System thinking

SYSTEM THINKING DESIGN TOOLS TO DRIVE INNOVATION PROCESSES ROBERTA TASSI

BOBCATSSS 2015 BRNO Participation – Innovation – Design

SYSTEM THINKING ROBERTA TASSI

WHAT IS YOUR JOB?


I AM A DESIGNER!

HMM...


WHAT KIND OF DESIGNER?

SYSTEM THINKING ROBERTA TASSI SYSTEM THINKING ROBERTA TASSI


A SYSTEMIC SOLUTION TO EMPOWER COMMUNITY HEALTH WORKERS TO SAVE MORE LIVES.


BACKPACK PLUS CHALLENGE



UNDERSTAND

BACKPACK PLUS PROCESS

USER RESEARCH

CO-DESIGN EXERCISES

building the ideal toolkit and container

CONTEXTUAL IMMERSION

visit villages and healthcare providers

6 W

EEK

S X 2

CO

UN

TRIE

S

STAKEHOLDER INTERVIEWS

engage local partners and NGOs

SHADOWING

community health workers daily activities

Before CHWs, having medicines to treat malaria available right in the village was a daydream.

CHW SUPERVISOR

The main challenge is sensitising people to look for health services to timely treat their illnesses.

CHW


INDIVIDUALCOMMUNITY

ASSESS & TREAT

EDUCATE

RESPECT

TRUST

SUPERVISOR HEALTH CENTER DISTRICT

SUPPLIES

REPORT

COACH

SUPPORT

REPORT

REPORT

INSTRUCT

SUPPLIER

TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING

CHW

DIAGNOSTICS TOOLS ENABLERSCOMMODITIES

ASSESS TREAT EDUCATE REPORT

TRANSLATE


VISUAL FRAMEWORKS



COLLABORATE


PARTICIPATORY DESIGN

SIGNATURE EXPERIENCES

envision the key service features30 P

AR

TICI

PAN

TS X

3 W

OR

KSH

OP

S CUSTOMER JOURNEY MAPPING

understand pain points and opportunities

ROUGH PROTOTYPING

imagine how the solution could be

ROLE PLAYING

simulate future scenarios

A DAY IN THE FIELD

immersion

NEW YORKAlignment

KAMPALA

Ideation

NEW YORKStrategy


BACKPACK PLUS OUTCOMES


1) TOOLKIT

TOOLKIT PILOT

SERVICE MODEL

EMBLEM


So... WHAT IS YOUR JOB?

INDUSTRIAL DESIGN · SERVICE STRATEGY · DESIGN THINKING · VISUAL STORYTELLING PARTICIPATORY DESIGN · CO-DESIGN · DES IGN · SYSTEM THINKING · INDUSTRIAL DES DESIGN · SERVICE DESIGN · DESIGN THINK DESIGN RESEARCH · VISUAL STORYTELLING USER EXPERIENCE DESIGN · UX · SERVICE DESIGN · HUMAN-CENTERED DESIGN · STR EXPERIENCE STRATEGY · ETHNOGRAPHY · VISUAL THINKING · INTERACTION DESIGN

INDUSTRIAL DESIGN · SERVICE STRATEGY · DESIGN THINKING · VISUAL STORYTELLING PARTICIPATORY DESIGN · CO-DESIGN · DES IGN · SYSTEM THINKING · INDUSTRIAL DES DESIGN · SERVICE DESIGN · DESIGN THINK DESIGN RESEARCH · VISUAL STORYTELLING USER EXPERIENCE DESIGN · UX · SERVICE DESIGN · HUMAN-CENTERED DESIGN · STR EXPERIENCE STRATEGY · ETHNOGRAPHY · VISUAL THINKING · INTERACTION DESIGN

SYSTEM THINKING


Systems thinking is the art and science of making reliable inferences about behaviours by developing an increasingly deep understanding of the underlying structure.

Barry Richmond, 1987

Set of things working together as parts of a mechanism or an interconnecting network; a complex whole.

SYSTE M

THINK ING

The process of considering or reasoning about something.

SYSTEM THINKING

WHAT IS IT?


WHAT IS IT?

UNDERSTANDuser research

COLLABORATE

participatory design

TRANSLATE

visual frameworks


COLLABORATE


TRANSLATE

visual frameworks

WHAT IS IT?

UNDERSTAND

user research

SYSTEM THINKING USER RESEARCH

IMMERSE SPEND TIME IN THE CONTEXT OF USE AND OPPORTUNITY.

