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This presentation describes work carried out across multi-channels using a blended teams that took a design thinking approach to testing multi-channel services for a new bank branch.
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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 design
leadership
outputsoutcome
svs
DigitalDigital
RetailRetail
Self Service Self Service
Capability Capability
Senior leadership
Senior leadership
YammerYammer
ChangeChange
Marketing Marketing
DigitalDigital
RetailRetail
Self Service Self Service
Capability Capability
NAB CareNAB Care
Commercial CardsCommercial Cards
Innovation Innovation
Marketing Marketing
Senior leadershipSenior leadership
Next GenNext Gen
VerificationVerification
Compliance trainingCompliance training
IntranetIntranet
Business BankBusiness Bank
Out of the box Out of the box
YammerYammer
YammerYammer
role of artefac
tsAs 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?
does not solve problemsdesign itself
inform solutions not always provide them
to designthere is no end point
avoid
fetishisationof 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…
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…
General information only
This presentation contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively the “Deloitte Network”) is, by means of this presentation , rendering professional advice or services.
Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this presentation.