DesignOps Global Conference 2019

The DesignOps Global Conference is for designers, developers, practitioners, product managers, service innovators and business leaders that are defining the way we design and develop new products and services.

I’m thrilled to be the producer and co-ordinator of this exciting new global conference. Join us Manchester on May 30th & 31st in Manchester . The theme for this year is:

‘Agile and Beyond – New Frontiers in Design’

Learn from the world’s leading designers and developers how they are tranforming global businesses and creating new products and services using DesignOps, ResearchOps, ContentOps, and DevOps and the EnterpriseOps model.

Design has never been so impactful, relevant and important in the delivery of great experiences, new products, innovative services and disruptive business models. We are seeing the emergence of new ways of operationalising design by systemising practices and using toolchains to collaborate across platforms while working at speed and scale within a ‘one-team’ culture to deliver transformation through agility.

This conference serves as a platform to share new ideas, practices, approaches and identify the important issues facing designers, developers and business leaders working at the cutting edge of digital innovation.

Speakers

DOUG POWELL, VP of IBM Design

SHELLEY EVENSON, Managing Director of Organizational Evolution at Fjord

DAVID MALOUF, Thought Leader, Consultant, Writer and Coach

SAMIR DASH, Author of ‘The DesignOps Enterprise’

HAMMAD KHAN, Head of EY-Seren in AIM

MARY COOK, Design Director at FutureGov

MARTIN DOWSON, Director of Design Systems

MATT GOTTSCHALK & BEN FRANCK, DesignOps Managers at Centrica

MARCELA OSPINA SALCEDO, Service Design Lead

RAMIN JAVANMARDY, Head of DesignOps at Sopra Banking Software

Website: Https://www.designops-conference.com

Speakers page: Https://www.designops-conference.com/speakers

Early Bird 2 day passes available now! You’ll find the link futher down the page.

The themes for this year’s DesignOps Global Conference are:

Day 1 | May 30th, 2019

DesignOps and the impact of design

How can DesignOps be applied to help product and design teams to scale with more efficiency? How does DesignOps support better internal work flows, facilitate agile ways of working, increase adaptability and streamline processes? How does DesignOps help organisations to manage all aspects of transforming their products and services from research to UX design to visual design and content in a way that is scaleable, fast, and robust across digital platforms and complex service ecosystems?

Collaborating at speed and scale

How does DesignOps help teams connect and contribute to product innovation and deliver delightful experiences to the end-user? How do teams in ResearchOps, DesignOps, DevOps and ContentOps work together to measure success, impacts and deliver value? What toolchains can we use that dovetail seamlessly to increase flow and deliver efficiency? How do we codify outputs in the design process and apply the principles of DesignOps within diverse sectors and across different sizes of organisation?

Day 2 | May 31st, 2019

Developing new cultures – changing organisations

Why does culture matter in the DesignOps driven organization? How do we change behaviours, work practices and the way we design and collaborate? What new roles are emerging and how does the designer, product owner, business analyst and the business stakeholders work together in new ways, using new practices, methods and playbooks?

DesignOps in the era of AI and cognitive computing

How are different organizations leveraging people-to-machine and machine-to-machine interactions using autonomous systems to design and create new products and services? How do companies need to change their design practices and development processes in the era of cognitive computing and what roles will DesignOps play?

Please note that we do not have a refund policy, but please reach out to me on peter.fossick@DesignOps-Conference.com should you need to transfer a pass.

Service Design Bootcamp in Dublin with DI

In this intense course you can learn a common understanding of service design and how it can be applied by teams to solve complex challenges in the design and development of innovative services. This workshop is an active and participatory introduction to the language, tools, practices and core principles of Service Design.

Why do this course

We teach the core concepts of service design, collaborative practices and 12 tried-and-tested tools/activities. We’ll teach you how to undertake work with stakeholders, undertake service safaris, identify painpoints in services and how systems and process can be optimised, mapped and then how to commnicate service concepts. This course will give you an introduction and basic working knowledge of how service design can be applied in your day-to-day job and in projects that demand teams unleash their expertise by working collaboratively to deal with service design challenges.

