Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
Summary
This will be an informal conversation between Alison Rand and Sarah Brooks. We discuss Sarah's experience applying service design and design research in both the public and private sector to create organizational change that delivers positive outcomes to people. We touch on questions of working at different scales, within different types of organizational structures and business models.
Key Insights
-
•
Design operations increasingly involves service design to scale impact across complex organizations.
-
•
Sarah's work at the VA showed design's role in transforming bureaucratic culture from compliance to people-centered care.
-
•
Scaling design impact requires support from both executive leadership and grassroots communities simultaneously.
-
•
Human-centered design must evolve toward life-centered design, considering ecological systems, not just humans.
-
•
Early digital tools, like the 2011 Pop Tech iPad app, integrated service design by connecting pre-event, event, and post-event experiences.
-
•
Large legacy organizations like IBM and the VA share similar challenges around legacy systems and cultural inertia.
-
•
Storytelling with qualitative data is critical to influencing change in government and large organizations.
-
•
Facilitation and convening people to collaborate often requires less structure than expected; just creating space is valuable.
-
•
The Presidential Innovation Fellowship acts as an entrepreneurial bridge between private and public sectors to drive civic design.
-
•
Experienced designers benefit from having a 'playbook' but must continuously adapt to new contexts and players.
Notable Quotes
"Design operations is really so much about service design."
"Hot Studio’s Maria is considered one of the founding members of design operations."
"Why would you do pro bono social impact work without a sustainable business model?"
"We did journey maps to understand how to connect digital and in-person experiences at Pop Tech."
"You need support from the top down, but that’s not enough; grassroots support is equally critical."
"We were changing people’s relationship with change in a rules-based government culture."
"Storytelling through evidence like videos and printed stories is incredibly valuable for making impact."
"There are still very few Chief Design Officer roles in government agencies."
"People often go along with an outcome if they feel like they were part of the process."
"I’m trying out life-centered design because we live in a biosphere, not just a human world."
Or choose a question:
More Videos
"Without shared organizational goals and customer-focused OKRs, democratization efforts fragment and fail to scale."
Jemma Ahmed Steve Carrod Chris Geison Dr. Shadi Janansefat Christopher NashDemocratization: Working with it, not against it [Advancing Research Community Workshop Series]
July 24, 2024
"Design systems are not just UI components but people and culture working together."
Nina JurcicThe Design System Rollercoaster: From Enabler and Bottleneck to Catalyst for Change
October 3, 2023
"When you have a success, measure time saved and reduction in bugs to build your internal business case for the system."
Nathan Curtis Nalini P. Kotamraju Jack Moffett Dawn ResselDiscussion
June 9, 2016
"Our KSPs don’t change yearly because they’re fundamental to the core business; changing them often would be very disruptive."
Saara Kamppari-Miller Nicole Bergstrom Shashi JainKey Metrics: Comparing Three Letter Acronym Metrics That Include the Word “Key”
November 13, 2024
"Don’t forget the critical change agent persona — adoption and success was determined by the admin or practitioner users."
Malini RaoLessons Learned from a 4-year Product Re-platforming Journey
June 9, 2021
"85% of people were leaving after just looking at one page on the old site—that was a huge problem."
Mackenzie Cockram Sara Branco Cunha Ian FranklinIntegrating Qualitative and Quantitative Research from Discovery to Live
December 16, 2022
"Sponsor sessions are not sales pitches but truly high-quality content that you won’t want to miss."
Bria AlexanderOpening Remarks
June 9, 2021
"Many product teams have never come face to face with their revenue numbers before."
Jackie HoLead Effectively While Preserving Team Autonomy with Growth Boards
January 8, 2024
"Design is about cultural imagination, not just problem solving."
Dan HillDesigning for the infrastructures of everyday life
June 4, 2024