Bringing Service Design In-House / Service Design Drinks Berlin
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This document summarizes Manuel Grossmann's presentation on bringing service design in-house through trainings, project-based support, and incubating new enterprises. It discusses different approaches to trainings, including intensive workshops, integrated workshops, and workshop plus consulting. It also covers project-based support through regular collaboration on client projects and building new agencies or product companies. The presentation provides tips for learners and teachers on successful service design learning and examples of organizations that have brought service design in-house.
![“[IBM will] flood its ranks with hundreds of
designers and train its entire workforce—some
377,000 employees worldwide—to think, work,
feel like designers.”
S o u rc e : Q u a r t z , S e pt 2 0 1 6
h t t p : // q z . c o m / 75 5 74 1](https://image.slidesharecdn.com/sdd-oct2016-bringingservicedesignin-housev03-short-161026234131/85/Bringing-Service-Design-In-House-Service-Design-Drinks-Berlin-9-320.jpg)
Bringing Service Design In-House / Service Design Drinks Berlin
- 1. Service Design Berlin B CG D I G I TA L V E N T U R E S / O C TO B E R 1 9 , 2 0 1 6 Bringing Service Design In-House Picture:MelanieDreser
- 2. Katrin PhD Candidate, University of Potsdam Who is inviting? Olga Business Consultant, Fuxblau Mauro CEO & Designer, Boana Martin Service Designer, UK Gov Manuel Service Designer, Fuxblau
- 3. Activities of Service Design Berlin Service Design Drinks Service Experience Camp The Service Gazette
- 5. How does it work? Input Exercise Mingling
- 7. Who is speaking tonight? Manuel Großmann Service Designer & Co-Founder, Fuxblau @manuel_berlin
- 9. “[IBM will] flood its ranks with hundreds of designers and train its entire workforce—some 377,000 employees worldwide—to think, work, feel like designers.” S o u rc e : Q u a r t z , S e pt 2 0 1 6 h t t p : // q z . c o m / 75 5 74 1
- 10. Two aspects of bringing service design in-house Learning & teaching
- 11. B A S I C S Photo by Flickr user: Brian (Ziggy) Liloia You wouldn’t expect to learn woodworking in a day. Why should service design be any different?
- 12. H O W Three ways of bringing service design in-house P R OJ E C T- B A S E D W O R K T R A I N I N G S N E W E N T E R P R I S E S
- 13. How Ways of doing it
- 14. Bringing Service Design in-house Through trainings
- 15. T R A I N I N G S Three approaches for trainings I N T E N S I V E W O R K S H O P I N T E G R AT E D W O R K S H O P S W O R K S H O P & CO N S U LT I N G
- 16. I N T E N S I V E W O R K S H O P
- 17. Intensive Workshops T R A I N I N G S T I M E LEVELOFSUPPORT “Corporate entertainment” -author anonymous-
- 18. I N T E G R AT E D W O R K S H O P S
- 19. Integrated Workshops T R A I N I N G S T I M E LEVELOFSUPPORT
- 20. “The format of short two-hour sessions throughout a week allowed us to train a larger team because all were able to spare some time every day. — I N G A B E R G E N , CEO, Welldoo It also showed us that small work packages can be finished within a very short time.”
- 21. W O R K S H O P & CO N S U LT I N G
- 22. T R A I N I N G S Workshop & Consulting T I M E LEVELOFSUPPORT
- 23. “The initial workshop creates a wow moment. It creates a new perspective. The following consulting allows a transfer into practise. What is more it keeps up the awareness for the tools and methods.” — A DA M L AW R E N C E , Co-founder, Work Play Experience
- 24. Artefacts
- 25. Expanding the time for support A R T E FAC T S T I M E LEVELOFSUPPORT artefacts left behind
- 26. The future of service design trainings?
