Post on 15-Sep-2014
description
blended design teams:!from clients and consultants !to co-workers
Harriet Wakelam | @hwakelam | NAB Owen Hodda | @owenhodda | Deloitte Zaana Howard | @zaana | QUT
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
mission: a new retail store design
brief: “test all the things and tell us if they work”
what is a blended design team?
why
blended design !teams?
the how & !
thewhat !
of it all
shared à design leadership
outputs!outcomes vs
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
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
what’s changed?
design itself does not solve problems
inform solutions not always provide them
there is no end point to design
avoid fetishisation of design deliverables
a blended design team is
not just designers
service design is about ‘all the things’ all the time
questions? Harriet Wakelam | @hwakelam Owen Hodda | @ohodda Zaana Howard | @zaana
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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