Keynote at ICEEFEST 2018 – Designing Services using DesOps for Industrial Revolution 4.0

 

Design as a practice is undergoing significant change within the product-service continuum. Seismic shits in the era of cognitive commuting that includes Artificial Intelligence, Machine Learning, IoT, IoE and 5G networks, means that we have to deal with increasing complexity as Industrial Revolution 4.0 disrupts every sector transforming all manner of products and services.  The growing and dominant role of Agile Development methodologies and the need to collaborate at speed, has precipitated the emergence of Design Operations (DesOps) as means to integrate service design and user experience design within the lean organisation using Agile Development.

Agile Development is an umbrella term for several iterative and incremental software development methodologies. The most popular agile methodologies include Extreme Programming (XP), Scrum, Crystal, Dynamic Systems Development Method (DSDM), Lean Development, and Feature-Driven Development (FDD) where the emphasis on building and releasing code, features and products. Alongside the emergence of Agile Development has been the adoption of Design Thinking and User Centred Design to design and develop products and services that are both usability and intuitive to use. 

Service Design is set of principles and practices of design that is being adopted by a wide range of sectors as way to deal with complexity when transforming organisations and their offerings. Service design has its origins in banking and financials services and it has now matured into an approach that enables teams to look at complex and interconnected ecosystems consisting of people, places, touchpoints, communications, interactions, processes and systems, and the challenges of transforming and delivering services that result in engaging user experiences to both customers and employees. 

Service design along with other design practices are becoming operationalised so that designers can fully integrated within multi-disciplinary teams using Agile Development methods. The operationalisation of design is referred to as Design Operations or DesignOps or DesOps, and it has emerged as a new paradigm in design practice and project management using a systemised set of design practices and activities to work alongside and dovetail with DevOps (Development Operations) and BizOps (Business Operations).

This paper will explore the principles and practices of DesOps in Service Design, in the design of products and services, and how design activities, processes and toolchains are operationalised to enable designers to integrate and work in a core team (Scrum Team or Tribe) using Agile Development methods. This paper will assert that DesOps requires a systemic change to the way design is used in the development of new products and services in a workflow that is highly collaborative, fast, and lean, to support agile transformation at speed.

Service Design using Design Operations (DesOps) can applied to the design of products and services to create innovative and breakthrough businesses that are capable of generating experience equity and service equity.  This paper explore that principles and practice of Service Design and DesOps and how it changing design practice. This presentation will show how DesOps can be applied to deliver impactful transformation, improve design capability and capacity while working at speed to significantly reduce the time to market of innovative and user-centric products and services.

The world’s businesses, organisations and public services are undergoing seismic changing in the way they operate and deliver value as they transform to become digital first organisations. They are undergoing radial transformation and a period of unprecedented technology change that demands agility, speed and new ways to work together.  As a result there is now a new and emergent field of Design Operations (DesignOps or DesOps) that is part of a new approach to design called Design 4.0. Design 4.0 is a way for organisations to design in Industry 4.0.

Opening Keynote Speaker at BelTech 2018

Digital design as a practice is undergoing change within the product-service continuum in the outcome economy. Seismic shifts in the era of cognitive commuting that includes AI, machine learning, IoT, IoE and born-in-the-cloud apps means that we have to deal with increasing complexity as the Industrial Revolution 4.0 disrupts every sector, transforming all manner of services and the products we use.

The increasingly dominant role of agile methodologies and the need to collaborate as we deliver outcomes at speed has precipitated the emergence of design operations (DesOps). DesOps is a way of systemising design practices and using a new and distinct set of approaches and activities to work alongside and dovetail with DevOps (development operations) and BizOps (business operations).

DesOps, in the design of products and services, is concerned with the operationalisation of service, UX and UI design practices where designers work in a core team (or tribe) to share research, apply data insights and then formulate and test hypothesis-driven design (HDD).

HDD is used to set goals based on a target state and deliver outcomes (rather than outputs) in an iterative and agile approach of ‘design, build, test and measure’. DesOps requires a systemic change to the way design is used in the development of new services in a workflow that is highly collaborative, fast and lean to support transformation at speed and with agility.

