Reflections from Servdes

Last week I spent an enjoyable few days in the company of some of Northern Europe’s leading service design practitioners and researchers, the excuse, the ServDes Conference in Linkoping, Sweden which followed last year’s conference in Oslo, thoughts from which I blogged about here.

There are myriad possible forms a summarising post from these three days of structured and unstructured workshop and discussions on the practice and process of designing for services could take. Rather than attempt to cram too many thoughts and observations into one post I will structure my reflections across a few posts that I hope will do justice to the pertinent themes and challenges of last week.

I’ll aim to cover the unconference workshop that myself and George Julian ran for research in practice for adults (ripfa) on the first day of the conference, which sought to explore the role of evidence informed practice in the design of services, and without a focussed agenda, sought to reflect on the current approaches taken by service designers to evidence their thinking, processes and outcomes. The theme of this session sought also to generate insights that might inform the design of ripfa’s own products and services that support the use of evidence informed approaches, by frontline practitioners, in the provision of adult social care services in England.

This post will be followed by another containing some reflections on a number of the standout presentations from day one of ServDes, set within the context of a workshop run by Stefan Holmlid, Fabian Segelstrom and Johan Blomkvist that led discussions on the future of Service Design Research. I will conclude with a post later this week that reflects on a presentation by the Swedish design consultancy Doberman and Apoteket, a Swedish highstreet chemist who presented together towards the end of day two, on their service design work supporting health outcomes and behavioural change and which in turn specifically relates to my recent research on designing for motivation.

Initially however, and in the subsequent post, I wish to report on an event at London School of Economics yesterday, Tuesday 7th of December, from Dr Annette Boaz that discussed the role of Knowledge Transfer within environmental and social policy organisations. I set this thinking out initially as I believe it sets in context many of the discussions from last week both from our unconference session and from the ServDes Conference as a event for the transfer of knowledge related to the discipline of service design and as a conference with the theme ‘Exchanging Knowledge’.

Formal and Informal Welcomes to Singapore

Team GB are greeted by a piper at the British High Commission in Singapore ahead of the announcement of sprinter David Bolarinwa as the flag bearer for last nights opening ceremony.

These formalities where followed by a more informal welcome ceremony for all athletes back at the Youth Olympic Village which was opened by the Young Ambassadors playing in the Samba band we had formed when we participated in the Community Drumming programme during the Culture and Education Programme Seminar back in March.

We’re in the Village People!

The past couple of days since our arrival in Singapore have largely been spent settling into the Olympic Village. For the coaches this means liaising with their Sports reps and finding out the training times they have been allocated and negotiating transport and other logistical hurdles in order to make sure that the athletes get the best preparation possible and feel most comfortable in the competition environment. For the athletes settling in has involved getting comfortable in their rooms, exploring the Olympic Village and getting used to the competition environment with some light training.

The realities of coping with the time change, jet lag, the heat and humidity as well as the expectations and hopes that rest upon each coach and athlete demand that this is a patient process. At this point it is very much about building a good base, literally in this context, from which we can move forward into the competition period over the next couple of weeks.

Spirits are good in the camp and after the first few days of travelling and living together the athletes are beginning to get to know each other and really experience the first of the Olympic Values, of which the Youth Olympic Games is a celebration, that of friendship.

There is a “Wow!come Session” being held tomorrow, which will celebrate the arrival of all athletes to the Youth Olympic Village – you can watch it live online here.

For some pictures from the Olympic Village click here.

Services Supporting Singapore Sporting Success

As you might have gathered from some previous posts, I’ve been working as a Young Ambassador for Team GB at the Youth Olympic Games which are due to start in two days time in Singapore. As one of 30 such Ambassadors from 30 different National Olympic Committees – it was a great experience to be part of my own National Olympic Committee’s ‘Kitting Out Day’ on Monday ahead of Team GB’s departure to Singapore. The day consisted of the distribution of the kit to all athletes, coaches and officials as well as lots of media interviews before we got on the plane to Singapore on Monday evening. For an interview with one of Britain’s top prospects for the Games Victoria Ohuruogu you can click here. You can also find a related interview I did recently with another of the members of Team GB Eli Thorogood about her expectations for Singapore a few weeks ago.

