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HumanCentredInnovationforSocial
ComplexServiceSystems
D r . M i e k e v a n d e r B i j l - B r o u w e r
R S D 5 – S y s ...
MindLab:	
A	+me	–	quality	
dilemma	for	
teachers	
h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-
teachers-+me-and-qu...
Service	Design	System	perspec0ve	
INFRASTRUCTURE
INTERFACE
Service
Organisation
Service
Providers/ Deliverers
Service Cons...
A	HUMAN	PERSPECTIVE	
ON	SERVICE	
ORGANISATIONS
Complex	responsive	processes	
“Organisa+ons	are	not	actually	exis+ng	things	
called	systems	but,	rather,	are	ongoing,	iter...
HUMAN-CENTRED	
INNOVATION
NADI-model	
N e e d s 	 a n d 	 A s p i r a + o n s 	 f o r 	 D e s i g n 	 a n d 	
I n n o v a + o n 	
	
SOLUTIONS
SCENAR...
NADI-model	
SOLUTIONS
SCENARIOS
GOALS
THEMES
T h e 	 r o l e 	 o f 	 t h e m e s 	 i n 	 h u m a n - c e n t r e d 	 i n n...
MindLab:	
A	+me	–	quality	
dilemma	for	
teachers	
h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-
teachers-+me-and-qu...
LESSON	BOXES	
h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-teachers-+me-and-quality-dilemma-0
SPEED	SHARING	
h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-teachers-+me-and-quality-dilemma-0
THEME:	PRIDE	IN	
PRACTICE	
•  THEME:	pride	in	prac+ce
MAJOR HEADING
Speed Sharing event for teachers
- Municipality or school organises a speed sharing
event
- Teachers come to...
Theme:	DRIVE	to	make	a	difference	
	
[ambulance	paramedic]:	“There’s	no	be:er	
feeling	than	saving	someone’s	life”
Theme:	sustaining	DRIVE	
	
sense of purpose/
achievement
act
feedbackdrive
sense of purpose/
achievement
act
feedbackdrive
act
growth
practice reflect
DRIVE/	
GROWTH
DRIVE/	
GROWTH	
[police]:	“If	we	do	not	hear	from	the	person	again,	
there	is	an	assump+on	that	one	of	three	things	
happe...
DRIVE/	
GROWTH	
learn/ growth
sense of
achievement
act
feedbackdrivepractice
act
reflect
Coaching	team
Coaching	Team	
Storytelling
 Reflection & strategy 
Communication - internal
Communication - external
Feedback to storytell...
MAJOR HEADING
Cross-organisational Coaching Team
- An observer collects stories from people with lived
experience of an ac...
MindLab	–	Infrastructure	
LESSON BOX
TEACHING &
LEARNING
Municipality
( & MindLab)
Teachers
Students
MindLab	–	Social	Infrastructure	
SPEED SHARING
TEACHING &
LEARNING
Municipality
( & MindLab)
Teachers
Students
MH	Emergency	-	Infrastructure	
PROTOCOLS & MoU’s
EMERGENCY
RESPONSE
Service organisations
mental health sector
Ambulance p...
MH	Emergency	–	Social	Infrastructure	
COACHING TEAM
EMERGENCY
RESPONSE
SOCIAL	INFRASTRUCTURE	FOR	
SOCIAL	COMPLEX	SERVICE	
SYSTEMS	
|	
WHAT	ARE	THETHEMES?
Thank	You!	
@ M i e k e v d B i j l
w w w. m i e k e v a n d e r b i j l . c o m
	
Dorst,	K.	(2015).	Frame	Innova,on;	crea...
Designing Social infrastructures for Complex Service Systems
Designing Social infrastructures for Complex Service Systems
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Designing Social infrastructures for Complex Service Systems

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Mieke van der Bijl-Brouwer
Social Complex Service Systems RSD5

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Designing Social infrastructures for Complex Service Systems

