From silos to services: innovation lessons from service design
Kate Tarling at UX Brighton 2023
About this talk
Large organisations were never designed for successful service delivery. Rooted in age-old structures built around internal functions, embracing a service led approach often goes against every fibre.
This talk is about what we can do to help our organisations deliver services that really work. Forget about creating separate innovation hubs or creative teams, this needs a radical change to how everyone designs, delivers, collaborates and decides.
And it starts by seeing things differently: our services, how they perform, and the value in improving them. This talk has practical examples and ideas that you can share and use in your organisations this week.
About Kate
Kate helps large organisation executives and leadership teams develop the conditions and practices for everyone to deliver better services by default.
She does this through consulting and training, and is an advisor to boards, executives and teams. She previously held senior service leadership roles in government as well as the private sector.
Kate is the author of The Service Organization and has spoken on service organisations as guest lecturer at Harvard University, University College London and the University of Toronto on executive education, MBA and MPA programmes, and is a regular speaker at global institutions and national governments.
Related reading
Books, research, ideas and people referenced in this talk.
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Projects and resources
- Peak Vision02:00The talk recalls a 2012 project with Peak Vision involving professional eye care.
- GOV.UK Service Manual00:52The talk discusses government service work and the need to understand how services work for people.
Concepts
- Understand users and their needs10:45The talk asks how well a service meets user needs and why a process can be unnecessarily complicated.
- The Double Diamond12:02The talk describes the Double Diamond as a tried and tested framework that can give service teams confidence.
- Service mapping10:02The talk refers to customer experience maps and service maps as ways to understand relationships and workflow.
