Pivoting into strategic design: how to see the cascading impacts of service design on organisational strategy
City of Toronto
16 Sep 16:00 — 17:00
About the session
Service design is traditionally concerned with working to improve the quality and user interaction aspects of service delivery.
In recent years, there has been a growing understanding that while this form of design delivers improvements, deeper and lasting impact occurs when there is strategic engagement at the organisational-leadership level. These impacts can be unlocked through strategic design.
In this session, we will explore a municipal government service digitisation case study from Toronto, Canada that transitioned itself from an interaction only service design framing into a more holistic strategic design framing.
Understanding of the role of service design tools in the context of strategic design at the organisational level
Seeing how a holistic and deeper approach to user insights helps to tease out the cascading strategic implications for a project Understanding of the innovative blending of service and strategic tools that ThinkFresh Group deployed for the C2K project
A list of core insights generated from the case study and the Q & A/Discussion
This session will be:
Has a participant number cap: No
Includes: Discussion, sharing your own stories of strategic service design interventions
Themes: Strategy, Leadership, Deep User Research, Management, Innovation, Organisational Design