Talk given at playframe's meet-up "Designing the Organization" https://www.meetup.com/de-DE/designing-the-organization/events/255853397/ -> "Klara will take you behind the scenes of in-house service design in a tech-driven organization. In her PhD research, Klara also developed a framework of enabling factors for in-house service design, which you’ll get to experience in a short team exercise."

1. Service Design in-house
- what’s the difference?
Klara Lindner

2. THEORY
PRACTICE
Exercise
Lessons Learnt
In-house service design
Mobisol
Background
Framework

3. BACKGROUND
▸ 7 years at Mobisol
▸ PhD research on Service Design & the
Global South
▸ Research project to re-ini=ate sdn
German chapter

4. MOBISOL

5. MOBISOL

6. MOBISOL HISTORY

7. MOBISOL HISTORY
2011-2012 2013-2014 2015-2018

8. SERVICE DESIGN IN ACTION

9. SERVICE DESIGN IN ACTION

10. Now…

11. Service Design in-house
- what’s the difference?

12. Service Design in-house
- what’s the difference?
Not this
meet-up

13. Service Design in-house
- what’s the difference?

14. OPPORTUNITIES

15. OPPORTUNITIES
Influence what to
work on
Tackle crucial topics
Resources for actual
implementa=on

16. CHALLENGES

17. CHALLENGES
Ambigui=es &
sudden changes
Responsibility for
implementa=on
Might be the only
designer

18. 6 LESSONS LEARNT

19. 6 LESSONS LEARNT
Connect to
organiza=onal
values
Link your work to
others’ KPIs
>> mgmt buy-in
Be mindful of your
jargon
Provide vocab to
help people use an
SD mindset
Anchor department
where development
takes place
Run internal project
>> staff buy-in

20. Framework

21. 8 SIGNS OF IN-HOUSE
SERVICE DESIGN
Claim Appraisal
Design Target Methodology
Team Structure Collabora=on
Resources Evalua=on

22. LIVE: INNOVATION THEATER
EXERCISE

23. LIVE: INNOVATION THEATER
1. Take ~5mins as a team to find endings to the
phrase “Service design is about …”
2. Create
▸ How would you build
service design into
your organiza=on?
2. Analyze
▸ How well is your
organiza=on doing?
3. Twist and tweak the framework to fit your
understanding of in-house service design
EXERCISE

24. Klara Lindner
www.magic-invesOgaOons.com
All content part of “Designing services in
the Global South - Exploring the concept of
silent service design in the off-grid energy
sector”, PhD Disserta=on (forthcoming)

25. Service Design in-house - what’s the difference | Klara Lindner
PICTURE CREDITS
▸ Screenshot from the movie “Songs from the second floor”, Roy Andersson
▸ Mobisol GmbH, www.plugintheworld.com
▸ “Just your average night on State Street in Chicago” by Jake Blucker on Unsplash