Presented with Harriet Wakelam and Owen Hodda at Service Design 2012, hosted by UX Australia at The Windsor Hotel, Melbourne, 4 May 2012.

1. blended design teams:!
from clients and consultants !
to co-workers
Harriet Wakelam
| @hwakelam
| NAB
Owen Hodda @owenhodda
| Deloitte
|
Zaana Howard @zaana
|
| QUT

2. role of design !
in organisations is
growing
“The customer is increasingly buying a set of
ongoing relations and interactions through
which service will be rendered”
Cefkin 2006

4. mission:
a new retail
store design

5. brief:
“test all the
things and tell
us if they work”

6. what is a
blended
design team?

7. why
blended design !
teams?

8. how
the &!
what
the !
of it all

10. shared à design
leadership

11. outputs!
vs
outcomes

12. Digital
Digital
Yammer
Retail Retail
Senior leadership
Self Service
Self Service Next Gen
Capability
Verification
Capability
NAB Care
Business Bank
Senior
leadership Commercial Cards
Compliance training
Yammer Innovation
Intranet
Change Marketing
Out of the box
Yammer
Marketing

13. role of
artefacts
As the role of design grows and diversifies, we need to be able to
deliver timely commercial insight, whilst still being on the lookout for
those “’crystallising’ moments: observations, ideas, connections,
which are not complete in themselves, but which catalyse a well and
richly prepared ground into a completely different way of seeing the
world”
Bezaitis, M & Robinson R 2011

14. what’s
changed?

16. design itself
does not
solve problems

17. inform
solutions not always
provide them

18. no
there is
end point
to design

19. avoid
fetishisation
of design deliverables

20. a blended design team is
not just
designers

22. service design is about
‘all the things’
all the time

23. questions?
Harriet Wakelam | @hwakelam
Owen Hodda | @ohodda
Zaana Howard | @zaana

24. with thanks to…..
Jess Ukotic | Cong Cao | Matt Sale | Peter
Holmes | Louise Long | Anthony Waldron | Lev
Orosz | Mandy Chambers | Warren and
Mahoney | Jacqui Gill | Kerryn Eastwood | Scott
Tim West | Mel Hambarsoomian | Chris Wilson
| Robert Lee | Chris Smith | the staff of the
Docklands store | NAB volunteers + customers |
and many many more…

25. General information only
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