalist remixing stories published by organizations working in the field. Looking on through my outsider’s lens, I was consistently impressed by the work development practitioners did every day to make lives better and open opportunities for billions of people in difficult circumstances across the globe. Continue reading

Unleash Your Inner Beast

Be empathetic, gather courage and nurture creativity to make Breakthroughs.

I would like to Thank our energetic lecturer Katja Tschimmel for sharing her knowledge and experiences on Design Thinking. Thank to Virpi Kaartti for providing great support during the Study and Thank to all my fellow students for such an amazing ongoing experience. 

This blog is covering two parts. 1) My perspective and highlight on Design Thinking and Innovation 2) Learning during Laurea contact sessions.

 

My perspective and highlight on Design Thinking and Innovation

 

I have gained a little insight about the potential of Design Thinking and how design thinking approach can lead to create innovations to improve existing conditions and make impact.

I can already feel that Design Thinking is slowly transforming my approach towards solving problems and my realization that empathy is so much central towards design thinking.

Design Thinking is powerful, a great methodology which provides framework for understanding empathy, nurturing creativity and using early prototyping towards breakthrough innovations.

Also, keeping an open mindset to grow and learn at the same time paves the way to unleash our true unknown potential, including creativity hidden among all of us.

Here, I would like to emphasize and highlight on key aspects of Design Thinking.

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How might we design for change?

“Reading aloud is an important tool to plant the love of reading in children”, said Rana Dajani explainng her idea of We Love Reading in the innovation platform: Open IDEO.

We Love Reading is an initiative to hold read-aloud sessions in refugee camps that encourages women, men and youth to be leaders in their communities by setting up read aloud sessions. These sessions are done by the people of the camp themselves within the vicinity of the tents. Children not only enjoy the storytelling experience in their own language and culture but, it is also a capacity building tool for adults in the camp that give them a sense of purpose there.

You might hear about this initiative because it has been elected by UNESCO as an effective education program and they also participated in WISE Congress last year.

The initiative already has a pilot in the Zaatai refugee camp of Jordan, where thousands of Syrian refugees live and it is one of the top ideas of the Openideo challenge: How might we improve education and expand learning opportunities for refugees around the world?

DeathtoStock_NotStock7

 

What is OpenIDEO?

Along with the challenge of refugee education, on OpenIDEO you can find many others calls, all of them starting with How might we…? OpenIDEO is a design thinking methodology platform where “people from all corners of the world, no matter who they are, collaboratively tackle some of the toughest global issues bringing their experience and unique perspective to the conversation and development of ideas.”

What is Design Thinking?

In Tim Brown’s words it is “a methodology that imbues the full spectrum of innovation activities with a human-centered design ethos”. The mission of design thinking is to translate observations into insights and insights into products, services or experiences that will improve lives.

Design thinking tools are such as empathy and getting out into the world to be inspired by people, diverged and converged thinking, synthesis as a capacity to frame insight, using prototyping to learn with your hands, creating stories to share ideas, visual thinking, joining forces with people from other disciplines.

Some of its principles include working by building on the ideas of others, collaboration, bridging the knowing-doing gap, interdisciplinary teams and a systematic approach to take challenges through inspiration, to ideation, implementation of the idea and iterating along the process.

design

 

Wrapping the story

OpenIDEO is a tangible opportunity to apply the design thinking framework to global problems at this critical point where rapid change is forcing us to look not only to new ways of solving problems but to new problems to solve. All local communities around the world are facing these global challenges in their own places.

Along with the We Love Reading idea, on OpenIDEO you can find 400 research contributions to the challenge of improving refugee education, 376 ideas were developed collaboratively and 7 top ideas will eventually be funded. The impact of these ideas will take place in refugee communities and it also has an inspirational impact on the ideas of others that we are not yet able to measure but we should not underestimate.

 

Carmen Moles
Service Innovation and Design MBA Student

 

Research and sources:

Brown, Tim 2009. Change by design: how design thinking can transform organizations and inspire innovation. New York: HarperCollins Publishers.