This presentation will look at the principles, practices and value of service design using DesOps and how this can applied to the design of products and services. It will explore how service design and DesOps as a philosophy and practice is changing the tools and activities used by designers within core teams using agile approaches.

I will draw upon examples from across a range of sectors and focus on project work undertaken within financial services. This session will show how DesOps can be applied to deliver impactful transformation, improve design capability and capacity while working at speed to significantly reduce the time to market of innovative and user-centric products and services.

About the Speaker

Peter Fossick is a seasoned design director specialising in service design, UX design and disruptive innovation using a range of approaches to deliver disruptive omni-channel and customer-centric experiences within the service-product continuum for the Outcome Economy.

Peter has worked across diverse sectors with top tier global corporations and start-ups in the USA, Europe, the Middle East and North Africa, China and Australia.

His project and client experience includes: AMP, Schroders-Cazenove, GM, Fairfax Media, IBM, Lloyds Banking Group, The Saudi Ministry of Health, Standard Chartered Bank, WilliamHill Online and many more.

With a proven track record in successful boot-strapping and scaling start-ups at speed, Peter is an angel investor in several companies in the USA and UK. He has established Argo Investments to invest in start-ups.

As an academic, Peter has established the IXSD Academy and he developed the first BFA & MFA in service design in the USA, as well as groundbreaking undergraduate and postgraduate curricula in design thinking, HCD, product design, UX design and interaction design as well as in innovation and design management in the UK, USA and SE Asia.

 Peter_Fossick

UXIstanbul

I was thrilled to be invited to UXIstanbul and deliver a keynote on digital transformation using Service Design.

This presentation discussed new approaches in designing and innovating to deliver transformation that supports businesses working at speed as they drive to disruptive innovation in a range of sectors including Banking, Financial Services, Transport Utilities and Defence as we move swiftly into the era of cognitive computing and Industry 4.0

The presentation outlined and explained strategic, tactical and practical approaches to innovating at speed using Service Design and UX in an approach I’ve termed Design 4.0; a holistic design approach that utilizes a range of practices, processes and tool that help us collaborate radically within organisations to deliver digital transformation and disruption in the era of cognitive computing and Industry 4.0.

I discussed service design, agility and the emergent field of design operations (DesOps) and how they are part Design 4.0. in industry 4.0. Design 4.0 marries BizOps, DevOps and the emerging field of Design Operations (or DesOps) to support design in Industry 4.0 and importantly Design 4.0 features semi-autonomous and fully autonomous computer systems (machines) that assist in design. Design 4.0 as a term has been used in different ways to describe design that is focused on social innovation (GK Van Patter, 2009), but my definition extends its definition to align it with tasks and activities relating to design and in Industry 4.0.

Robotics, artificial intelligence and other cutting-edge technologies can deliver huge benefits where  Government and industry co-operate and in Britain may be able to create 175,000 new manufacturing jobs and generate an extra £455bn if the UK takes full advantage of a “fourth industrial revolution” based on robotics, artificial intelligence and other cutting-edge technologies. That’s the conclusion of a new Government-commissioned report by a group representing some of the UK’s top companies, led by Siemens UK and Ireland boss, Professor Juergen Maier.

Service, experience, interaction and visual design as a set of practices offer strategic and tactical approaches to designing products and services that are proving highly effective in a world that is undergoing a digital transformation. Coupled with Design Thinking and Human Centred Design they have utilised contextual and participatory work with users, actors and customers as part of a participatory design process to gather both qualitative and quantitative data undertaken in an iterative and phased process. Essentially they are analogue in nature and are both people and time intensive.

However, increasingly design is informed with data-derived insights using advancing data collection techniques and processed using increasingly ubiquitous machine learning and cognitive computing applications. A traditional phased design model or lean approach is not always fast enough or efficient in an agile world where bespoke services and user experiences can be configured in an instant to match a users preferences, behaviours and location and their unique circumstances.

Design 1.0 was paper and pen, using physical tools like a ruler featuring a human agent. Design 2.0 was computer assisted design (CAD) featuring applications driven by a human agent. Design 3.0 is assisted design using CAD apps where knowledge based systems learn from the human actor. Design 4.0 is fully autonomous or semi autonomous design that may or may not involved a human actor (a designer, developer or product owner).

