Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Co-Creating through Conflict: The hidden power of service design

Megan Erin Miller
May 27, 2023
Design
2
280

Co-Creating through Conflict: The hidden power of service design

Presented as closing keynote for the SDN Next Gen Conference, May 2023

In a world marked by complexity and division, we'll delve into how service design can bridge divides through co-creation. As service designers, we are facilitators, balancing the needs, interests, and motivations of diverse stakeholders. However, in our design practice we are not taught the skills to navigate this complex landscape of conflict. In this enlightening keynote, we'll explore how recognizing and embracing the inherent position of service design to mediate conflict can be the key to unlocking its hidden power. Our speaker will share how developing conflict mediation and facilitation skills can amplify the impact of our work and empower us to successfully engage diverse viewpoints in collaborative innovation. We’ll learn practical tips for accelerating the impact of our service design practice and embracing a human-centered toolkit that acknowledges the challenges of working with others. Join us as we uncover the transformative potential of service design for 2025 and beyond.

A recording of this talk with Q&A was given through Service Design Network Global Masters of Service Design series, hosted by SDN Dallas Chapter on 8/22/23: https://www.youtube.com/watch?v=G9XRVIA9jS4

Megan Erin Miller

May 27, 2023
Tweet

More Decks by Megan Erin Miller

See All by Megan Erin Miller
Design Thinking: A jargon-free guide on how to focus on your users
meganerinmiller
0
110
Introduction to Service Design
meganerinmiller
3
1.1k
Going beyond the product: Designing for service
meganerinmiller
0
480
The Mysterious Craft of Qualitative Design Research
meganerinmiller
1
950
Year One of the University IT Service Design Team
meganerinmiller
0
190
Getting Started in Service Design
meganerinmiller
0
870
Making the Leap: Building service design capability in yourself and your organization
meganerinmiller
2
630
Introduction to User Experience
meganerinmiller
0
240
Design for Service
meganerinmiller
1
130

Other Decks in Design

See All in Design
Figmaの思想と新機能
sakito
17
6.4k
終わりなき探究を前提としたデザインモデルの開発 - デュアルサイクルモデルの提案 -
hirokazu_oda
0
280
株式会社ROUTE06 (ルートシックス) - Designer Deck / ROUTE06 - designer introduction
route06
2
620
Designing beyond the pixel-perfect idealistic case
stephaniewalter
0
1.1k
ヘルシーなウェブ制作を支える必修時短ツール
wattlaa
0
160
使いやすいをデザインする［DevelopersIO 2023 岡山］
littlebusters
2
450
Kenshi Tsukamoto Portfolio
kenshi_tsukamoto
0
150
3 reasons to switch to OKLCH
lovchikov
0
530
UXA2023 Amelia Purvis - Your new cheat sheet for note taking and synthesis
uxaustralia
PRO
0
110
14年の歴史あるピグブランドをリニューアルした話
cyberagentdevelopers
PRO
0
230
学習体験をデザインする
tajima_kaho
0
750
スタジオディテイルズ / Company Information
studiodetails
1
3.2k

Featured

See All Featured
Easily Structure & Communicate Ideas using Wireframe
afnizarnur
184
15k
Six Lessons from altMBA
skipperchong
17
2.6k
Creating an realtime collaboration tool: Agile Flush - .NET Oxford
marcduiker
10
1.2k
Music & Morning Musume
bryan
37
5.1k
Infographics Made Easy
chrislema
236
17k
XXLCSS - How to scale CSS and keep your sanity
sugarenia
239
1.2M
Designing Dashboards & Data Visualisations in Web Apps
destraynor
225
50k
YesSQL, Process and Tooling at Scale
rocio
159
13k
Rails Girls Zürich Keynote
gr2m
90
12k
Unsuck your backbone
ammeep
660
56k
Bootstrapping a Software Product
garrettdimon
PRO
299
110k
Fight the Zombie Pattern Library - RWD Summit 2016
marcelosomers
226
16k

Transcript

  1. @meganerinmiller
    Co-Creating
    through Conflict
    Megan Erin Miller
    Senior Director of Service Design, Stanford University
    Co-Founder, Practical by Design
    @meganerinmiller
    The hidden power of
    service design
    SDN Next Gen Conference
    May 27, 2023

