Making ourselves redundant: Delivering impact by building design capabilities / Simone Carrier
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This document discusses how service designers can build capabilities in others and avoid making themselves redundant through skills transfer. It recommends including skills transfer in all service design projects by doing the work together, bringing in others like middle managers, and focusing on developing a design mindset over just providing toolkits. The goal is to ensure the work does not just end up in a drawer by enabling others to continue applying the design process.
Making ourselves redundant: Delivering impact by building design capabilities / Simone Carrier
- 1. Making ourselves redundant: Delivering impact by building design capabilities
- 2. We are FutureGov The digital and design company for public services.
- 3. Aren’t we designers running the risk of making ourselves redundant?
- 5. Discover • Developing a research plan • Doing ethnographic research • Doing guerrilla research • Gaining empathy • Creating and sharing insights Define • Identifying problems based on user needs • Prioritising and focusing on a problem • Writing design briefs Develop ideas • Developing good ideas • Facilitating Co- creating • Visualising ideas • Gathering inspiration Deliver • Prototyping • Planning and managing projects in an agile way • Developing and implementing minimum viable services
- 6. Sharing skills along the design process Discover
- 7. The difference Market research What people say What people will buy Large sample sizes Broad insights Design research What people do How people use a service Small sample sizes Deep, focused insight
- 9. Sharing skills along the design process Define
- 12. Sharing skills along the design process Develop ideas
- 13. Imagine… … a country, where getting married is a long and winded process.
- 15. Writing stuff on a post it doesn’t make it a good idea.
- 16. Sharing skills along the design process Deliver
- 17. The difference Piloting At the end of a process, as part of implementation Large investment Feedback to do small tweaks Entire service Prototyping Early in the process, as part of the design process Small investment Feedback to iterate and overhaul Single aspects
- 23. Discover Define DeliverDevelop ideas 100% transferability 50% 0%
- 24. How Part 2
- 25. Give them a toolkit and templates. Our tip
- 26. DON’T EVER give them a toolkit and templates. Our tip
- 27. Service Design is not a toolkit. It’s a mindset.
- 28. Thinking like a designer Empathy over data Curiosity over knowledge Experimentation over planning Doing over thinking Instinct over certainty Chaos over order
- 29. 4 lessons Stuff I’ve learned
- 31. Do the work.
- 34. Don’t only focus on frontline staff. 3
- 35. but include everyone. Include middle management.
- 38. Things to take away Conclusion
- 39. Sharing skills and building capabilities Success is when you are not needed anymore. Mindset first - toolkit later. Do the work - together. Bring in others - especially middle managers. People won’t become a designer in a day.
- 40. Are we designers running the risk of making ourselves redundant?
- 41. Are we designers running the risk of making ourselves redundant? No.
- 42. Why Part 3
- 43. Include skills transfer in any service design project. (Even if it you haven’t been asked to do so) Stuff we learned
- 44. … because our work is less likely to end up in a drawer.