For companies to compete in the Outcome Economy as a part of Industry 4.0 that features IoT, machine learning, autonomous systems and cognitive computing requires a new model that I have termed Design 4.0. Design 4.0 comprises of semi-autonomous agile approach that will increasingly feature machine intelligence and a data informed driven strategy that features data garnered using people-to-people, people-to-machine and machine-to-machine interactions. More on this in the coming weeks and months!

Traditional design models are failing…

As a Service Designer specialising in UX and Digital Design I have developed a number of frustrations with traditional customer-centric design methods that use a phased approached.

For the past couple of years I have been leading design teams in London, the UAE and recently in Sydney where I was involved in transformational and strategic design projects with a focus on delivering disruptive solutions for large corporations. Often I have found myself working with teams of very smart and talented people that were unable to deliver efficiently or deliver disruptive innovation.

Without a rigorous and sophisticated approach to design that incorporates HCD and DT that is lean and agile, businesses have no means of gaining and sustaining a competitive advantage by creating engaging customer experiences that are timely. Interestingly just 29% of companies surveyed by Forrester in a recent study, follow any formal design process – let alone an agile design process.

Having a customer centred design ethos is not enough. It’s about delivering meaningful experiences and innovative services that are loved by the user that are relevant, affordable, and usable. But importantly these services must be in the market place and ready to scale before incumbents or a start-up have even thought of doing what you have created. 

To achieve this companies need a design model that has the customer continually engaged in ‘conversations’. The organisation has to have the means to focus design based on listening, interpreting and responding in a proactive and anticipatory way. Service and experience design methods must be strategic and practical and based on contextual and participatory work with customers who are part of an established constituency and drawn from new constituencies. Co-design with users has to be undertaken in a continually iterative fast-paced process of discovery, definition, design, development, testing and adaption.

A few years ago I found that traditional double-diamond phased design models are no longer sustainable or efficient in an agile world.

I found that the momentum of design and development had become so complex and fast paced that the traditional skills and labour intensive processes that produced graphic assets were no longer relevant or sustainable. These beautiful but overly complex assets; experience maps, storyboards, wireframes and WOW diagrams, were no longer perceived as having a cache or currency because they were not delivering real value. They have, by enlarge, become irrelevant.

For companies to compete with agile innovation they will increasingly have to adopt a lean UX design model that works with constituencies. This will enable companies to strategically integrate design into their businesses, as well as their culture, behaviours, activities, and values.

A lean UX design process is based around agile methodologies and incorporates insight driven strategic design in an iterative design and innovation solution model that is called WAgile.

WAgile takes the best and most effective features of a phased Waterfall approach (based on a double diamond model) and Agile (based on work-streams and sprints) and features HCD at is core to drive insight based innovation that engages with customer’s and users in a co-design process.

To find out more about Lean UX, its methods and tools please email me. 

Service Design in the Era of Cognitive Computing

I recently had the privilege to speak at the Service Design Global Conference 2017 in Madrid.
While at IBM I worked with colleagues to evolve approaches to Service Design that shift our thinking and innovation activities away from products to ecosystems and outcomes.

This presentation explains the approaches, the strategy and practices we are using to design in the age of cognitive computing working with the world’s largest and most successful corporations.

IBM is applying Service Design methods and practices to help us deal with complex transformation challenges across large organisations to enable us to innovate at speed and scale with our clients.

Using an approach we call Service Design 4.0, IBM uses Playbooks, methods and practices that coalesce to help us radically collaborate within teams and with clients to deliver transformation within the disruptive paradigm of Industry 4.0.

See the video here https://youtu.be/T4w1tYKZ4No

Peter Fossick: The Future of Service Design Education

In the latest issue of Touchpoint, Editor-in-Chief Jesse Grimes caught up with me to learn about the opportunities afforded to me as a service designer working within global giant IBM, and to hear my thoughts on where service design education should be heading. As the Service Design Program Director at IBM and the founder of the IXSD Academy in London, I have a background that includes developing ground-breaking curriculum in  design as well as over twenty years working with start-ups, SMEs, and corporations using service design and design thinking to deliver disruptive innovation.

