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KNIGHT MOVESS E R V I C E D E S I G N
Welcome to
INTERNET OF THINGS
AI & ROBOTICS
VR & AR
BLOCKCHAIN
EDUCATION
Already the 7th edition!
HUMAN-CENTRED ORGANISATIONS
We often hear that robots are taking over our jobs…
We see an opportunity to create more meaningful jobs
focused on skills that are unique to humans
EMPATHY
IMAGINATION & VISIONING
CREATIVITY
CURIOSITY
PROBLEM SOLVING
Skills unique for humans
…
Future jobs characteristics
COLLABORATION
FLEXIBILITY
CREATIVITY
LEARNING ABILITY
VALUE SEARCHING
…
How will we bring this skills transition into our jobs?
Which implications will this have for
employees, employers and organisations?
Welcome
Talks, Food & drinks
18:00
Round Table Session
Debate & podcast recording
The Final Act
Networking
19:30
20:00
20:...
JULIANNE COUGHLAN
S E R V I C E R E P U B L I C - C O R K C O U N T Y C O U N C I L
THe Future of work
- Transforming
through people!
Hello!I am Julianne Coughlan
I am a Service Design Manager at Cork County Council, Ireland
You can find me at servicerepubl...
A bit about
service republic
…...and cork
3
Centre for Service Innovation
URL of CSI | @twitterhandle or name
 
5
Timeline for Service design in Cork County Council
Service design is
an attitude
6
Find out what you want to change - research!
7
~ 70% Staff~ 70% Customers
Customers wanted...
-Better access to services
-Better communication
during the service process
-Online services
8
What is the “culture” of our
organisations that makes
change difficult?
9
Old Services and Hierarchies
10
People are
not the problem…
they are the answer!
11
Design
Services, technology, people don’t exist in isolation.
Service ecosystems are complex.
Remember people and how they...
13
Future trends -
learning from other sectors
PWC Global Digital Operations study 2018 -
Digital Champions
Create the conditions
for transformation
to happen
14
What support do people need to change things -
capacity and resources?
Where can obstacles to change be removed -
support ...
Don’t knock
digital lipstick!
16
Find your
innovation
trojan horse
17
www.yourcouncil.ie
18
Over 120 online services
More added all the time
81%Self-service online
> 50,000
service requests
19
Discover your
service rebels!
20
james
21
norma
22
Small
is powerful
23
Mark &
Cliff
24
Any change
drives more
25
● People transform - not technology
● Innovation is everywhere
● The trick is to recognise innovation and then
- Nurture i...
“Start with
what’s strong -
not with what’s wrong”
CormAC rUSSELL
27
A - asset
B - Based
C - Community
D - development
Check out Cormac Russell on Ted Talks
28
The future of work will be determined by:
● our ability to transform ourselves to thrive in an
ever changing environment
●...
THANKS!
Any questions?
You can find me at @servicerepublic & servicerepublic@corkcoco.ie
30
ELINE ERMENS
M C K I N S E Y D E S I G N
Humanizing 

the Future of Work
McKinsey & CompanyMcKinsey & Company
The robots are
already here
Humanizing the future of work !45
McKinsey & CompanyHumanizing the future of work !46McKinsey & Company
McKinsey & CompanyMcKinsey & Company
People are not
engaged at work
Humanizing the future of work !47
Source: Gallup
Europ...
McKinsey & CompanyHumanizing the future of work !48
We are wasting
human potential
McKinsey & Company
Source: Gallup
72%
N...
McKinsey & CompanyMcKinsey & Company
Shaping the future of work
Humanizing the future of work
Operationalize
2000
Digitize...
McKinsey & CompanyHumanizing the future of work !50
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !51
Humans are amazing
Critical thinking
Compassion
Crea...
McKinsey & CompanyMcKinsey & Company
Three barriers holding us
back from humanization
Humanizing the future of work !52
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !53
Barrier #1
Complacency silos
Stuck in silos with a l...
McKinsey & CompanyMcKinsey & Company
#1 - Complacency silos
Humanizing the future of work !54
Singapore
Government
From Si...
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !55
Greta
Thunberg
From Silos to Coalition
#1 - Complace...
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !56
Barrier #2
Humans as assets
Industrial and utilitari...
McKinsey & CompanyMcKinsey & Company
#2 - Humans as assets
Humanizing the future of work !57
Global Tech
Company
From Asse...
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !58
Barrier #3
Getting stuck
Skill needs keep evolving w...
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !59
Thanmay
Backshi
From Stuck to Flux
Self-taught Devel...
McKinsey & CompanyMcKinsey & Company
#3 - Getting stuck
Humanizing the future of work !60
Spotify
From Stuck to Flux
In or...
McKinsey & CompanyMcKinsey & Company
Three shifts to humanize the future of work
Humanizing the future of work !61
Silos
A...
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !62
Together, let’s create the future
we want to work and live in.
@eline_ermens
eline_ermens@mckinsey.com
THE FINAL ACT
#ARENALIVE
D R I N K S & N E T W O R K I N G
ARENA • The Future of Work
ARENA • The Future of Work
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ARENA • The Future of Work

