Summary
While systems thinking is all hype, a superficial application may jeopardize the value of service design practice. This talk will highlight the hidden dangers of applying systems thinking, with examples of struggles from over a decade of practice experience. To support the ongoing evolution of service design, this talk will share strategies for adopting a systemic approach that amplifies, rather than erodes, the transformative potential of the practice.
Key Insights
-
•
Beware of the trap of the flat map which oversimplifies complex systems.
-
•
Focus on small-scale interventions that truly reflect systemic patterns.
-
•
Avoid the lure of system-level thinking that neglects local nuances.
-
•
Recognize that embracing plurality in systems allows for creativity and adaptation.
-
•
Reconsider the traditional project framework in favor of continuous inquiry and experimentation.
-
•
Crucially reflect on the internal dynamics within teams to avoid perpetuating systems of power.
-
•
Design tools must be critically examined for their embedded assumptions.
-
•
Systems shaping occurs not just at the macro level but through everyday interactions.
-
•
Be aware of the colonial tendencies that may persist even in embodied practices.
-
•
Service design should support diverse ways of shaping systems rather than imposing expertise.
Notable Quotes
"There's a tendency that once we've made this big mega map, we think we've captured it all."
"This view is not anywhere in the system. No one can see all of this."
"We have a tendency to always look outside and say these changes are needed."
"How we are at the small scale reflects the systemic patterns at the large scale."
"Any intervention is always in the small, we can work with our body as a system."
"We're creating a kind of paralysis through hyper complexity."
"Our projects are often boxed in, linear models that hinder deeper systemic exploration."
"We need to support people's many ways of shaping systems."
"We risk imposing one dominant way of designing over others."
"The shaping of systems happens through dialogue and everyday interactions."
More Videos
"If you decide that this process doesn't need identity verification, think about all the money you've just saved your organization."
Samuel ProulxInvisible barriers: Why accessible service design can’t be an afterthought
December 3, 2024
"Challenge yourself to open up to the possibilities of transformation."
Victor UdoewaTheme One Intro
March 27, 2023
"The basics of our operations should focus more on obtaining results that align with the overall company strategy."
Gonzalo GoyanesDesign ROI: Cover a Little, Get a Lot
September 8, 2022
"Designers are not all-powerful; other forces shape society too."
Alexandra SchmidtWhy Ethics Can't Save Tech
November 18, 2022
"We have to be relentless at saying no to avoid overcommitment."
Jose CoronadoFrom Zero to Hero
September 8, 2022
"Our processes and ways of working were completely flawed."
Pippa LomasPaving the Path for Neurodiversity in Design
October 4, 2023
"It’s important to build enthusiasm around climate solutions to inspire action."
Louis Rosenfeld Matt Jones Olga Khroustaleva Michael Leggett Karol MunozDo you want to work on climate? (Climate UX Discussion Series)
November 15, 2023
"A designer juggling multiple teams has to decide which two people am I going to piss off today."
Jeff GothelfThe Intersection of Lean and Design
January 10, 2019
"Design tools aren't people; be careful that your tools don't replace relationships that are necessary."
Dave GrayGroup Activity: Making Sense of DesignOps
November 7, 2017
