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

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