presentation

Embedded designers as guerrilla negotiators

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Abstract


Service design is increasingly seen as central to innovation in public services with a growing number of embedded designers in government. Yet this role hasn’t been fully elaborated. This presentation will cast a light on the realities of embedded designers in a Swedish County Council. Being able to do customer journeys isn’t enough. You have to be able to make change happen. The role requires you become an intermediary between service providers, end users, management and other stakeholders. Using a case study on designing new services for young people`s mental health, we’ll tell stories of tensions and negotiations, share glimpses from journals of designers and reveal how embedded designers navigate this complex context, constantly negotiating what we’re doing and for whom.

Innovation


In our efforts to advocate for bringing service design into public services, we haven’t always been honest about what the role of the embedded designer actually entails. This presentation shares the untold story of innovation that isn’t always shiny. Working to deliver value in projects while also trying to enable systems change and legitimize our existence, designers are forced to compromise. This raises questions: What is being compromised? Are designers equipped with the necessary skills? Experio Lab has a unique perspective as an embedded resource working to design services from the patient’s perspective and equipping healthcare staff with design skills. Our bottom-up approach is spreading in Sweden and can inform others about the realities of integrating service design in government.

Type


Presentation

Date


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Location


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Time


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Speaker Info


Louisa Szücs Johansson
Experio Lab, County Council of Värmland


Learn more about her

Speaker Info


Olga Sabirova Höjerström
Experio Lab, County Council of Värmland


Learn more about her