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Beyond Products Unifying Design and Operations
Jeff Sussna
I help companies deliver continuous value
What happens when IT becomes design?
From industrialism to post-industrialism
From products to services
How you make it is part of what you make
From discrete to infused experiences
From complicated to complex systems
Service exposes the sausage factory
Data centers Organizational structures
Digital ecosystems Organizational behavior
Complexity is strange and counterintuitive
“…the automation was not operational
due to an unrelated failure…”
From efficiency to adaptability
From delivery to conversation
From controlling to navigating
From broadcasting to co-creating
From decomposing to connecting
Rethinking design and operations
“…changing existing situations
into preferred ones…”
Information Interaction Technology
IT becomes a medium for continuous design
Design for service, not just software
The service economy is different
How do we design and operate for service?
Service exposes the sausage factory
“…delivering value by facilitating
outcomes customers want to achieve.”
Service exposes the sausage factory
What about efficiency, quality, and profit?
Minimize friction, maximize feedback
Design for failure, operate to learn
There is no done
Use operations as input to design
Seek empathy
This is what I do
This is how I help
How do we get from here to there?
We can design our own transformation
We must design our own transformation
Design learning becomes operations
