Summary
During this insightful panel discussion, Dr. Luke Roberts, COO of High Five and expert in conflict resolution, Christian Basson, co-founder of the Transition Collective and an adjunct professor, and Dr. Amanda Woolley, a change consultant, delve into the nuances of service design and leadership. They reflect on the need to infuse humanity back into systems that can often feel dehumanizing, arguing for a foundational human-centered approach in design processes. Amanda Woolley emphasizes the importance of autonomy and social connectedness in motivation, while Christian Basson discusses the need for a broader view of leadership that considers the ecosystem of actors involved. Dr. Roberts offers a critical view on emergence in systems, noting the potential for both positive and negative outcomes. The discussion culminates in a recognition of the growing importance of interdisciplinary approaches and the ethical responsibilities designers have to challenge the status quo and engage with power dynamics in their work.
Key Insights
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Emphasizing human-centered change is crucial to avoid dehumanizing systems.
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Leadership in design should encompass both internal and external aspects, recognizing the wider network of actors.
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Power dynamics must be understood and navigated effectively for impactful service design.
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Emergence in systems can lead to both beneficial and harmful outcomes, making awareness essential.
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Interdisciplinary collaboration enhances creative problem-solving and innovation in service design.
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Autonomy, competence, and social connection are vital components of human motivation.
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Designers should not just fix parts of a system but consider holistic improvements.
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The importance of recognizing and questioning the underlying values in design processes cannot be overstated.
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Engaging voices from marginalized groups can lead to more ethical design outcomes.
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Creating a space for community and support is critical for those involved in service design.
Notable Quotes
"We need to make this humanizing from first principles."
"The technical infrastructure shapes the service quality."
"Humans generally want to do their best, given the right conditions."
"There's a tension between showing up humble but also confident."
"There's a power in removing your energy from things, not just giving energy to them."
"We must recognize the ethical responsibilities we have as designers."
"When it comes to the external aspects of leadership, how do we engage with the ecosystem?"
"What happens if we do nothing?"
"Design offers a soft power that can be utilized positively or negatively."
"We need to revisit the humanist roots of design in the current global climate."
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