Designing in Complexity | Julie Guinn | Elsevier

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Julie Guinn from Elseiver speaks at SDGC19 in Toronto. For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity. Become a member! https://www.service-design-network.org Follow us on Twitter: https://twitter.com/sdnetwork Or on LinkedIn: https://www.linkedin.com/company/2933277 Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/ Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/

Design

Make it easier for physicians
to keep their online profiles
up to date.
Get feedback on an idea to
fill prescriptions during on-
site doctor visits.
Look for opportunities to
save time in our Urgent
Care patient flow.
Improve the design of clinical
trial patient data forms—
they’re hard to read!

System:
An interconnected set of elements
that is coherently organized in a way
that achieves something.

System:
Elements
Connections
Purpose product, outcome, achievement…
relationships, flows, exchanges…
people, objects, organizations, concepts…

System:
Elements
Connections
Purpose
Boundary
product, outcome, achievement…
relationships, flows, exchanges…
people, objects, organizations, concepts…
spatial, temporal, functional…

Complex Adaptive System:
Elements
Connections
Purpose
Boundary

Complex Adaptive System:
Elements
Connections
Purpose
Boundary
multiple & potentially conflicting
highly interconnected & interdependent
numerous & diverse
fuzzy, permeable & deeply nested

Properties:
Emergence
Non-Linearity
Adaptation
Feedback Loops

Properties:
Emergence
Non-Linearity
Adaptation
Feedback Loops
facilitative & participatory
customized & iterative
holistic & inclusive
observant & responsive
SYSTEMS DESIGN PRINCIPLES

Self Organization:
A process whereby global order arises from
the local interactions of lower-level parts,
rather than being imposed by external agents.

Self Organization:
Distributed
Knowledge
Distributed
Control

Self Organization:
“systems blindness”
Distributed
Knowledge
Distributed
Control

Symptoms of Organizational Risk Being Present
“It’s good enough. Why
do we need to change it?”
“That’s nice, but we’re
not going to do that.”
“Why weren’t we informed
of this research in the first
place?”
Silence or can’t get on
stakeholder’s calendar.

Self Organization:
“system immune response”“systems blindness”
Distributed
Knowledge
Distributed
Control

PROBLEM SPACE SOLUTION SPACESYSTEM SPACE

PROBLEM SPACE SOLUTION SPACESYSTEM SPACE
Survey Scope

• Rich Picture Method
• Concept Map
• Actor Map
• Cause & Effect Diagram
• Iceberg Model
Surveying
THE SYSTEM

Rich Pictures + Iceberg Model
Image source: Colin Bate, CanUX 2009, https://www.flickr.com/photos/rhuvok/4101726752

• System Map
• Context Diagram
• Circles of Influence Map
• Stakeholder Analysis
Scoping
THE SYSTEM

Circle of Control
Able to take direct action
Circle of Concern
Able to monitor & respond to actions
Circle of Influence
Able to advocate or recommend actions
Circles of Influence Map

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1. Designing In Complexity Julie Guinn

2. DESIGN 4.0 Social Transformation Design DESIGN 3.0 Organization Transformation Design DESIGN 2.0 Product & Service Design DESIGN 1.0 Traditional Design Small Messes Product & Service Messes Organizational Messes Societal Messes

3. Make it easier for physicians to keep their online profiles up to date. Get feedback on an idea to fill prescriptions during on- site doctor visits. Look for opportunities to save time in our Urgent Care patient flow. Improve the design of clinical trial patient data forms— they’re hard to read!

6. DESIGN 4.0 Social Transformation Design DESIGN 3.0 Organization Transformation Design DESIGN 2.0 Product & Service Design DESIGN 1.0 Traditional Design Small Messes Product & Service Messes Organizational Messes Societal Messes

7. Complex Adaptive Systems

8. System: An interconnected set of elements that is coherently organized in a way that achieves something.

9. System: Elements Connections Purpose product, outcome, achievement… relationships, flows, exchanges… people, objects, organizations, concepts…

10. System: Elements Connections Purpose Boundary product, outcome, achievement… relationships, flows, exchanges… people, objects, organizations, concepts… spatial, temporal, functional…

11. Complex Adaptive System: Elements Connections Purpose Boundary

12. Complex Adaptive System: Elements Connections Purpose Boundary multiple & potentially conflicting highly interconnected & interdependent numerous & diverse fuzzy, permeable & deeply nested

13. Properties: Emergence Non-Linearity Adaptation Feedback Loops

14. Properties: Emergence Non-Linearity Adaptation Feedback Loops facilitative & participatory customized & iterative holistic & inclusive observant & responsive SYSTEMS DESIGN PRINCIPLES

15. Self Organization: A process whereby global order arises from the local interactions of lower-level parts, rather than being imposed by external agents.

16. Self Organization: Distributed Knowledge Distributed Control

17. Self Organization: “systems blindness” Distributed Knowledge Distributed Control

18.

19. Self Organization: “systems blindness” Distributed Knowledge Distributed Control

20. Types of Risk in Service Implementation

21. Symptoms of Organizational Risk Being Present “It’s good enough. Why do we need to change it?” “That’s nice, but we’re not going to do that.” “Why weren’t we informed of this research in the first place?” Silence or can’t get on stakeholder’s calendar.

22. Self Organization: “system immune response”“systems blindness” Distributed Knowledge Distributed Control

23. The Brief The Reality

24. The Brief The Reality

25. PROBLEM SPACE SOLUTION SPACESYSTEM SPACE

26. PROBLEM SPACE SOLUTION SPACESYSTEM SPACE Survey Scope

27. • Rich Picture Method • Concept Map • Actor Map • Cause & Effect Diagram • Iceberg Model Surveying THE SYSTEM

28. Rich Pictures + Iceberg Model Image source: Colin Bate, CanUX 2009, https://www.flickr.com/photos/rhuvok/4101726752

29. • System Map • Context Diagram • Circles of Influence Map • Stakeholder Analysis Scoping THE SYSTEM

30. Circle of Control Able to take direct action Circle of Concern Able to monitor & respond to actions Circle of Influence Able to advocate or recommend actions Circles of Influence Map

31.

32. Make it easier for physicians to keep their online profiles up to date. Get feedback on an idea to fill prescriptions during on- site doctor visits. Look for opportunities to save time in our Urgent Care patient flow. Improve the design of clinical trial patient data forms— they’re hard to read! Pivoted to new idea Made smaller-scale improvement Moved idea to “v2” Made smaller-scale improvement

33. Designing In Complexity Julie Guinn spite of

Designing in Complexity | Julie Guinn | Elsevier

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