Athlete kitbags waiting for collection, Team GB Kitting Out Day, Heathrow

The kitting out day itself was but one facet of the huge number of support systems and services that would be called into play throughout Monday and will yet be relied upon throughout the athletes stay in Singapore. All of these ‘services’ and ‘systems’ are critical to ensuring athlete participation and success in Singapore but are unfortunately rarely seen by spectators or viewers at home.

The kit itself, fundamental to ensuring that the athletes have a consistent and visceral sense of team and national identity, was delivered on six pallets on Sunday morning and sorted by a volunteer team all Sunday into the 75 or so kitbags that accompanied us out to Singapore – that’s nearly 7000 individual pieces of clothing – thanks have to go to Adidas of course but also to those in the BOA Office who gave up there Sunday and who have spent months in the co-ordination of the design, sizing, manufacture and delivery of all this gear.

The athlete's kit - a fundamental touchpoint in the sporting experience

The next major piece of logistics that came into play on Monday was of course transportation – there is something quite amazing about the ability of British Airways and Heathrow Airport to cope with being descended upon by 70-odd athletes and staff, with huge amounts of gear and fragile sporting equipment – in addition to being able to deal with the thousands of other travellers flying in and out on Monday night.

Team GB Checking in at Heathrow
And collecting it all again at the other end...

Needless to say all the kit (and team members) made it to Singapore safely, but it is to me fascinating all the details that go into running a international multisport event such as the Youth Olympic Games – an area for the outsized fencing, pole vault, cycling and kayaking equipment to be dropped off at the airport and taken to the venues for example. Or the hundreds of young Singaporeans and international volunteers between the airport and the Olympic Village to meet, greet and escort athletes and officials through their accreditation and to the accommodation. All of whom must have been trained in the past few weeks and months. All working together seamlessly to help ensure that the 3,600 athletes from 205 different nations can congregate in anticipation of the start of the Games. Indeed, the value of the kit is also affirmed in simply being able to distinguish yourself and your team mates from everyone else in such a high concentration of people, processes and equipment!

If you haven’t sussed it already, the theme of this post is support and there are a few things really that have really struck me so far in this experience relating to the idea of support services. 1) All of the logistics support mentioned above and the tireless – often unnoticed – care and energy that goes into ensuring that the team get from a to b intact and in the right state of mind. 2) The unique relationships and support between parents and athletes and coaches and athletes that have enabled and empowered these talented youngsters to achieve what they have and that continue to help support and prepare the athletes ahead of their imminent competitions. Its also interesting to observe the way the relationships between athletes are shaped by the experience of travelling together and living with each other in the fist couple of days in the Youth Olympic Village – Team GB is taking shape. 3) It’s also interesting the way that the media helps cultivate support for the athletes with the folks back home, on the behalf of whom they are of course competing and 4) the amazing way that Singaporeans have come together to support the Olympics coming to their home city and country and the staggering efforts that have been put in by them all here to shape the accommodation and the competition venues and to make sure they are all running smoothly at Games time.

I’m looking forward to the next two weeks of doing my bit to support the performance of Team GB and I’m looking forward to sharing it with you. For latest updates you can either follow me on Twitter or Team GB on Twitter and Facebook. The whole team looks forward to your support.

Visualising Performance; What can Designers and Olympians learn from each other?

I immensely enjoyed (late) last night’s first episode of Olympic Dreams, which you can catch on BBC iPlayer here and follows a number of young British athletes and former and future Olympians as they prepare for London 2012. The documentary gives a fascinating insight into the balancing act that is the life of an elite athlete, particularly an upcoming elite athlete. I’ve talked often on this blog about some of my own experiences performing this balancing act and a big part of my role as Young Ambassador for the Youth Olympic Games is assisting the members of TeamGB with this balancing act of juggling training and a social life with the demands of education.