HOW? #CONTEXTUAL IMMERSION #ROLE PLAYING #PEERS OBSERVING PEERS #CO-DISCOVERY #…

Confused Supported Guided Positive Sad Scared

!

Calm Depressed


CRAFT DESIGN AND PREPARE HANDS-ON ACTIVITIES THAT CAN PUSH THE CONVERSATION DEEPER.

HOW? #CARD SORTING #EMOTIONAL JOURNEY #ONE-WORD ASSOCIATION #ROUGH PROTOTYPING #DRIVERS CONTINUUM #EMPATHY MAP #…


UNCOVER RECORD THE EXPLICIT AND UNCOVER THE IMPLICIT - LATENT NEEDS.

HOW? #1-1 INTERVIEW #DAY IN THE LIFE #DIARY STUDY #MOBILE DIARY STUDY #…

Every person* is different. Solutions must be flexible and personal. * HCP / PwD

The patient is focused on his daily routine; reflection is mainly for physicians

Objective data are meaningless without the context (life)

COLLABORATE


WHAT IS IT?

UNDERSTAND

user research


TRANSLATE

visual frameworks

SYSTEM THINKING VISUAL FRAMEWORKS

CLUSTER IDENTIFY THE MAIN INSIGHTS AND OPPORTUNITIES IN THE LANDSCAPE OF DATA.

HOW? #AFFINITY MAPPING #MIND MAP #MOTIVATION MATRIX #SHARE STORIES #TOP 5 #COGNITIVE MAP #…

ACTIONHOPE

WILL

EPIPHANY

PAIN

EMPATHY

COMPASSION

HERO

REFLECTION



MODEL SHAPE THE INFORMATION INTO MEANINGFUL SYNTHETIC REPRESENTATIONS.

HOW? #CUSTOMER JOURNEY MAP #ECOSYSTEM MAP #SYSTEM MODEL #USER ARCHETYPES #ACTORS MAP #ACTIVITY MAP #EXPERIENCE FRAMEWORK #…


GROW USE THE FRAMEWORKS AS STARTING POINT FOR IDEA GENERATION AND VALIDATION ACTIVITIES.

HOW? #CUSTOMER JOURNEY MAP #ECOSYSTEM MAP #SYSTEM MODEL #USER ARCHETYPES #ACTORS MAP #ACTIVITY MAP #EXPERIENCE FRAMEWORK #…


WHAT IS IT?

UNDERSTAND

user research

TRANSLATE

visual frameworks

COLLABORATE


WORKSHOPINTRODUCTION

GOALS & EXPECTATIONS

ORGANIZATIONMODELING

Alignment on the Vision

Enablers & Blockers

Mindset & Behaviors

NEW JOURNEYRESOLUTIONS

PRIORITIZE ENABLERS &BLOCKERS

ENABLERS &BLOCKERS

Alignment on the Reorganization

Identification of the things inherent in organizational structure, culture and practices that can facilitate or jeopardize realizing strategic goals

Assessment of current state, best practices and repeatable manifestations of the strategic vision

Putting together goals, modeling and sharing a common understanding of the organization as a whole

Synthesizing all the previous exercises and channeling outcomes into personal actions

Test-driving the conclusions from Day 1 in real-life business challenges

What to do next: practical items to bring back into the organization post-workshop

Business Cases

DAY 1

McKinsey PRESENTATION & PA CASE

WORKING ONBUSINESS CASE I

ACTIONLIST

REVISIT YOUR GOAL

TacticalActions

DAY 2

PRACTICAL ASPIRATIONAL OPERATIONAL

PERSONAL PERSONAL PERSONAL PERSONAL

COMPARE, CONTRAST & HYBRID

PRINCIPLESSCORECARDS

PRINCIPLES:WHAT THEY MEAN FOR US

WORKING ONBUSINESS CASE II

SYSTEM THINKING PARTICIPATORY DESIGN

PLAN DESIGN THE PARTICIPATORY SESSIONS BY PREPARING TAILORED EXERCISES AND TOOLS.

HOW? #WORKSHOP OUTLINE #AGENDA #DESIGN TOOLKIT INSPIRATIONS #…



RUN BALANCE PLENARY, INDIVIDUAL AND TEAM EXERCISES TO GET BETTER OUTCOMES.

HOW? #DESIGN GAMES #GROUP SKETCHING #STORYBOARDING #DOT VOTING #MAKE & BREAK #PAPER PROTOTYPING #…


ENJOY GENERATE POSITIVE ENGAGEMENT!

