Presentations from Olga Scupin (Fuxblau) & Kara Kane (Gov.UK) during the "ARENA - Human-centred organisations" event hosted by Knight Moves.

1. KNIGHT MOVESS E R V I C E D E S I G N

2. Welcome to

4. How can organisations deliver outstanding customer
experiences in a rapidly changing world?

5. How can organisations measure customer experience
and improve over time?

6. How can organisations motivate their employees to constantly
change their way of working to deliver qualitative services over time?

7. HUMAN-CENTRED
organisations operate in different ways

8. …
COLLABORATIVE
FLEXIBLE
CLOSE TO THEIR CUSTOMERS
DATA DRIVEN
HOLISTIC APPROACH
Human-centred organisations are

9. Welcome
Marketplace, food & drinks
18:00
Olga Scupin - Fuxblau
Speaker I
Kara Kane - GOV.UK
Speaker II
Round Table Session
Debate
The Final Act
Networking
19:30
20:00
20:30
21:00

10. OLGA SCUPIN
FUXBLAU
@ O S c u p i n

11. Titeltext
04.10.2018
Olga Scupin
„Bringing
empathy
to companies“
Arena Brussel

12. 12
Why is empathy
important?

13. „Most people do not listen with
the intend to understand.
They listen with the intend to reply.“
-Stephen Covey
13

14. 14Source: https://www.bankmycell.com/blog/smartphone-addiction/
Empathy in the digital age

15. Empathy creates connection
15
Company UserEmpathy

16. 16
Bringing empathy to companies

17. 17
How we work

18. 18
Empathy
How we work

19. Walking in the customers shoes
MyScotty
19

20. 20
Titeltext
Connecting through participation
Dear Employee
20

21. 2121
Sustainability through knowledge
Sennheiser
21

22. 22
Titeltext
Embedding empathy in our weekly routine
Fuxblau
22

23. 23
Action Points

24. 24
Action Points
• Start with yourself and your team
• Make room and time to practice empathy
• Connect with your users on a regular basis
• Create and publish personas
• If possible, let your employees use your service/ product

25. 25
Who am I?

26. 26
I am Olga
Business background
Service Design
Consultancy
Service Design
Community
Service
Design
Berlin
Fuxblau

27. 27
I am Olga
Business background
Service Design
Consultancy
Service Design
Community
Service
Design
Berlin
Fuxblau
Service Experience Camp Berlin
2.-3. November
OlgaSXC18
15% Discount code

28. Olga Scupin
olga.scupin@fuxblau.de
+49 176 78 28 6115
28
Feel free to drop me a line if you have any questions.
Thank You,
let’s keep in touch!

29. KARA KANE
GOV.UK
@ Ka r a Ka n e _ K K

30. Kara Kane
Community Manager for User Centred
Design
Government Digital Service
@KaraKane_KK

31. Hi!

32. Scaling
user-centred
design in
government

33. GDSGDS
Who we are
What we do
How we are doing it

34. GDSGDS
10 heads of design
900 designers across government

35. GDSGDS
+ 2000 content designers
+ 700 user researchers

38. GDS

39. GDS

40. GOV.UKGOV.
UK Notify
GOV.UK Notify GOV.UK GOV.UK Pay
Registers GOV.UK Verify GOV.UK PaaS

41. GDS

43. Service designers

44. Interaction designers

45. Graphic designers

46. Content designers

47. User researchers

48. GDSGDS
How we work

49. GDSGDS

50. GDS

51. The structure of
government isn't
designed to meet
user needs

52. Sell a carLearn to
drive

53. Employ
someone

54. Services like these
involve everyone in
government

55. GDS
HMRC
DWP
Home
Office
DVLA
DH
MOJ
DfT
DfE
DCLG
BEIS
DfE

56. GDS
HMRC
DWP
Home
Office
DVLA
DH
MOJ
DfT
DfE
DCLG
BEIS
DfE

57. GDS
Policy Strategy
Operations
Design TechnologyData
Research

58. GDS
Services will shape
government, not the
other way around

59. Collaboration
needs to will become
the norm

62. GDS

63. GDS

64. GDSGDS
How we do things at scale

65. GDS
Building communities

66. GDSGDS
Providing training

67. GDS
Developing patterns

68. GDS
Offering guidance

69. GDS
Sharing learnings

70. GDS
Printing propaganda

71. GDS
Printing propaganda

72. GDS
Investing in culture

73. GDSGDS
What’s next

74. GDS
Scaling professions

75. GDS
UCD maturity model

76. GDS
International
community building

77. GDS
Improving education

78. GDS
Making it an inclusive
and attractive place
to work

79. GDS

80. Thanks!
Kara Kane
@karakane_kk