These challenges are far from unique to elite athletes however, I’m sure all of us are familiar with the pressures associated with ensuring good performance in either our personal or professional lives or indeed in our hobbies or sporting commitments. For me as someone with fairly a dominant kinaesthetic and visual learning style, visualising performance was always a huge part of ensuring I achieved what I set out to do. I was excited to see Tom Daley talk and demonstrate his pre-dive visualisation process in last night’s documentary and it reminded me of my undergraduate dissertation project ‘Insight‘ a mobile phone and augmented reality environment to aid athletic performance.

Canadian Cross-country skier Chandra Crawford using music to help prepare her performance at the Vancouver Games (c) Vancouver Sun
Canadian Cross-country skier Chandra Crawford using music to help prepare her performance at the Vancouver Games (c) Vancouver Sun

I’ve often found however, that visualisation (and supporting performance preparation with music) can also be really effective in terms of helping prepare for lectures or presentations that I’ve given, thinking through in my mind where and what I’ll be presenting and how I anticipate the audience to react.

This is an approach that is also increasingly employed in the design world and by service design consultants to help their clients achieve innovative and creative insights or ensure effective service design and delivery. Vocal proponents of these theatrical, role play and embodied approaches to service design include Adam Lawrence (who is well worth following on Twitter, if you don’t already).

Fast Company also covered a related notion a while back, talking about how standup comedy helps design and creativity. As one of the coaches in last nights documentary pointed out – its really about standing up and delivering your performance when it matters – how different they is this to so many other aspects of life? What can the way sports people deal with this pressure do to help us inform our own processes and (quite literally) practice? These principles are similar in justification to why experience prototyping and test-rigs are such effective tools for new product and service development – as just like Tom Daley they allow stakeholders to act our their performances whilst developing them. This process in turn makes those performances ‘more real’ every time they are iterated or evolved – making the experience more realistic every time it is enacted. The outcomes of this aren’t always positive however, and the downsides of realistic training environments and visualisation is something that @georgejulian has blogged about recently.

Prototypes - another form of visualisation (from Ergonomics - Real Design at The Design Museum
Prototypes - another form of visualisation (from Ergonomics - Real Design at The Design Museum

One of the big attractions for me of Service Design as a discipline is the myriad ways, tools and processes that it affords practitioners and participants to help people visualise their needs and demands from a service or the complex socio-technological systems and relationships that make up the service. I wonder how Service Designers and designers more generally, might be able to collaborate with sports psychologists and athletes to share practice and experiences on new and creative approaches to visualisation and expression. Would this be of reciprocal benefit – in other words would sports people benefit from more creative and collaborative approaches to preparing for competition?

I also wonder if there is a career pathway or opportunities for athletes to support the design and development of user experiences and the design of products, systems and services after, or in order to support, their careers as full time athletes?

“The unexamined life is not worth living.” Why society still needs its sporting heroes

Plato quotes Socrates as saying at his trial “The unexamined life is not worth living.” Perhaps something that John Terry and Tiger Woods might not readily agree with this weekend. I can’t however help but be impressed this week, to see that this is a sentiment that the Nike marketing department and Tiger Woods himself have chosen to take ownership of with their latest ad campaign: Tiger’s late father Earl eerily challenging him from beyond the grave about what the past five months of press revelations about his private life have taught him about himself. Tiger’s speechless and pensive response indicating that whether this weekend, over the next five months or over the next five years he is going to let his sport do the talking and that he’s a better person for having been challenged and for what the past five months have enabled him to learn.

I was interested but unsurprised to see (via @arnoldbeekes) that not everyone agrees with me on this matter. Alan Webber recently blogging about how little value he sees or places in role models that he doesn’t know and don’t know him – his accusation being that societally we’ve confused celebrity with role model and that our real role models are, and according to Webber, should be our parents and people we actually know. Webber clearly influenced by Tina Turner in the assertion that we don’t need another hero and clearly better endowed with parental role models than John Terry. :-)

I beg to differ; we need heroes (and heroines) beyond our immediate context, family or social groups. For the very manner in which they challenge us either with their sporting, creative or charitable endeavours or, as with Tiger Woods, their ability to withstand scrutiny that I know most of would struggle to cope with. We also need heroes and heroines who make mistakes, so that we, with them can learn from their experiences without having to repeat their mistakes ourselves.