  1. 1. HumanCentredInnovationforSocial ComplexServiceSystems D r . M i e k e v a n d e r B i j l - B r o u w e r R S D 5 – S y s t e m i c D e s i g n C o n f e r e n c e @MiekevdBijl | www.miekevanderbijl.com
  2. 2. MindLab: A +me – quality dilemma for teachers h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish- teachers-+me-and-quality-dilemma-0
  3. 3. Service Design System perspec0ve INFRASTRUCTURE INTERFACE Service Organisation Service Providers/ Deliverers Service Consumers
  4. 4. A HUMAN PERSPECTIVE ON SERVICE ORGANISATIONS
  5. 5. Complex responsive processes “Organisa+ons are not actually exis+ng things called systems but, rather, are ongoing, iterated pa#erns of rela,onships between people” (Stacey, 2006). I n t h e c o n t e x t o f o r g a n i s a + o n s . Stacey, R. (2006). Ways of thinking about public sector governance. In R. Stacey & D. Griffin (Eds.), Complexity and the experience of managing in public sector organiza,ons (pp. 15-42). London and New York: Routledge.
  6. 6. HUMAN-CENTRED INNOVATION
  7. 7. NADI-model N e e d s a n d A s p i r a + o n s f o r D e s i g n a n d I n n o v a + o n SOLUTIONS SCENARIOS GOALS THEMES
  8. 8. NADI-model SOLUTIONS SCENARIOS GOALS THEMES T h e r o l e o f t h e m e s i n h u m a n - c e n t r e d i n n o v a + o n frame creation (Dorst, 2015)
  9. 9. MindLab: A +me – quality dilemma for teachers h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish- teachers-+me-and-quality-dilemma-0
  10. 10. LESSON BOXES h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-teachers-+me-and-quality-dilemma-0
  11. 11. SPEED SHARING h:p://www.nesta.org.uk/blog/crea+ng-solu+ons-danish-teachers-+me-and-quality-dilemma-0
  12. 12. THEME: PRIDE IN PRACTICE •  THEME: pride in prac+ce
  13. 13. MAJOR HEADING Speed Sharing event for teachers - Municipality or school organises a speed sharing event - Teachers come together around a specific topic - They have brief one-on-one meetings in which they share ideas Improving the quality of teaching through sharing knowledge Pride in practice SOLUTIONS SCENARIOS GOALS THEMES FRAME:knowledgesharingasspeeddating
  14. 14. Theme: DRIVE to make a difference [ambulance paramedic]: “There’s no be:er feeling than saving someone’s life”
  15. 15. Theme: sustaining DRIVE sense of purpose/ achievement act feedbackdrive
  16. 16. sense of purpose/ achievement act feedbackdrive act growth practice reflect DRIVE/ GROWTH
  17. 17. DRIVE/ GROWTH [police]: “If we do not hear from the person again, there is an assump+on that one of three things happened to them: 1) they got be:er, 2) they moved away, 3) they died. We are essen+ally feeding our efforts into a ‘cone of silence’ that does not speak back.”
  18. 18. DRIVE/ GROWTH learn/ growth sense of achievement act feedbackdrivepractice act reflect
  19. 19. Coaching team
  20. 20. Coaching Team Storytelling Reflection & strategy Communication - internal Communication - external Feedback to storytellers
  21. 21. MAJOR HEADING Cross-organisational Coaching Team - An observer collects stories from people with lived experience of an acute mental health episode - Team leaders collectively reflect on the stories - They use their reflections to coach people on the ground through positive and constructive feedback Collective motivation of people working in the service system Improving the practice through reflective practice/ learning Drive & Growth SOLUTIONS SCENARIOS GOALS THEMES FRAME:complexsystemasasportsteam
  22. 22. MindLab – Infrastructure LESSON BOX TEACHING & LEARNING Municipality ( & MindLab) Teachers Students
  23. 23. MindLab – Social Infrastructure SPEED SHARING TEACHING & LEARNING Municipality ( & MindLab) Teachers Students
  24. 24. MH Emergency - Infrastructure PROTOCOLS & MoU’s EMERGENCY RESPONSE Service organisations mental health sector Ambulance paramedics, ED nurses, police etc. People with severe mental illness
  25. 25. MH Emergency – Social Infrastructure COACHING TEAM EMERGENCY RESPONSE
  26. 26. SOCIAL INFRASTRUCTURE FOR SOCIAL COMPLEX SERVICE SYSTEMS | WHAT ARE THETHEMES?
  27. 27. Thank You! @ M i e k e v d B i j l w w w. m i e k e v a n d e r b i j l . c o m Dorst, K. (2015). Frame Innova,on; create new thinking by design. Cambridge, Massachuse:s: The MIT Press

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