Talk | Service Design is Everybody's Business What if service design was everybody’s business and not only that of formally trained designers? Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.

1. Service Design is
Everybody's Business
Aubrey Kraft
Kaiser Permanente
@designatkp

2. what if
service design was
everybody’s business?

6. 22,914 59,127 218,853 701 39
Physicians Nurses Staff Medical Offices Hospitals
12.3 MILLION COUNT ON US

7. 7
The Business
Value of Design
October 2018

8. 8TheBusiness
ValueofDesign
October2018
“Design-led companies had
32% more revenue and
56% higher total returns to
shareholders compared
with other companies.”

9. 9TheBusiness
ValueofDesign
October2018
“Design-led companies had
32% more revenue and
56% higher total returns to
shareholders compared
with other companies.”
“Top companies make user-
centric design everyone’s
responsibility, and they
continually break down silos
to integrate designers with
other functions.”

10. sustainequipconnect build

11. 1700 100trained projects completed

12. 3500+reached

13. connect
OurStrategy

14. connect
OurStrategy
build

15. connect
OurStrategy
build equip

16. connect
OurStrategy
build equip sustain

17. align to business
impact
connect

18. leverage what
exists
mindsets &
methods matter
accessible &
flexible
build

19. leverage what
exists
mindsets &
methods matter
accessible &
flexible
build
HCD@KP

20. leverage what
exists
mindsets &
methods matter
accessible &
flexible
build
Service
design
Care
experience
Clinical
quality
Agile/
Lean
better outcomes

21. COLLABORATE
RADICALLY
BE BOLD: BIAS
TO
W
ARD
ACTION
MAKEITSAFE
TO
SHARE IDEAS FLARE BEFO
R
E
YO
U
FOCUS
UNDERSTAND
customers needs
REFRAME
opportunities
BUILD & TEST
prototypes
IMAGINE
new possibilities
CoDESIGN
leverage what
exists
mindsets &
methods matter
accessible &
flexible
build

22. leverage what
exists
mindsets &
methods matter
accessible &
flexible
CoDESIGN
Human-Centered Design @ KP
RECIPE CARD
build

23. equip
intentional
spread
treat it as a
discipline
teach it to
everyone

24. equip
intentional
spread
treat it as a
discipline
teach it to
everyone

25. equip
intentional
spread
treat it as a
discipline
teach it to
everyone

26. equip
intentional
spread
treat it as a
discipline
teach it to
everyone
Medical Education • Technology Experience • Pharmacy
Mental Health • Workforce of the Future • Diabetes
Workplace Inclusivity • Licensing and Credentialing
Employee Experience • Benefits • Discharge
Breast Feeding • Dementia • Telehealth • Safety
Culture Change • Healthy Lifestyle • Maternity Care

27. sustain
plan for scale

28. sustain
plan for scale

29. what if
service design was
everybody’s business?

30. x
service design is
everybody’s business

31. service design is everybody’s business

32. thank you!

33. thank you!
Aubrey Kraft
SeniorServiceDesigner| KaiserPermanente
linkedin.com/in/aubreykraft|www.kpdesignconsultancy.org|@designatkp
https://www.kpdesignconsultancy.org/resources