System Thinking per il Service Design ROBERTA TASSI & YULYA BESPLEMENNOVA
ARCHITECTA DAY #ADAY18
NICE TO MEET YOU!
YULYA
ROBI SYSTEM THINKING PER IL SERVICE DESIGN
WHY WE ARE HERE
SYSTEM THINKING PER IL SERVICE DESIGN
WHY WE ARE HERE
1940
SYSTEM THINKING PER IL SERVICE DESIGN
WHY WE ARE HERE
2050
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUT SYSTEM THINKING
System Thinking
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUT SYSTEM THINKING
System Thinking The art and science of making reliable inferences about behaviours by developing an increasingly deep understanding of the underlying structures. Barry Richmond, systems scientist
SYSTEM THINKING PER IL SERVICE DESIGN
1937 / GENERAL SYSTEMS THEORY
Karl Ludwig von Bertalanffy understanding of living organisms
SYSTEM THINKING PER IL SERVICE DESIGN
1948 / CYBERNETICS
Norbert Wiener’s model of an organization as an adaptive system
SYSTEM THINKING PER IL SERVICE DESIGN
APPLIED SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
APPLIED SYSTEM THINKING
Architects are first and foremost system designers who have been forced, over the last 100 years or so, to take an increasing interest in the organisational (nontangible) system properties of development, communication and control. GORDON PASK
SYSTEM THINKING PER IL SERVICE DESIGN
APPLIED SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
APPLIED SYSTEM THINKING
We can consider design as a practical expression of cybernetics, cybernetics as a theoretical study sustaining design RANULPH GLANVILLE
SYSTEM THINKING PER IL SERVICE DESIGN
FACING NEW CHALLENGES
Benjamin Brutton 
 The Stack: On software and sovereignty
Meeting rooms have become chat windows, store shelves become online debates, places are geotagged, organisational hierarchies become firewall access configurations, and so on. SYSTEM THINKING PER IL SERVICE DESIGN
FACING NEW CHALLENGES
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUT SERVICE DESIGN
Service Design
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUT SERVICE DESIGN
Service Design The activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve the interaction between service provider and customers. Service Design Network
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUTTHE FROM SERVICE USER DESIGN TO THE PLANET
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUTTHE FROM SERVICE USER DESIGN TO THE PLANET
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUTTHE FROM SERVICE USER DESIGN TO THE PLANET
SYSTEM THINKING PER IL SERVICE DESIGN
FROM THE USER TO THE PLANET
SYSTEM THINKING PER IL SERVICE DESIGN
FROM THE USER TO THE PLANET
SYSTEM THINKING PER IL SERVICE DESIGN
ABOUT SERVICE DESIGN
SYSTEM THINKING PER IL SERVICE DESIGN
FROM THE USER TO THE PLANET WORK SAFETY ECONOMY
HEALTH
CULTURE
HOUSING
TRANSPORT
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
We need more than human-centered design 
 to deal with future transformations ANAB JAIN
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
We need the ability
 to see the world as a big interconnected ecosystem in order to make it better LAYLA ACCAROGLU
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
We need to understand both short-term and longterm system problems 
 and our agency in it ALAN COOPER
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
SYSTEM THINKING PER IL SERVICE DESIGN
WHY SYSTEM THINKING
WE HAVE THE CHANCE 
 TO CHANGE DIRECTION
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING PRINCIPLES
01 A system is made of hard and soft components
HARD COMPONENTS
Dealing with machines and technical elements
SYSTEM THINKING PER IL SERVICE DESIGN
SOFT COMPONENTS
Dealing with the evolving 
 social complexity
SYSTEM THINKING PRINCIPLES
1.
2.
3.
ELEMENT
INTERCONNECTIONS
PURPOSE
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING PRINCIPLES
02 A system is always interconnected
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING PRINCIPLES
02 A system is always interconnected and dynamic
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING PRINCIPLES
03 A system is surrounded and influenced by other systems
SYSTEM THINKING PER IL SERVICE DESIGN
ENVIRONMENT
ABOUT SERVICE SYSTEM THINKING DESIGN PRINCIPLES
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING PRINCIPLES
INQUIRY
SINTHESIS
SYSTEM THINKING PER IL SERVICE DESIGN
ANALYSIS
MEET OBLO!
INQUIRY
DESIGN ETHNOGRAPHY
ANALYSIS
PARTICIPATORY DESIGN SYNTHESIS
SYSTEM THINKING PER IL SERVICE DESIGN
DATA VISUALISATION
OUR APPROACH
SYSTEM THINKING PER IL SERVICE DESIGN
OUR APPROACH
SYSTEM THINKING PER IL SERVICE DESIGN
PROJECT STORIES
How to design for the Conscious Choosers in the tech space? WITH MOZILLA
SYSTEM THINKING PER IL SERVICE DESIGN
THE CHALLENGE
5%
SYSTEM THINKING PER IL SERVICE DESIGN
14%
57%
THE PROCESS
SYSTEM THINKING PER IL SERVICE DESIGN
THE OUTCOMES
SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN 01 /
From static to dynamic personas Set potential end-states and work on the evolution and transformation of behaviours over time
SYSTEM THINKING PER IL SERVICE DESIGN
PROJECT STORIES
How to simplify 
 the citizen interaction with the Public Administration? WITH TEAM DIGITALE
SYSTEM THINKING PER IL SERVICE DESIGN
Versamento della tassa di soggiorno
THE PROCESS
COMUNE
Registrazione degli alloggiati QUESTURA
Dichiarazione dei flussi turistici REGIONE SYSTEM THINKING PER IL SERVICE DESIGN
THE PROCESS
SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN 02 /
From connections to system loops 
 Map the interconnections between all the roles involved as a giving/ receiving relationship
SYSTEM THINKING PER IL SERVICE DESIGN
PROJECT STORIES
How to design 
 a different fire response service for informal settlements? WITH FROG + AMERICAN RED CROSS
SYSTEM THINKING PER IL SERVICE DESIGN
THE CHALLENGE
SYSTEM THINKING PER IL SERVICE DESIGN
THE PROCESS
SYSTEM THINKING PER IL SERVICE DESIGN
THE OUTCOMES
SYSTEM THINKING PER IL SERVICE DESIGN
THE OUTCOMES
“Now I can go back to my people and teach them what I’ve learnt on fire prevention and response” J. FROM KHAYELITSHA
SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN 03 /
From project to process outcomes 
 Consider all the opportunities you have to generate value along the journey
SYSTEM THINKING PER IL SERVICE DESIGN
SYSTEM THINKING FOR SERVICE DESIGN
Evolving HumanCentered methodology to better embrace system thinking MORE THAN HUMAN-CENTRED DESIGM
SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN
SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN
Design 
 for your users SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN
Don’t miss any connection SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC SYSTEM THINKING PERSONAS FOR SERVICE DESIGN
Multiply your impact SYSTEM THINKING PER IL SERVICE DESIGN
DYNAMIC PERSONAS FEASIBLE?
SYSTEM THINKING PER IL SERVICE DESIGN
JOIN THE WORKSHOP
SYSTEM THINKING PER IL SERVICE DESIGN
TRY IT OUT!
SYSTEM THINKING PER IL SERVICE DESIGN
THANKS
www.oblo.design