A presentation at Impact: 2018 Canadian Service Design Conference in in Montreal, QC, Canada by Linn Vizard
“When you are unattached, you have inner freedom. You have no investment in a particular outcome, and so you do what is necessary in the moment. You explore every option and are receptive to all new information. You do all that you know to do, and then trust, because you have no attachment to either the result or how the result is produced,”
What are outcomes made of? This talk will explore the dark matter of the outcomes of service design work.
As an industrial designer or even digital product designer, outcomes are clear and concrete - a new piece of furniture is in market, or an update to the app or website has been shipped. For service designers, we grapple with the non-’thing’-ness of the work we are doing. What is a service made of, and how can we tell when we really made an impact on it? How might we expand our thinking to consider a range of outcomes, from implemented, in-market, physical and material changes, to shifts in mindsets, perspectives, and the creation of new conversations and capabilities?
Service design is having a crisis of confidence regarding the impact of our work. Let’s delve into a taxonomy of outcomes, and think in a broader and more nuanced way about impact.
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