It is interesting that the very ‘crimes’ that it is recorded Socrates was tried for in Ancient Greece are those that many including Alan Webber and Augusta Masters Chief Billy Payne seem concerned that Tiger Woods and countless other sports people before him are guilty of – namely ‘immorality’ and ‘corrupting the youth’. It assumes that the youth are pretty passive and helpless doesn’t it? Socrates was fond of challenging the social conventions and power structures of his time, largely by publicly questioning himself and others about their role within society. Tiger Woods is likewise a role model for his ability to challenge himself and to face up to the responsibilities and realities that then throws up whether on the golf course or off it. Not one us is ever perfect and as Tina says “…I wonder when we are ever going to change…”. :-) John Terry and Tiger Woods recent off field behaviour has as much to teach kids as their behaviour on it. This is a challenging and unpredictable reality much like sport in general and life itself.

I’ve been challenging myself recently not only in exploring Greek History and philosophy but in light of the recent Tiger, John Terry, Michael Phelps scandals thinking how in my role as Young Ambassador for the Youth Olympic Games I might better support the role of young sports people in society and equip and educate young athletes with the tools not only to be able to withstand the pressure and scrutiny public sports figures face but also with the tools for life in general and the reflective capability that life demands of us all if we wish to grow and better ourselves.

Irrespective of this complex question and just as with the Games at Olympia in the time of Socrates and Plato, I don’t think that the off field antics of a few high profile individuals should diminish or distract from the opportunity that competitive sports provide all of us, whether as participants, officials or spectators, to challenge and ask questions of ourselves. Competitive sports enable us to embody the values of excellence and competitive sports people enable us to associate ourselves with, aspire towards and emulate excellence ourselves. By being excellent, they make it possible for us to be excellent as well, in whatever way we might choose. In doing so they also give us the opportunities to make new friendships and to acquire and demand the respect of ourselves and others around us. But as these high profile incidents remind us they also challenge us in demonstrating that we can’t take such acquired values for granted, for me, more than anything about golf, it is this that I think Tiger has enabled all of us to learn.

How do you think we can better motivate and support young people to learn from and avoid repeating some the mistakes of their role models and predecessors?

What the Olympic Values Mean to Papua New Guinea

A few days ago I asked people to submit any reflections or thoughts they were willing to share on what the Olympic meant to them personally. To get the ball rolling I thought I’d share some video I took last week when I was in Singapore as part of the Youth Olympic Culture and Education Programme Seminar. I asked my fellow Young Ambassador from Papua New Guinea Shannon Andrews what he thought he and his team of athletes could gain from competing in the Games in Singapore this August. The interview took place as we were walking through Chinatown.

I think this an awesome insight and a really honest reflection from Shannon and would like to take this opportunity to thank him for sharing it. It is clear that Singapore is a fascinating example of a multi-racial community being united by a common sense of identity, this can act as a role model to a country such as Papua New Guinea which Shannon told me has over 800 different dialects and many tribal identities and affiliations.

I think for me this is part of what I really admire about the Olympics and excites me about my role as a Young Ambassador for Great Britain (itself, uniquely, a nation formed of four other nations) is the power of sport and the Olympic ideals in uniting people irrespective of political, social or religious background. I also think that, as Shannon alludes and as I mentioned a few days ago, the power of the Olympics in bringing people from all over the globe together with shared aims, ambitions and interests can offer us much cause for optimism.

What do you think about the Olympics and its values of friendship, respect and excellence? Do you share the optimism they offer or do you think they are too idealistic? Do you feel that you can point to examples of these values in your local communities? If you can I’d be really interested to hear about it and help the Team GB athletes competing at the Games this summer bring their Olympic experiences back to their local communities. Please use the comments box below or contact me on Twitter.