    View Slide

  2. @meganerinmiller 2

    View Slide

  3. @meganerinmiller
    Being human has not
    changed, though the world
    around us has.
    3

    View Slide

  4. @meganerinmiller 4

    View Slide

  5. @meganerinmiller
    Service design puts us in a
    position to mediate conflict
    5

    View Slide

  6. @meganerinmiller 6

    View Slide

  7. View Slide

  8. View Slide

  9. @meganerinmiller 9

    View Slide

  10. @meganerinmiller 10

    View Slide

  11. @meganerinmiller 11

    View Slide

  12. @meganerinmiller 12

    View Slide

  13. @meganerinmiller 13
    What are the
    financial
    implications?
    This will cost
    too much…

    View Slide

  14. @meganerinmiller 14
    It should be the
    city’s
    responsibility to
    address this…

    View Slide

  15. @meganerinmiller 15
    It’s a consumer
    problem. We need
    better waste
    sorting…

    View Slide

  16. @meganerinmiller 16

    View Slide

  17. @meganerinmiller 17
    Conflict

    View Slide

  18. @meganerinmiller 18
    Service design requires
    engaging in complexity

    View Slide

  19. @meganerinmiller 19
    Values
    Beliefs
    Identities
    Power
    Influence
    Motivations
    Interests
    Positions
    Personalities
    History

    View Slide

  20. @meganerinmiller 20
    Values
    Beliefs
    Identities
    Power
    Influence
    Motivations
    Interests
    Positions
    Personalities
    History

    View Slide

  21. @meganerinmiller
    Conflict is natural.
    21

    View Slide

  22. @meganerinmiller
    The brain in conflict
    22
    Realistic threat
    Perceived threat
    triggers
    Fight, Flight,
    Freeze, Appease

    View Slide

  23. @meganerinmiller
    Perceived threats
    23
    Symbolic threats
    Ingroup vs. outgroup
    Identity threat
    Stereotype threat
    Uncertainty
    Potential risk
    Inner critic

    View Slide

  24. @meganerinmiller
    SCARF model
    24
    Status – our relative importance to others
    Certainty – our ability to predict the future
    Autonomy – our sense of control over events
    Relatedness – how safe we feel with others
    Fairness – perception of fair treatment
    I am valuable
    I feel certain
    I have a choice
    I belong
    I am treated fairly
    Source: ʻSCARF: A Brain-Based Model for Collaborating with and Influencing Othersʼ by David Rock (2008)

    View Slide

  25. @meganerinmiller
    Conflict is present in any
    space there are people.
    25

    View Slide

  26. @meganerinmiller
    Conflict is not
    inherently bad.
    26

    View Slide

  27. @meganerinmiller
    Benefits of conflict
    27
    ✓ Encourages diverse perspectives
    ✓ Stimulates critical thinking
    ✓ Enhances creativity
    ✓ Promotes deeper understanding
    ✓ Strengthens decision making
    ✓ Builds stronger relationships

    View Slide

  28. @meganerinmiller 28
    How conflict
    shows up in
    service design

    View Slide

  29. 29
    Service design requires
    navigating levels of zoom
    🔎
    Business
    Strategy
    Service
    Strategy
    Service
    Experience
    User
    Experience Usability &
    Accessibility
    @meganerinmiller

    View Slide

  30. 30
    Service design requires
    navigating levels of zoom
    🔎
    Business
    Strategy
    Service
    Strategy
    Service
    Experience
    User
    Experience Usability &
    Accessibility
    @meganerinmiller

    View Slide

  31. 31
    Service design requires
    navigating levels of zoom
    🔎
    Business
    Strategy
    Service
    Strategy
    Service
    Experience
    User
    Experience Usability &
    Accessibility
    @meganerinmiller

    View Slide

  32. @meganerinmiller
    Conflict scenarios in service design
    32
    Discovery Design Implementation
    User research Co-creation Decision-making

    View Slide

  33. @meganerinmiller 33
    Discovery
    User research puts us in a position
    of mediation and advocacy
    between people in positions of
    power (sponsors), and those in
    positions of lesser power (the
    impacted audiences).

    View Slide

  34. @meganerinmiller 34
    Design
    Co-creation brings diverse roles
    together and requires that we
    effectively facilitate through
    potentially conflicting needs and
    perspectives.

