blended design teams: from clients and consultants to co-workers

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 à design leadership

outputs!outcomes vs

Digital

Retail

Self Service

Capability

Senior leadership

Yammer

Change

Marketing

Digital

Retail

Self Service

Capability

NAB Care

Commercial Cards

Innovation

Marketing

Senior leadership

Next Gen

Verification

Compliance training

Intranet

Business Bank

Out of the box

Yammer

Yammer

role of artefacts

As 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?

design itself does not solve problems

inform solutions not always provide them

there is no end point to design

avoid fetishisation of 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…

General information only This  presenta,on  contains  general  informa,on  only,  and  none  of  Deloi7e  Touche  Tohmatsu  Limited,  its  member  firms,  or  their  related  en,,es  (collec,vely  the  “Deloi7e  Network”)  is,  by  means  of  this  presenta,on  ,  rendering  professional  advice  or  services.    

Before  making  any  decision  or  taking  any  ac,on  that  may  affect  your  finances  or  your  business,  you  should  consult  a  qualified  professional  adviser.  No  en,ty  in  the  Deloi7e  Network  shall  be  responsible  for  any  loss  whatsoever  sustained  by  any  person  who  relies  on  this  presenta,on.  

About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/au/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms.

Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte brings world-class capabilities and deep local expertise to help clients succeed wherever they operate. Deloitte's approximately 170,000 professionals are committed to becoming the standard of excellence.

About Deloitte Australia In Australia, the member firm is the Australian partnership of Deloitte Touche Tohmatsu. As one of Australia’s leading professional services firms. Deloitte Touche Tohmatsu and its affiliates provide audit, tax, consulting, and financial advisory services through approximately 5,700 people across the country. Focused on the creation of value and growth, and known as an employer of choice for innovative human resources programs, we are dedicated to helping our clients and our people excel. For more information, please visit our web site at www.deloitte.com.au.

Liability limited by a scheme approved under Professional Standards Legislation.

Member of Deloitte Touche Tohmatsu Limited

© 2012 Deloitte Touche Tohmatsu. All rights reserved.