“In the future designers will need to be polymorphs and trans-disciplinary, where they can adapt to a fast paced changing world. I would like to see a Polytechnic approach in higher education;  the University system in the UK is broken in parts and it’s failing its students”

I recently established the IXSD Academy to provide coaching, training and education that has a focus on collaborative and co-creative approaches to develop skills and thought leadership in design, innovation and transformation in the digital economy.

I have been at the forefront of shifting approaches to design education since working with Prof. Norman McNally at Glasgow School of Art in the early 1990s and over the decades I have been involved in developing innovative and ground breaking curriculum in design thinking and pioneering service education in the USA. Check out what I have to say in the SDN’s Touchpoint Vol 9 Edition 1 ‘Education and Capacity Building

 https://www.service-design-network.org/touchpoint/touchpoint-9-1-education-and-capacity-building/pete-fossick

The Many Different Flavours of Design Thinking

IBM Design Thinking Practice Books

Design Thinking has been around for a while and many design groups, consultancies and organisations have developed their own ‘flavour’ of design thinking to meet their particular design needs. It’s interesting to see how this design thinking as a methodology and practice has evolved and been honed to be adapted to different contexts.

If you wish to discuss design thinking and how your business might benefit please connect with me using the contact page. I’m happy to have a no obligation chat. Enjoy!

As a Design Practice Manager in IBM I have adopted IBM Design Thinking. IBM designers work within a global community of 400K people at the cutting edge of design, technology and service innovation and IBM Design in Austin has invested in developing a unique approach to design thinking that is used not only by its 1,300 designers but also by its engineers, developers and throughout the whole organisation.

IBM Design Thinking has been developed to enable disparate professionals and experts to focus on developing user-centric experiences and innovative digital solutions by working collaboratively with each other and with IBM’s clients. IBM Design Thinking is effective because its accessible, easy to adopt and flexible.

At the heart of IBM’s human-centred mission is the IBM Design Thinking framework. It’s a means to solve users’ problems at the speed and scale of the modern digital enterprise. IBM Design Thinking has its roots in traditional design thinking and more recently I have been working with a group of designer to extend IBM’s design practices to include and embrace Service Design.

Whether we’re re-envisioning the customer experience for a multinational bank, or just planning a product’s next release, IBM Design Thinking helps us focus on what matters to our clients and, importantly, their customers.

If you’re interested in the different approaches to design thinking then check out these links and explore the different ways groups and people have adapted design thinking and applied it in their businesses.

 


Harvard Business Review:
Design Thinking and Innovation At Apple
A Harvard business case: Winner of a 2013 ecch Case Award. It describes Apple’s approach to innovation, management, and design thinking

 


How design thinking transformed Airbnb from failing startup to billion-dollar business
A fireside chat between Joe Gebbia of Airbnb and Phin Barnes of First Round Capital. Filmed at Design+Startup at IDEO San Francisco on March 14, 2013.

 


How It Works: Design Thinking
Trying to solve a problem or find better ways of getting work done? Get familiar with IBM Design Thinking and Agile. For more information on IBM Design Thinking, please visit: http://www.ibm.com/design

 


A New Approach to Design Thinking
In 2013, IBM, one of the world’s largest technology companies, set the mission to create a sustainable culture of design.

Links to online resources:
LUMA empowers people to innovate everywhere, by transforming the way they work.

IDEO HCD – How It Works

IDEO Design Thinking – Methods

IBM Design Thinking – with resources and methods practice guide

If you wish to discuss design thinking and how your business might benefit please connect with me using the contact page. I’m happy to have a no obligation chat. Enjoy!

TEDx Reset Talk – ‘Why Robots Need To Dream’

Recently I was invited to TEDx Reset and talked about ‘Why Robots Need to Dream’ – enjoy the video!

I am available as a guest speaker to give talks at conferences and events. I have an interest in talking on a range of subjects including service design, experience design, design thinking, innovation and transformation.

Please contact me here to discuss any speaking or lecturing engagements.

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