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www.service-design-network.org /winners-and-finalistswww.service-design-network.org /winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Kerry Bodine | Head of the Jury and Kerry Bodine & Co.
The Service Design Award 2017Winner Pecha Kucha Presentations
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
Featured in Upcoming Annual
This is the title of my presentation:Here is the subtitle of my presentation
Name | Company
www.service-design-network.org /winners-and-finalists
5 International, Award Winning Projects
Bridgeable | Canada
Ella Walding | Malta
Muzus | Netherlands
Shera Hyunyim Park, Culainn Boland-Shanahan, Jaehyun Park | UK
DMA | Australia
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
Award Category:Professional, Commercial
WINNER FOR BEST COMMERCIAL PROJECT
Redefining the TELUS Renewals ExperienceBridgeableClient: TELUS
Chris Ferguson | @chrisfergEverton Lewis | @evertonsquillMarie Serrano
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Dan EpsteinWilly Morgan Josh Greenhut
www.service-design-network.org /winners-and-finalists
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Congratulations Bridgeable and client TELUS
2017 Winner for Best Commercial Project
Judy MellettDirector, Service Strategy & Design
TELUS
Chris FergusenFounder and CEO
Bridgeable
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Award Category: Professional, Non-Profit/Public Sector
WINNER FOR SYSTEMIC CHANGE IN EDUCATION
Design In Schools Australia - a design and education collaboration Design Managers Australia (DMA)Client: Macquarie Primary School
Mel Edwards | Justin Barrie@DMA_Canberra
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Design In Schools A collaboration borne of a joint passion for inquiry
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
30 years of passion with literacy and inquiry...
SORTING OUTAnalysing information, looking for
patterns, reviewing thinking, making meaning, expressing new understanding
GOING FURTHE RPersonal and small group
pathways of investigation taking
learning further, personalising
SYNTHESISING
& REFLECTIN GReviewing earlier thinking, identifying changes in
understanding, making connections between ideas,
identifying what has been learned
ACTING & APPLYINGSharing new learning with others, making a
creating/constructing/doing
TUNING IN TOSTUDENTS’ THINKING
Establishing the ‘known’, connecting to
students’ lives, sense of purpose for inquiry first thinking, first invitation for questions
FINDING OU TGathering information from a range of sources,
working as researchers, continuing to raisequestions, learning skills of investigation
PHASES OFINQUIRY
EXPLOREpeople, experience
& information
SYNTHESISE
analysis, data,
insights & concepts results, solutions &recommendations
CLARIFYintent, scope &
approach
WithOur Clients
StakeholdersThe best available evidence
ToConfirm & understand
Generate, explore, uncoverCreate themes & innovate
ThroughCollaborationPrototyping
Iteration
ForDiscussion & consideration
Planning & testingImplementation & evaluating
DEFINE
...meets 20 years of service design practice
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
The car park projectSolving a social issue through design, and developing an education approach
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Researching the car park Destroying mythsCreating insight
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Looking for options Trying out solutions
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Let’s get physical
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Let’s get disruptive
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
And in the end, a professional, comprehensive design solution
Sign Zones
VIPs(Very Important Presence)
Speedbreaker
The Great DivideRepresentation and Reality
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
ImplementedStill making change
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
The car park design was really only a part of Design in Schools
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Sharing what we learned
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
As for our team, how was it for them?
23 October 2017
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
And, we are evolving the teaching model at Macquarie
Wendy Cave, 2017
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
We are about to embark on design AS education
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#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
Justin BarrieCo-Principal
DMA
Congratulations Design Managers Australia (DMA)
2017 Winner for Systemic Change in Education
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Award Category:Professional, commercial
a 217 million euro shiftby Muzusfor the Municipality of Rotterdam
Neele Kistemaker Jorik Hepworth
WINNER FOR ORGANISATIONAL IMPACT IN THE PUBLIC SECTOR
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetworkVeeleisende ZorgvragerBij deze doelgroep is sprake van mentale, fysieke en zintuiglijke beperkingen. Door de meervoudige kwetsbaarheid wordt er een groot beroep gedaan op de empathische en zorgverlenende vaardigheden van de chauffeur. Ouders blijven graag op de hoogte omdat het kind zich vaak niet (verbaal) kan uiten.
RechtlijnigeDenker
GehinderdeZelfstandige
PrikkelbareStructuur
behoeftigeImpulsieve Avonturier
VeeleisendeZorgvrager
onzelfstandigin het vervoer
zelfstandigin het vervoer
regelmaat variatie
MATRIX VAN VERVOERSBEHOEFTEN 18-
Gehinderde ZelfstandigeDeze doelgroep is door een lichamelijke of zintuiglijke beperking niet in staat om zich zonder begeleiding te verplaatsen. Het betreft hierbij vooral het in en uit de bus geholpen worden. Een goede sfeer maakt ritten gezellig en contact met de chauffeur en andere kinderen is leuk.
Ouders waarderen flexibiliteit zodat in de behoeften van het kind kan worden voorzien.
