Our industry has become addicted to speed. We lack long-term thinking and deep reflection, yet many of the essential services in our lives – finance, mobility, communications, healthcare, welfare – are services that existed long before any of us were born and will be around long after we die. It’s a sobering an humbling thought and designing them requires care and humility. Now that designers are working in these spaces, it’s essential we avoid unintended consequences at an unprecedented social scale. Sprinting may be great during production, but nobody sprints a marathon without suffering terrible side-effects. This talk takes a stand against the sprinting metaphor and offers a different model for a more mindful, cadence in service design.
Service Design Days 2018 - Keynote Andy Polaine (Fjord)
1. Towards
mindful
service design
Design and Innovation from
Accenture Interactive
Andy Polaine
Group Design Director – Fjord Client Evolution
@apolaine @fjord
Service Design Days | Barcelona 2018
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Progress
30 years remaining
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Progress?
4. The speed cycle
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
(This is how it can feel to clients)
7. Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
Design outside
the lines
As the discipline of design broadens its horizons, new challenges
are arising. To continue making an impact, designers need to evolve
how they work, learn, and differentiate themselves.
Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Perhaps none of it matters.
Until it does.
Image source: https://9to5mac.com/2018/04/11/zuckerberg-testimony-reaction/
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
First World Problems
are actual problems.
And Kendall Jenner
can’t help us.
Image source: Georges Biard - Wikimedia
Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
10. The capability of technology is
always overestimated.
The difficulty of great design is
always underestimated.
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
11. Andy Polaine – Fjord – Designing for the long-term – Web Directions 2018
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Elegant simplicity in exponentially
complex ecosystems is hard.
Political, economic, social, technological ecosystem
Business ecosystem
Multi-channel service
Single touchpoint
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The long-term thinking of
landscape architecture
Image: Durkc - Wikimedia
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Designing to
think in
architecture
Image source: State Archives and Records of NSW
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
A deadly lack of
long-term thinking
Image: Durkc - @Natalie_Oxford
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Voyager
37 years on
Image: NASA/JPL-Caltech
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
An approach to
mindful service
design
Image: Andy Polaine
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: NASA/JPL-Caltech
01.
Design for
the future
you
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Tim Ross - Wikimedia
02.
Consider the
full context
of the
ecosystem
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Wikimedia
03.
Use both ego
and humility
in balance
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Fernando Frazão/Agência Brasil
04.
Go slow to
go fast later
21. “Sleep is extremely
important to me – I need to
rest and recover in order for
the training I do to be
absorbed by my body.”
Usain Bolt
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
Image: Fernando Frazão/Agência Brasil
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: John Seymour - The Complete Book of Self-Sufficiency
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: John Seymour - The Complete Book of Self-Sufficiency
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
The four
seasons of
design
Image: John Seymour - The Complete Book of Self-Sufficiency
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
SpringSynthesis
Concepting
Alpha
Beta
Pilots
Image: Wilfried Santer - Unsplash
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
SummerLaunch
Scale
Maintain
Observe
Enjoy
Image: Kekai Ahsam - Unsplash
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
AutumnHarvest
Reevaluate
Prune back
Repair
Stock up for winter
Image: Aaron Burden - Unsplash
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Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018
WinterStop
Recover
Take stock
Research
Dream
Get ready for Spring
Image: Andy Polaine
31. “Don’t just do
something.
Stand there!”
Martin Gabel
31Image: Fernando Frazão/Agência Brasil
Andy Polaine – Fjord – Towards a mindful service design – Service Design Days 2018