Summary
During this insightful panel discussion, Dr. Luke Roberts, COO of High Five and expert in conflict resolution, Christian Basson, co-founder of the Transition Collective and an adjunct professor, and Dr. Amanda Woolley, a change consultant, delve into the nuances of service design and leadership. They reflect on the need to infuse humanity back into systems that can often feel dehumanizing, arguing for a foundational human-centered approach in design processes. Amanda Woolley emphasizes the importance of autonomy and social connectedness in motivation, while Christian Basson discusses the need for a broader view of leadership that considers the ecosystem of actors involved. Dr. Roberts offers a critical view on emergence in systems, noting the potential for both positive and negative outcomes. The discussion culminates in a recognition of the growing importance of interdisciplinary approaches and the ethical responsibilities designers have to challenge the status quo and engage with power dynamics in their work.
Key Insights
-
•
Emphasizing human-centered change is crucial to avoid dehumanizing systems.
-
•
Leadership in design should encompass both internal and external aspects, recognizing the wider network of actors.
-
•
Power dynamics must be understood and navigated effectively for impactful service design.
-
•
Emergence in systems can lead to both beneficial and harmful outcomes, making awareness essential.
-
•
Interdisciplinary collaboration enhances creative problem-solving and innovation in service design.
-
•
Autonomy, competence, and social connection are vital components of human motivation.
-
•
Designers should not just fix parts of a system but consider holistic improvements.
-
•
The importance of recognizing and questioning the underlying values in design processes cannot be overstated.
-
•
Engaging voices from marginalized groups can lead to more ethical design outcomes.
-
•
Creating a space for community and support is critical for those involved in service design.
Notable Quotes
"We need to make this humanizing from first principles."
"The technical infrastructure shapes the service quality."
"Humans generally want to do their best, given the right conditions."
"There's a tension between showing up humble but also confident."
"There's a power in removing your energy from things, not just giving energy to them."
"We must recognize the ethical responsibilities we have as designers."
"When it comes to the external aspects of leadership, how do we engage with the ecosystem?"
"What happens if we do nothing?"
"Design offers a soft power that can be utilized positively or negatively."
"We need to revisit the humanist roots of design in the current global climate."
More Videos
"We've layered in capabilities for design like impact assessments and accelerated resource planning."
Kate Koch Jean-Claire FitschenFlex Your Super Powers: When a Design Ops Team Scales to Power CX
September 29, 2021
"Customer experience is about the collection of interactions someone has with the brand."
Sarah WilliamsA Framework for CX Transformation
June 11, 2021
"Whoever dominates gaming is going to wield clout in every form of communication."
Dane DeSutter Natalie Gedeon Deborah Hendersen Cheryl PlatzBeyond the Console: The rise of the Gamer Experience and how gaming will impact UX Research across industries
May 17, 2024
"I cannot encourage you guys enough to check out the content in our sponsor sessions."
Bria AlexanderOpening Remarks
June 9, 2021
"Your relationships are one of your strongest tools you have in your tool belt."
Jackie AjouxLeveling-Up: A Single-Player’s Guide to the DesignOps Team-of-One
January 8, 2024
"You can use this to define who you are going to hire next."
Holly ColeUnderstanding Experiences: When you have to do more than work
November 8, 2018
"Giving designers access to users for research is not enough to make things cohesive."
Shawna Hein Kevin HoffmanCreate a Cohesive Civic Design Practice Across Agency, Vendors, and Contracts
November 17, 2022
"Safety is often taken for granted, leading to disengagement and diminished access to resources."
Mansi GuptaWomen-Centric Research: What, Why, How
March 29, 2023
"When you do things, you should also think about the ethics of your decisions."
Erin WeigelGet Your Whole Team Testing to Design for Impact
July 24, 2024
