Tuesday 4th October, 2016
8:30am to 5:00pm
Do you play a design, engineering, quality, or operations role in a large enterprise? Have you ever felt like it’s incredibly hard to deliver quality value to your customers or end-users? Maybe you work on a team that describes what they do as providing a “service”? Would you like to help your team collaboratively create a more holistic view of the systems they are working in so that you can apply some of the methods, mindsets, and processes from Agile, Lean, or Design Thinking? Come learn how!
PraxisFlow coaches have been using a combination of principles-based processes and methods including ITIL Service Design, Social Practice Persons, Service Blueprints, and Wardley Maps to engage enterprise functions in Design Thinking and Service Design to create a better flow of value to business end-users. Our complexity-informed Service Design proposes that teams reimagine the systems they build and work within as complete sociotechnical systems. Systems that deliver value to users require the orchestrated interaction of humans and technology to deliver that value. Service Design equips designers and engineers with new tools, theory and praxis, to engage in productive discussions with operations (DesignOps anyone?) and management.
This session will focus on how to use a variety of tools including Social Practice Persons (created by PraxisFlow), Service Blueprints, and Wardley Maps (Value-Chain Maps) together in order to view systems from a holistic sociotechnical service perspective.
At PraxisFlow, we have learned by working with very large enterprises, that not all innovation efforts are worth the investments required as you scan across your portfolio. Exploring the intersections and interactions between these tools, teams can determine the best components of the value-chain to focus the appropriate design approaches (Design Thinking/LeanUX FTW!). The result is innovation efforts that hit with the most impact.
This session is delivered as a fast-paced workshop. You’ll learn first with your hands and your friends, then we’ll briefly explore theory and leave you with plenty of pointers for further practice, reading, and research opportunities.
*We’ll introduce the theory and method of building Social Practice Personas for identifying the skills, materials, artifacts, and meanings of interactions in complex socio-technical systems leveraged by knowledge workers to create new value streams.
*We’ll explore how Service Blue Prints can reveal the way user needs interact with the people and technologies in your organization from front-stage to back-office down to infrastructure and supporting dependent systems. We’ll explore questions like, “What does the customer need and see?” “What does the service organization do in response?” “What are the jobs-to-be-done?”
*You’ll learn how Wardley Maps help capture value-chains that show the interrelationships between user needs, technology adoption and sociotechnical practices and how service organizations can make strategic trade-off decisions in the delivery of end-user value.
*Finally, we’ll show how to manage the entire life-cycle of services across the whole service catalogue using Program and Portfolio Kanban systems aligned through Strategy Deployment.
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