HOW? #ROLE PLAYING #ROLE BADGES #ELEVATOR PITCHES #TOMORROW’S HEADLINES #…


user research

COLLABORATE


TRANSLATE

visual frameworks

UNDERSTAND

HOW CAN WE DO IT? DESIGN TOOLS

www.servicedesigntools.org

http://www.servicedesigntools.org

SERVICEDESIGNTOOLS OBJECTIVESSERVICEDESIGNTOOLS BACKGROUND

SERVICEDESIGNTOOLS OBJECTIVES

AN OPEN COLLECTION OF TOOLS TO SUPPORT KNOWLEDGE SHARING.

DESIGN GAMES

EVIDENCING

ROLE PLAYISSUE CARDSINFORMANCE

STORYBOARD

CUSTOMER JOURNEY MAP

SPECIFICATIONROLE SCRIPT GUIDE LINESTEMPLATES

CHARACTER PROFILE

STORYTELLING MOTIVATIONMATRIX

AFFINITY DIAGRAM

GROUP SKETCHING

BLUEPRINT

MOODBOARD

INTERACTION TABLE SYSTEM MAP OFFERING MAP

PERSONAS

COGNITIVE WALKTHROUGH

CONSTRUCTIVEINTERACTION

EXPERIENCEPROTOTYPE

MOCK UP WIZARD OF OZ

ECOLOGY MAP

TOMORROWHEADLINES

SERVICEIMAGE

CONTEXTPANORAMA

POSTER USE CASES

MIND MAP PROCESS MAP

ISSUE CARDS

HEURISTICEVALUATION

SERVICEPROTOTYPE

ROUGH PROTOTYPING

DESIGN GAMES

EVIDENCING

ROLE PLAYISSUE CARDSINFORMANCE

STORYBOARD

CUSTOMER JOURNEY MAP

SPECIFICATIONROLE SCRIPT GUIDE LINESTEMPLATES

CHARACTER PROFILE

STORYTELLING MOTIVATIONMATRIX

AFFINITY DIAGRAM

GROUP SKETCHING

BLUEPRINT

MOODBOARD

INTERACTION TABLE SYSTEM MAP OFFERING MAP

PERSONAS

COGNITIVE WALKTHROUGH

CONSTRUCTIVEINTERACTION

EXPERIENCEPROTOTYPE

MOCK UP WIZARD OF OZ

ECOLOGY MAP

TOMORROWHEADLINES

SERVICEIMAGE

CONTEXTPANORAMA

POSTER USE CASES

MIND MAP PROCESS MAP

ISSUE CARDS

HEURISTICEVALUATION

SERVICEPROTOTYPE

ROUGH PROTOTYPING


SERVICEDESIGNTOOLS OBJECTIVES

A STRUCTURED LEARNING PLATFORM TO GUIDE DISCOVERY AND ADOPTION.



SERVICEDESIGNTOOLS FACTS

TWITTER 2K+ FOLLOWERS

1 PAPER: VISUALTILES,

COMMUNICATION

TOOLS FOR SERVICE

DESIGN

Diana, Pacenti, Tassi

“It helped me understanding how to run co-design sessions with children in the degraded areas.” (2015, January 27th)

LECTURES & CONFERENCES

MENTIONS


medialab.hva.nl/toolkit

http://medialab.hva.nl/toolkit


www.designkit.org

http://www.designkit.org


http://designthinkingforlibraries.com/

http://designthinkingforlibraries.com/


WHEN DO WE NEED THESE TOOLS?

EVERY TIME WE DEAL WITH COMPLEX SERVICES INVOLVING A LARGE NUMBER OF ACTORS AND CHANNELS.


WHY?

KNOW PEOPLE NEEDS IS NECESSARY TO COME UP WITH THE RIGHT ANSWERS.

VISUALISATION TECHNIQUES HELP GIVING TANGIBILITY TO INTANGIBLE ITEMS.

ENGAGE ALL THE RELEVANT STAKEHOLDERS IN THE PROCESS IS KEY TO SUCCEED.

1 2 3


SYSTEM THINKING BENEFITS

DESIGN TOOLS HAVEA HUGE POTENTIAL


DESIGN TOOLS AREENABLERS



DESIGN TOOLS AREACCELERATORS



DESIGN TOOLS AREHUMAN-CENTERED




YOU DON’T START FROM SCRATCH JUST REMEMBER THAT

T h a n k s