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.

1. How to change the world
Value-based service design for NGO’s
henriika.lindroos@gmail.com
+358 40 574 5965
Hello!

2. What is an NGO?
Value(s) in general
Value-based design
My lessons learned
01
02
03
04
Our topics for today

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. 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. Non-Governmental Organization =
Value-Based Organization
What is an NGO?

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. Value(s) in general
02
Values
What are they anyway?

8. NGO:
Human-centric?
Value(s) in general

9. NGO:
Human-centric?
Value(s) in general

10. Value(s) in general
NGO:
Human-centric?
NGO:
Value-based!

11. We don’t have “customers”, we have
“patients” / “volunteers” / “students”, etc.
“
Value(s) in general

12. Value-based design
03
So how to change
the world?
My toolbox for value-based design

13. Value-based design
The good news is that
values are usually
easy to find in an
NGO.

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. The invisible furniture
?
Values are like
invisible furniture:
You cannot see them, but you’ll
know when you hit your toe on
them.

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. My typical project cycle
Desk study
Value work
Empathy
Co-create
Prototype
Validate

18. My lessons learned
04
Lessons to
take home
For any sector, I think!

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. Yup, it is a squirrel.
Discussion
Now, fellow
masochists:
let’s talk!
* Yes. It’s a squirrel.

21. Kiitos!
henriika.lindroos@gmail.com
+358 40 574 5965