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How to change the world
Value-based service design for NGO’s
henriika.lindroos@gmail.com
+358 40 574 5965
Hello!
What is an NGO?
Value(s) in general
Value-based design
My lessons learned
01
02
03
04
Our topics for today
About me
Design thinker30%
Customer experience strategy
Customer research
Product design
Storyteller20%
Content marketing
...
Non-Governmental
Organization
a non-profit organization that operates
independently of any government,
typically one whose...
Non-Governmental Organization =
Value-Based Organization
What is an NGO?
Dash of public sector
Dash of private sector
What are NGO’s made of?
Values (most of all)
Some of an expert organization
Value(s) in general
02
Values
What are they anyway?
NGO:
Human-centric?
Value(s) in general
NGO:
Human-centric?
Value(s) in general
Value(s) in general
NGO:
Human-centric?
NGO:
Value-based!
We don’t have “customers”, we have
“patients” / “volunteers” / “students”, etc.
“
Value(s) in general
Value-based design
03
So how to change
the world?
My toolbox for value-based design
Value-based design
The good news is that
values are usually
easy to find in an
NGO.
Value-based design
The good news is that
values are usually
easy to find in an
NGO.
Are they only defined towards the
key ...
The invisible furniture
?
Values are like
invisible furniture:
You cannot see them, but you’ll
know when you hit your toe ...
Our values
Our purpose
Purpose of my work
Our partners
Their expectations for us
Our customers
Their expectations for us
V...
My typical project cycle
Desk study
Value work
Empathy
Co-create
Prototype
Validate
My lessons learned
04
Lessons to
take home
For any sector, I think!
On purpose:
Benefits and
shadows
If looking for a
purpose;
look in first and
then out
Take your time
On values:
Subjective...
Yup, it is a squirrel.
Discussion
Now, fellow
masochists:
let’s talk!
* Yes. It’s a squirrel.
Kiitos!
henriika.lindroos@gmail.com
+358 40 574 5965
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Value-based service design for NGO's Slide 1 Value-based service design for NGO's Slide 2 Value-based service design for NGO's Slide 3 Value-based service design for NGO's Slide 4 Value-based service design for NGO's Slide 5 Value-based service design for NGO's Slide 6 Value-based service design for NGO's Slide 7 Value-based service design for NGO's Slide 8 Value-based service design for NGO's Slide 9 Value-based service design for NGO's Slide 10 Value-based service design for NGO's Slide 11 Value-based service design for NGO's Slide 12 Value-based service design for NGO's Slide 13 Value-based service design for NGO's Slide 14 Value-based service design for NGO's Slide 15 Value-based service design for NGO's Slide 16 Value-based service design for NGO's Slide 17 Value-based service design for NGO's Slide 18 Value-based service design for NGO's Slide 19 Value-based service design for NGO's Slide 20 Value-based service design for NGO's Slide 21
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Value-based service design for NGO's

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My talk in National Service Design Conference in Helsinki 2018. 'Service Design Network: The Evolving Role of Service Design.' My talk was on service design for value based organisations, and how strong purpose should be addressed in design process.

Value-based service design for NGO's

  1. 1. How to change the world Value-based service design for NGO’s henriika.lindroos@gmail.com +358 40 574 5965 Hello!
  2. 2. What is an NGO? Value(s) in general Value-based design My lessons learned 01 02 03 04 Our topics for today
  3. 3. About me Design thinker30% Customer experience strategy Customer research Product design Storyteller20% Content marketing Omni-channel brand management Crafting stories from data Inspirational change agent30% Strategic turnarounds Change management Accelerating innovation Expert on qualitative research20% Research methods Cultural encounters Gender sociology
  4. 4. Non-Governmental Organization a non-profit organization that operates independently of any government, typically one whose purpose is to address a social or political issue. 01 “ What is an NGO?
  5. 5. Non-Governmental Organization = Value-Based Organization What is an NGO?
  6. 6. Dash of public sector Dash of private sector What are NGO’s made of? Values (most of all) Some of an expert organization
  7. 7. Value(s) in general 02 Values What are they anyway?
  8. 8. NGO: Human-centric? Value(s) in general
  9. 9. NGO: Human-centric? Value(s) in general
  10. 10. Value(s) in general NGO: Human-centric? NGO: Value-based!
  11. 11. We don’t have “customers”, we have “patients” / “volunteers” / “students”, etc. “ Value(s) in general
  12. 12. Value-based design 03 So how to change the world? My toolbox for value-based design
  13. 13. Value-based design The good news is that values are usually easy to find in an NGO.
  14. 14. Value-based design The good news is that values are usually easy to find in an NGO. Are they only defined towards the key purpose?
  15. 15. The invisible furniture ? Values are like invisible furniture: You cannot see them, but you’ll know when you hit your toe on them.
  16. 16. Our values Our purpose Purpose of my work Our partners Their expectations for us Our customers Their expectations for us Value Distance Canvas
  17. 17. My typical project cycle Desk study Value work Empathy Co-create Prototype Validate
  18. 18. My lessons learned 04 Lessons to take home For any sector, I think!
  19. 19. On purpose: Benefits and shadows If looking for a purpose; look in first and then out Take your time On values: Subjective Part of identity Have respect and one eye in the horizon On driving change: Directors involved Repeat, repeat, repeat Use outside help from time to time Remember...
  20. 20. Yup, it is a squirrel. Discussion Now, fellow masochists: let’s talk! * Yes. It’s a squirrel.
  21. 21. Kiitos! henriika.lindroos@gmail.com +358 40 574 5965
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    Nov. 27, 2021
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    Oct. 30, 2019
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    May. 4, 2018
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    Apr. 28, 2018

My talk in National Service Design Conference in Helsinki 2018. 'Service Design Network: The Evolving Role of Service Design.' My talk was on service design for value based organisations, and how strong purpose should be addressed in design process.

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