Tschimmel, Katja 2012. Design Thinking as an effective Toolkit for Innovation. In: Proceedings of the XXIII ISPIM Conference: Action for Innovation: Innovating from Experience. Barcelona.

http://www.academia.edu/1906407/Design_Thinking_as_an_effective_Toolkit_for_Innovation

Brown, Tim 2008. Design Thinking. Harvard Business Review, June, 84-95.

http://www.ideo.com/images/uploads/thoughts/IDEO_HBR_Design_Thinking.pdf

OpenIDEO challenges.openideo.com

We Love Reading Project www.welovereading.org

Photo credit 

 

My Minds Boggling with Design Thinking!

Last spring I received a letter from Laurea University of Applied Sciences, I was accepted to study Master degree of Hospitality Management, service design. I was thrilled! I have been looking for such an education where I can exploit my past as an Artist and professional of Horeca. First semester started with Design thinking, lead by Katja Tschimmel and Mariana Valenca from Portugal. What a great topic to start  this creative study of services. I had not heard of Design Thinking before. I was very excited and looking forward to hearing more.

What is Design Thinking?

Tschimmel introduced Design Thinking to us via a model called E6.
This process model has six “E”s – each process space starts with letter E.

Emergence
Empathy
Experimentation
Elaboration
Exposition
Extension

This model can be used under several contexts such as trainings, courses and coaching.

e6

“E.6, because in Portuguese and in English, the division into 6 process spaces, which we consider the most appropriate ones, start with an ‘E’: Emergencia (Emergence), Empatia (Empathy), Experimentação (Experimentation), Elaboração (Elaboration), Exposição (Exposition) and Extensão (Extension). Since there are moments of Exploration (divergence) and Entering (convergence) in every phase of the model, we call the model E.6 elevated 2.” – Katja Tschimmel The graphic solution of this version of the model was developed by the Design Atelier Nunes e Pã.

Design Thinking is observation and research. Companies may benefit from designers of their way of thinking and working. Design Thinking offers new tools to develop organizations and their services. It is a very effective toolkit for any kind of innovation process. As a great example of this innovative thinking and creative confidence gives David Kelley on his speech of “How to build your creative confidence”. He shows in his lecture example of children´s hospital´s scanner and how they re-design such a fearful experience as being scanned to an exciting adventure. Designer creates a story of a pirate ship when going to be scanned. Scanning becomes exiting adventure! This is an excellent example on how to bring creativity to life by using people involved in the service. In this particular case children wanted to come back again tomorrow – for a new trip!

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Young designer from Norway, experiments with using visualization tools and methods from service design thinking, to enhance engagement of previous prisoners and troubled youth

Caroline Chaffin, a Norwegian student who is about to graduate with an MBA degree in Service Innovation and Design, wanted to do something different for her Master thesis. With a previous background from Healthcare and Social entrepreneurship, she wanted to find a case company with a social purpose, which allowed her to work close with the end-users of the service offering. She states that: «When working as a social entrepreneur, nurse or service designer, what I find in common is being an ambassador for the end-users, and having the ability to create real value, for real people. This was a requirement when starting my thesis journey».

Caroline is an active networker and found the case company for her thesis, by attending the Norwegian Social Entrepreneurship conference, in Oslo February 2014. The conference was hosted by one of Norway’s largest investors within the field; FERD, and Monsterbedriften won the title as social entrepreneurs of the year.

Monsterbedriften is a Norwegian social entrepreneur, who wants to help former prisoners and people who have not completed their education, or have trouble getting work. Helping youth who are found among a marginalized group in the society, is an important target group, which has increased in Norway during the last decade.

Caroline used Monsterbedriften as a case company in her thesis, and the focus was on the internal customers. In the case company the internal customers are the staff, and can also be considered as end-users. This is argued by the company’s vision: to help as many people as possible get a new start in life and pay it forward, which emphasize giving staff, a life outside unemployment, drugs and criminality.

Monsterbedriften’s service offering towards internal customers involves work experience, housing, coaching and a family environment. Unlike traditional businesses where the service takes place during a specific time, the service offering in Monsterbedriften often becomes «the staff´s entire world», and they have their own values (Monsterbedriften values).

The title of Caroline’s thesis was: «Enhancing engagement of internal customers in a social business through extensive use of visualization». The purpose of her thesis was to enhance engagement of internal customers in a social business. The aim was to apply service thinking, service design methods and visualization tools for enhancement of customer engagement. The project took place from February-November 2014. An overview can be found in Model 1.

                                                                                  Model 1: Purpose and aim of thesis. 

thesis model .001

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