System Thinking per il Service Design

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