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Presentations from Julianne Coughlan (Service rePublic - Cork County Council) & Eline Ermens (McKinsey Design) during the "ARENA - The Future of Work" event hosted by Knight Moves.

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ARENA • The Future of Work

  1. 1. KNIGHT MOVESS E R V I C E D E S I G N
  2. 2. Welcome to
  3. 3. INTERNET OF THINGS AI & ROBOTICS VR & AR BLOCKCHAIN EDUCATION Already the 7th edition! HUMAN-CENTRED ORGANISATIONS
  4. 4. We often hear that robots are taking over our jobs…
  5. 5. We see an opportunity to create more meaningful jobs focused on skills that are unique to humans
  6. 6. EMPATHY IMAGINATION & VISIONING CREATIVITY CURIOSITY PROBLEM SOLVING Skills unique for humans …
  7. 7. Future jobs characteristics COLLABORATION FLEXIBILITY CREATIVITY LEARNING ABILITY VALUE SEARCHING …
  8. 8. How will we bring this skills transition into our jobs?
  9. 9. Which implications will this have for employees, employers and organisations?
  10. 10. Welcome Talks, Food & drinks 18:00 Round Table Session Debate & podcast recording The Final Act Networking 19:30 20:00 20:30 21:00 Eline Ermens McKinsey Design Julianne Coughlan Service rePublic - Cork County Council
  11. 11. JULIANNE COUGHLAN S E R V I C E R E P U B L I C - C O R K C O U N T Y C O U N C I L
  12. 12. THe Future of work - Transforming through people!
  13. 13. Hello!I am Julianne Coughlan I am a Service Design Manager at Cork County Council, Ireland You can find me at servicerepublic@corkcoco.ie 2
  14. 14. A bit about service republic …...and cork 3
  15. 15. Centre for Service Innovation URL of CSI | @twitterhandle or name  
  16. 16. 5 Timeline for Service design in Cork County Council
  17. 17. Service design is an attitude 6
  18. 18. Find out what you want to change - research! 7 ~ 70% Staff~ 70% Customers
  19. 19. Customers wanted... -Better access to services -Better communication during the service process -Online services 8
  20. 20. What is the “culture” of our organisations that makes change difficult? 9
  21. 21. Old Services and Hierarchies 10
  22. 22. People are not the problem… they are the answer! 11
  23. 23. Design Services, technology, people don’t exist in isolation. Service ecosystems are complex. Remember people and how they interact with each other are at the heart of these systems. 12
  24. 24. 13 Future trends - learning from other sectors PWC Global Digital Operations study 2018 - Digital Champions
  25. 25. Create the conditions for transformation to happen 14
  26. 26. What support do people need to change things - capacity and resources? Where can obstacles to change be removed - support at the top? How can space be made for change to happen - experiment with new ideas? 15
  27. 27. Don’t knock digital lipstick! 16
  28. 28. Find your innovation trojan horse 17
  29. 29. www.yourcouncil.ie 18
  30. 30. Over 120 online services More added all the time 81%Self-service online > 50,000 service requests 19
  31. 31. Discover your service rebels! 20
  32. 32. james 21
  33. 33. norma 22
  34. 34. Small is powerful 23
  35. 35. Mark & Cliff 24
  36. 36. Any change drives more 25
  37. 37. ● People transform - not technology ● Innovation is everywhere ● The trick is to recognise innovation and then - Nurture it - Find a way to connect it - Enable it to be copied or expanded - Show the impact of what it does 26
  38. 38. “Start with what’s strong - not with what’s wrong” CormAC rUSSELL 27
  39. 39. A - asset B - Based C - Community D - development Check out Cormac Russell on Ted Talks 28
