We were off making this our biggest learning until Lou Downe managed to pull us back to earth with her sobering speech. Most services are bad, if #8 FAQ on the gov.uk site is a phone number – there is loads of basic stuff to fix. Ok, so we should balance the far future while staying humble and fixing the basics. As always there is no easy answer, but for us this is a wake-up call to be more conscious about the different design horizons. You might want to check your current design project and see if you are designing for today, the near future, the far future, and whatever comes after that.
Once you made sure you’re a horizon inclusive designer, the second common challenge proposed during multiple talks is how to implement innovation at scale.
Because of course, WE KNOW what service designers should be doing to realize true impact. But sometimes, we seem to forget that other people don’t. And this causes all sorts of problems when scaling up. We need to be open and connect to other disciplines. Build partnerships in traditional organizations, and let the ripple effect of small projects rock the mothership. Service design is just a method, a means to an end. Let’s not forget about the goal we try to achieve.
Finally, we’ve seen the first examples of successful implementation of new technology at the conference itself. With spaceships being built in Miro and full-fletched multiplayer experiences being offered to participants. And in the end, all we can say is that gamification is back and more powerful than ever in this blended environment.