Service Design Canberra 2016 opening keynote. Complex challenges require broader and deeper thinking, with tools like Cynefin, Systemic Design Gigamaps, and the Situ Service Architecture Framework. With Service Architecture, the desired customer experience can become the driver to align the levels of the organization to deliver.
5. Transformation? What does that even mean?
Service transformation is the required
organizational and systemic change in order
to design and deliver new services which
become integrated with the business in
sustained, ongoing strategy, structure, and
operations at scale.
20. Not seeing complexity is risky.
Photo: CC:BY darkday hNps://www.flickr.com/photos/drainrat/15241612721
21. Imagine you are
hanging from the
overhang of a very
tall cliff…
With no tools.
No rope.
No gear.
No harness. Photo: CC:BY Akuppa flickr.com/photos/90664717@N00/92297058
30. From Jabe Bloom @cyetain
What question are
we exploring?
What problem are
we trying to solve?
What solution
should we use?
What direction
should we head?
WTF, where are we?
55. …there are processes in nature, which operate in different timescales and
as a result there is little or no exchange of energy/mass/information
between them. Brand transferred this intuition to buildings and noticed
that traditional buildings were able to adapt because they allowed
“slippage” of layers: i.e. faster layers (services) were not obstructed by
slower ones (structure).
Wikipedia
75. Every major failure
I’ve experienced in my
mid career onwards was
because I missed
something in one of these
layers…I had great
teams, with great
designers, but design
alone was not enough
to succeed.
83. 83
“Boundary objects are objects which are both plastic enough to adapt to local
needs and constraints of the several parties employing them, yet robust
enough to maintain a common identity across sites. They are weakly
structured in common use, and become strongly structured in individual-site
use. They may be abstract or concrete. They have different meanings in
different social worlds but their structure is common enough to more than
one world to make them recognizable, a means of translation. The creation
and management of boundary objects is key in developing and maintaining
coherence across intersecting social worlds.”
Star & Griesemer, 1989
Star, Susan; Griesemer, James (1989). "Instuonal Ecology, 'Translaons' and Boundary Objects: Amateurs and Professionals in Berkeley's Museum
of Vertebrate Zoology, 1907-39". Social Studies of Science 19 (3): 387–420.
87. “ “
What do we need to
change in order to
deliver on this vision
of future experience?
88. Compelling customer
experiences drive organizational
change because they provide the
motivation & energy to work across
different pace layers. True for
current poor experience & future
awesome experience.