  40. 40. The future of work will be determined by: ● our ability to transform ourselves to thrive in an ever changing environment ● to recognise and integrate innovation when it happens ● to build relationships and empathy as part of how we work, understanding that sometimes, it’s more important to enable than deliver 29
  41. 41. THANKS! Any questions? You can find me at @servicerepublic & servicerepublic@corkcoco.ie 30
  42. 42. ELINE ERMENS M C K I N S E Y D E S I G N
  43. 43. Humanizing 
 the Future of Work
  44. 44. McKinsey & CompanyMcKinsey & Company The robots are already here Humanizing the future of work !45
  45. 45. McKinsey & CompanyHumanizing the future of work !46McKinsey & Company
  46. 46. McKinsey & CompanyMcKinsey & Company People are not engaged at work Humanizing the future of work !47 Source: Gallup Europe Africa Asia America 86% 64% 65% 68% The real problem
  47. 47. McKinsey & CompanyHumanizing the future of work !48 We are wasting human potential McKinsey & Company Source: Gallup 72% Not engaged at work 25% Productivity lost ~
  48. 48. McKinsey & CompanyMcKinsey & Company Shaping the future of work Humanizing the future of work Operationalize 2000 Digitize 2015 Humanize 2025 !49 Shaping the future of work
  49. 49. McKinsey & CompanyHumanizing the future of work !50
  50. 50. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !51 Humans are amazing Critical thinking Compassion Creativity Our competitive advantage is our humanity
  51. 51. McKinsey & CompanyMcKinsey & Company Three barriers holding us back from humanization Humanizing the future of work !52
  52. 52. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !53 Barrier #1 Complacency silos Stuck in silos with a lack of urgency where business 
 seems still ‘good enough’ not to change.
  53. 53. McKinsey & CompanyMcKinsey & Company #1 - Complacency silos Humanizing the future of work !54 Singapore Government From Silos to Coalition
  54. 54. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !55 Greta Thunberg From Silos to Coalition #1 - Complacency silos
  55. 55. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !56 Barrier #2 Humans as assets Industrial and utilitarian view of workforce as assets
 creates disconnect with employee needs.
  56. 56. McKinsey & CompanyMcKinsey & Company #2 - Humans as assets Humanizing the future of work !57 Global Tech Company From Assets to Potential
  57. 57. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !58 Barrier #3 Getting stuck Skill needs keep evolving which creates anxiety and confusion. Many good initiatives don’t deliver due to lack of focus and agility.
  58. 58. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !59 Thanmay Backshi From Stuck to Flux Self-taught Developer TED & Keynote speaker AI Expert Honorary IBM Cloud Advisor Author #3 - Getting stuck
  59. 59. McKinsey & CompanyMcKinsey & Company #3 - Getting stuck Humanizing the future of work !60 Spotify From Stuck to Flux In order to stay ahead, we need to learn faster than the world is changing 
 - Spotify “ ”
  60. 60. McKinsey & CompanyMcKinsey & Company Three shifts to humanize the future of work Humanizing the future of work !61 Silos Assets Stuck Create a shared purpose and alignment Coalition Potential Understand what matters to employees Flux Constantly be brave to learn and grow
  61. 61. McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !62
  62. 62. Together, let’s create the future we want to work and live in. @eline_ermens eline_ermens@mckinsey.com
  63. 63. THE FINAL ACT #ARENALIVE D R I N K S & N E T W O R K I N G

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