Wednesday, 4 March 2009

a holistic view for (service) design team

image from Boxes and Arrows

After reading Joseph Selbie's post 'Bring Holistic Awareness to Your Design' on Boxes and Arrows, I quickly made this graph here and start to wonder what is a holistic view for Serivce Design team? What's interesting is that in Joseph devide the role in the design team as Stakeholder Champion, Project Manager, Busines Analyst, User Representatives, UI Developer, Programming Lead. Although Joseph is talking about using user-central approach in web designing, I can instently see characters being reflected in many other design practice that uses a user-central approach...

What in fact bugs me a bit is the right corner circle, and I wonder if that is more of the role that service designer will play as facilitator/navigator rather than as a technology expert. But then I add on 'tool' here... in many cases service designers act as the observer or the researcher using enthnographic tools, but they also act as visual tool creator as well, eh, well that kind of fit back into the facilitator's role, isn't it? I am a bit confused here, and wonder if any of you guys has an oppinon on it?

If we step back and have a look at the 'holistic picture', we might be able to get a sense of the wholeness of all three parties. This model can be an interesting starting point to interpret the dynamic roles of people who are involved in a design project - that many of them play multiple roles at different stage or even simultaneousluy. Whomever is involved in a process at a certain stage is there for a reason, they either has certain knowledge, skill or technique to contribute, or can be benefited from the participation. Design process is often an intensive knowledge exchange, even knowledge integrating process where designer often achieve a certain level of 'inaugurative learning' (Jevnaker, 1993) with the client. So in Service Design, firstly, what is the definition of a design team? What do service designers benefit when people are involved in a project? How they make the decisions of when certain stakeholders should be getting on board, when to leave them aside? What communication techniques are used if team members come from a different background and has different purpose to join the project?