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Summary
This will be an informal conversation between Alison Rand and Sarah Brooks. We discuss Sarah's experience applying service design and design research in both the public and private sector to create organizational change that delivers positive outcomes to people. We touch on questions of working at different scales, within different types of organizational structures and business models.
Key Insights
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Scaling impact in service design requires both top-down and grassroots support.
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Community building is essential to overcoming organizational silos and resistance.
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Successful service design requires understanding and adapting to the unique context of each organization.
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Human-centered design practices must evolve towards a life-centered design approach to address broader systemic issues.
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Vulnerability and authenticity in leadership foster collaboration and innovation.
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Empathy must be actively supported within organizational cultures, especially after the pandemic.
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Storytelling and shared experiences can bridge gaps in understanding and facilitate change.
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Designers should adopt a mindset of curiosity and openness rather than a need to have all the answers.
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Government work offers unique challenges and opportunities that can drive innovative design solutions.
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Convene diverse stakeholders with respect and a focus on deep listening to create effective processes.
Notable Quotes
"I think the work that I could have done that prepared me for working at IBM was in government."
"You need support from the top down and grassroots will and interest and community building."
"Culture changes really slow and you have to have a super long view."
"There's a rich ecosystem of opportunities to plug into in government."
"Human-centered design is not just about humans, it's about our biosphere, which is collapsing."
"People often go along with the outcome if they feel like they were part of the process."
"It takes very little to stir the drinks and get people speaking with one another."
"We should be listening and not posturing, being informal and truly human in our engagements."
"We need to celebrate those quietly doing heroic work in the right direction."
"COVID has allowed us to be more vulnerable with one another at work."
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