The digital economy challenges us to unify design and operations, and design for service, not just software.

1. Beyond Products
Unifying Design and
Operations
Jeff Sussna

2. I help companies deliver continuous value

4. What happens when IT becomes design?

7. From industrialism to post-industrialism

11. From products to services

12. How you make it is part of what you make

13. From discrete to infused experiences

14. From complicated to complex systems

15. Service exposes the sausage factory

16. Data centers
Organizational structures

18. Digital ecosystems
Organizational behavior

19. Complexity is strange and counterintuitive

21. “…the automation was not operational
due to an unrelated failure…”

24. From efficiency to adaptability

26. From delivery to conversation

27. From controlling to navigating

28. From broadcasting to co-creating

29. From decomposing to connecting

30. Rethinking design and operations

31. “…changing existing situations
into preferred ones…”

32. Information Interaction Technology

33. IT becomes a medium for continuous design

37. Design for service, not just software

39. The service economy is different

42. How do we design and operate for service?

43. Service exposes the sausage factory

44. “…delivering value by facilitating
outcomes customers want to achieve.”

45. Service exposes the sausage factory

46. What about efficiency, quality, and profit?

48. Minimize friction, maximize feedback

50. Design for failure, operate to learn

51. There is no done

53. Use operations as input to design

54. Seek empathy

58. This is what I do

59. This is how I help

60. How do we get from here to there?

63. We can design our own transformation

65. We must design our own transformation

66. Design learning becomes operations