Impulsieve AvonturierDeze doelgroep vind het erg leuk om anderen te ontmoeten maar is ook snel afgeleid en impulsief. Voor, tijdens en na de rit. Op dit enthousiasme zit geen rem en daardoor kan de veiligheid van hem/haar en de andere passagiers in het geding kan komen. Alertheid is noodzakelijk.
PrikkelbareStructuurbehoeftigeVoor deze doelgroep is het volgen van een vaste structuur het allerbelangrijkste. Vervoerder, ouder(s) en de school dragen hier samen zorg voor. Onverwachtse prikkels dienen te worden beperkt en alle variabelen dienen volgens plan te gaan. Zo niet, dan ontstaat er onrust en kan de situatie escaleren. Een incident kan gevolgen hebben voor de hele dag.
Rechtlijnige DenkerDeze doelgroep kan veel zelf in het vervoer, mits het volgens een geoefende serie handelingen verloopt. Wijzigingen en onregelmatigheden kunnen voor verwarring zorgen. Door in een veilige setting zelf naar alternatieven te zoeken wordt het oplossend vermogen vergroot.
De matrix toont de behoeften van kinderen en jongeren met betrekking tot het doelgroepenvervoer, alsmede die van hun ouders. Deze zijn gebaseerd op diepte-interviews met de doelgroep. De behoeften zijn samengevat in het model hiernaast, waarin vijf persona’s op twee assen zijn uitgezet.
De horizontale as geeft aan in hoeverre de doelgroep behoefte heeft aan structuur en regelmaat in het vervoer. Aan de linkerkant bevinden zich de doelgroepen voor welke een vast stramien van essentieel belang is, aan de rechterkant is er meer ruimte en zelfs behoefte aan variatie.
De verticale as geeft aan in hoeverre de doelgroep zelfstandig is in het vervoer. Onder in de matrix bevinden zich de doelgroepen die (zeer) veel begeleiding behoeft. Bovenin de matrix bevindt zich de doelgroep die het een en ander zelf kan en slechts op bepaalde vlakken / momenten ondersteuning nodig heeft.
Hieronder is een eerste introductie van de persona’s te lezen. De complete persona’s worden op dit moment (april 2017) ontwikkeld.
“Met een beetje hulp, heb ik het naar mijn zin.”
“Vervoer is leuk! Samen onderweg.”
“Een rit volgens plan maakt of breekt mijn dag”
“Expertise en aandacht maken mijn rit veilig.”
“Stapje voor stapje leer ik mijn weg vinden.”
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
explore envision enable
www.service-design-network.org /winners-and-finalists
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Congratulations Muzus
2017 Winner for Organisational Impact in the Public Sector
Neele KistemakerFounding partner
Muzus
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
Award Category:Student
Flo: Smarter Black CabsHyunyim Shera ParkJaehyun ParkCulainn Boland Shanahan
www.service-design-network.org/winners-and-�nalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
STUDENT WINNER FOR BUSINESS INNOVATION IN THE PRIVATE SECTOR
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www.service-design-network.org /winners-and-finalists
Congratulations Shera Hyunyim Park, Culainn Boland-Shanahan and Jaehyunyim Park
2017 Student Winner for BusinessInnovation in the Private Sector
Shera Hyunyim ParkPhD Researcher
MA Graduate, RCA
Culainn Boland-ShanahanFreelancer
MA Graduate, RCA
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Award Category:Student
Servizz Design Ella Walding
Service Design MA, Royal College of Art Client: Government of Malta
Ella Walding | www.ellawalding.com
STUDENT WINNER FOR ORGANISATIONAL IMPACT IN GOVERNMENT
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
The context
Double diamond @ Design Council
Discover Define Develop Deliver
AGREEING THE PROJECT
UNDERSTANDING THE PROBLEM
DISRUPTING CURRENT THINKING
CO-DESIGNING AND IMPLEMENTING
SOLUTIONS
LEARNING
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Process
Interviews Observation
CITIZENS SERVIZZ.GOV
GOVERNMENT OF MALTA
Departments
Call centre
Head Office
One stop shop agents
Director General
Principal permanent secretary
Permanent secretary
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Research
Understanding the problem
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Mission
How might we develop the tools and skills needed for servizz.gov and departments to work together to
improve quality and outcomes for citizens and staff?
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Co-designing & implementing
solutions
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
A clear strategy
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Balanced scorecard
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Balanced scorecard
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Balanced scorecard
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Balanced scorecard
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Toolkit for creating change
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
LONG TERM SOLUTIONS
Toolkit for creating change
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
Learning
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
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#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
Congratulations Ella Walding
2017 Student Winner for Organisational Impact in Government
Ella WaldingService DesignerInnovation Unit
MA Graduate, RCA
#ServiceDesignAward2017 @SDGC17 @SDNetwork www.service-design-network.org /winners-and-finalists
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Thank you to the 2017 Service Design Award Winners!
Award Sponsor
www.service-design-network.org/winners-and-finalists#ServiceDesignAward2017 @SDGC17 @SDNetwork