- 27. Traditional learning model T H E F U T U R E O F S E R V I C E D E S I G N T R A I N I N G S L E A R N I N G B A S I C S with the help of a pro A P P LY I N G T H E K N O W L E D G E by yourself
- 28. Flipped classroom model T H E F U T U R E O F S E R V I C E D E S I G N T R A I N I N G S L E A R N I N G B A S I C S by yourself A P P LY I N G T H E K N O W L E D G E with the help of a pro
- 29. Bringing Service Design in-house Through project- based support
- 30. The (traditional) agency model is an outdated model P R OJ E C T- B A S E D S U P P O R T Call for help / Brief Work by the agency Presentation & handover of documentation
- 31. P R OJ E C T- B A S E D S U P P O R T Weaknesses of the (traditional) agency model Lack of knowledge transfer Lack of internal insights (stakeholder & their needs) Lack of internal buy-in (not invented here) Lack of impact
- 32. An integrated model P R OJ E C T- B A S E D S U P P O R T Regular collaboration & involvement Call for support Client is able to continue the work
- 33. “We pinned print-outs of personas, user journeys and a service blueprint to the hallway wall. This helped a great deal to communicate to others what were working on.” — M A R C P I R S I N G , Head of Commercial Service Center, Bayer Business Services
- 34. is controlled by company constantly gets guidance that leads to meaningful outcomes spends extra time through co-location focusses on topics of importance & relevance needs to cater for special stakeholders creates tools that are actively used by people afterwards P R OJ E C T- B A S E D S U P P O R T Pains and gains for the agency PA I N S G A I N S
- 35. “As a client we are very involved. The agencies aren’t used to that. Some have a problem with it. We don’t work with these any longer.” — A N A P E S S A N H A , Senior Design & User Researcher, HERE maps
- 36. Bringing Service Design in-house By incubating new enterprises
- 37. B U I L D I N G A N E W AG E N C Y
- 38. Building an agency: Neugelb I N C U B AT I N G A N E W E N T E R P R I S E Client Agency
- 39. Client Agency Building an agency: Neugelb I N C U B AT I N G A N E W E N T E R P R I S E Involvement Involvement Become client again Knowledge transfer Relationship building Strategic work? New agency
- 40. New agency: Client pains and gains takes much longer knowledge in-house PA I N S G A I N S more expensive long term financial risk of running an agency independence I N C U B AT I N G A N E W E N T E R P R I S E
- 41. New agency: (Old) agency pains and gains new competitor experience in incubating a new company PA I N S G A I N S iterated processes to learn from (e.g. on-boarding) you get to do the strategic consulting while others execute I N C U B AT I N G A N E W E N T E R P R I S E
- 42. B U I L D I N G A N E W P R O D U C T CO M PA N Y
- 43. Building a new product company: COUP I N C U B AT I N G A N E W E N T E R P R I S E Client Agency
- 44. Client Agency I N C U B AT I N G A N E W E N T E R P R I S E send staff people return Building a new product company: COUP Startup send staff
- 45. Client pains and gains share risk? PA I N S G A I N S good opportunity to invest money higher complexity (launching a product & a company) all expertise is in-house when the agency leaves I N C U B AT I N G A N E W E N T E R P R I S E
- 46. Agency pains and gains higher complexity grow unique knowledge PA I N S G A I N S more client influence (product & company culture) staff sees the impact of their design equity share? I N C U B AT I N G A N E W E N T E R P R I S E client knowledge
- 47. Takeaways
- 49. TA K E AWAYS Tips for learners P R OJ E C T- B A S E D W O R K T R A I N I N G S N E W E N T E R P R I S E S Ask how the input will be translated into the real context Demand a collaborative working model Master the skills before the support leaves Allocate extra time for your employees Don’t expect to master service design within a day Involve the partners early on
- 51. TA K E AWAYS Tips for teachers P R OJ E C T- B A S E D W O R K T R A I N I N G S N E W E N T E R P R I S E S Mix theoretical and practical input Embrace more client involvement Take the risk and try entirely new models Offer trainings + consulting which is stretched over a period of time Plan your deliverables as artefacts to leave something behind
- 52. Exercise Let’s create an awesome learning format
- 53. A new learning experience 1. Form groups of max. 5 people 2. Grab one template from the pile (1 per group) 3. Take 12 min to create an awesome learning format
- 54. • dqcdde s Tickets: www.tiny.cc/susjam • Practice hands on service design processes and methods • With 90+ cities participating all over the world • In a free, open, creative space (sponsored by Impact Hub Berlin)
- 55. One month from now…
- 56. Not your average conference
- 60. Open session you decide on…
- 61. … and lead
- 62. That’s what we call a co-conference —because you co-create it
- 63. Plus, more fun than at a usual conference
- 64. And really great food
- 65. Taking place November 18–19th
- 66. Save 10% in a group of 5 Get your regular ticket before October 24 Check sxc16.eventbrite.com …save additional 10% on all tickets until midnight by using the code: SDD-INHOUSE