    View Slide

  35. @meganerinmiller 35
    Implementation
    Decision-making during
    implementation is a negotiation
    between what we desire to create,
    and what is feasible to deliver. We
    become advocates for the service
    experience, negotiating with the
    sponsors on behalf of impacted
    audiences.

    View Slide

  36. @meganerinmiller 36
    But how
    can conflict
    mediation
    help us?

    View Slide

  37. 37
    @meganerinmiller

    View Slide

  38. @meganerinmiller 38

    View Slide

  39. @meganerinmiller 39

    View Slide

  40. @meganerinmiller 40
    Service design is hard.

    View Slide

  41. @meganerinmiller 41
    Embrace conflict
    in your practice

    View Slide

  42. @meganerinmiller 42
    Build trust and shared
    understanding
    1

    View Slide

  43. @meganerinmiller
    Building trust and shared understanding
    43

    View Slide

  44. @meganerinmiller 44
    A team is not a group of
    people who work together.
    A team is a group of people
    who trust each other.
    — Simon Sinek
    “

    View Slide

  45. @meganerinmiller
    Trust is… choosing to risk making
    something you value vulnerable to
    another personʼs actions.
    45
    Source: ʻThe Thin Book of Trustʼ by Charles Feltman

    View Slide

  46. @meganerinmiller 46
    Care
    Weʼre in this together, I have
    your interests in mind, as well
    as my own
    Reliability
    You can count on me to
    deliver what I promise
    Sincerity
    I mean what I say, say what I
    mean, and act accordingly
    Competence
    I know I can do this.
    I need to learn to do that.
    Source: ʻThe Thin Book of Trustʼ by Charles Feltman
    Four ways to build trust

    View Slide

  47. @meganerinmiller 47
    Building trust in service design work
    ● Make time for understanding,
    connection, and relationships
    ● Participate in research
    ● Have them present the otherʼs
    viewpoint

    View Slide

  48. @meganerinmiller 48
    Separate the people
    from the problem
    2

    View Slide

  49. @meganerinmiller 49
    Separate the people from the problem
    Source: ʻGetting to Yesʼ by Fisher and Ury
    We must…
    This is…
    Positions
    Statements of where a person
    or organization stands
    Interests
    Underlying reasons, values or
    motivations that explain why
    someone takes a certain position

    View Slide

  50. @meganerinmiller 50
    Separate the people from the problem

    View Slide

  51. @meganerinmiller 51
    Separate the people from the problem
    Source: TRIP framework – Hocker & Willmot (2013)
    Topic
    Relationship
    Identity
    Process

    View Slide

  52. @meganerinmiller 52
    Employ your design research toolkit
    Why?
    ● Inquiry
    ● Active listening
    ● Empathy
    ● Five Whyʼs
    ● Problem Tree Analysis

    View Slide

  53. @meganerinmiller 53
    Design and facilitate the
    process like a mediator
    3

    View Slide

  54. @meganerinmiller 54
    Design the process like a mediator
    1 Agree on approach and roles
    Gather points of view
    Identify issues and interests
    Develop options
    Evaluate options
    Create agreement
    2
    3
    4
    5
    6
    Project initiation
    Discovery
    Problem framing
    Ideation
    Testing, analysis
    Implementation plan

    View Slide

  55. @meganerinmiller 55
    Facilitate like a mediator
    ● Do your homework
    ● Stay neutral
    ● Help all be seen and heard
    ● Use 1:1, small group settings
    ● Establish ground rules
    ● Lead with gracious authority

    View Slide

  56. @meganerinmiller 56
    Leverage co-creation to
    bridge the divide
    4

    View Slide

  57. @meganerinmiller 57
    Leverage co-creation to bridge the divide

    View Slide

  58. View Slide

  59. @meganerinmiller
    You canʼt just framework your
    way out of conflict.
    59

    View Slide

  60. @meganerinmiller 60
    Have courage
    to engage the
    whole human

    View Slide

  61. @meganerinmiller 61

    View Slide

  62. @meganerinmiller 62

    View Slide

  63. @meganerinmiller 63

    View Slide

  64. @meganerinmiller
    Letʼs connect and
    grow together.
    Megan Erin Miller
    LinkedIn @meganerinmiller
    www.practicalbydesign.co

    View Slide