October 31st, 2018

ARENA #6 - Human Centred Organisations

Three times a year, we invite everyone to our ARENA. This is a free event packed with inspiration, learnings and hands-on action on some of the most relevant design topics of today and tomorrow. Every event we bring hot topics to the ARENA and invite two champions to talk about their expertise and experiences. Besides that, different partners bring spectacular projects to the marketplace, a place where our guests get the chance to see, explore and experience the secrets of the topic in question.

The focus of past editions were Internet of Things, AR & VR, Artificial Intelligence & Robotics, Blockchain, Education, and so on. For our 6th edition the topic was: Human Centred Organisation. This turned out to be a great success, so you can expect more topics related to our expertise as service designers in the future. If you have an interesting suggestion as a topic, don't hesitate to contact us. We would like to receive your tips! 

Our 6th edition - Human Centred Organisations

As we shifted from a product-based economy into a service-based economy, customers are more and more pampered with good services. To be successful, companies more than ever need to offer services that exceed the expectations of people. So in order to offer the best services, companies can do two things. On the one hand they can work closely together with external professionals. On the other hand, they can expand their expertise by training their own employees to think more human centred or by hiring in-house designers. To introduce and present both ways of working, we invited two international speakers who shared their knowledge. 

First we welcomed Olga Scupin to our ARENA. She is the co-founder and managing director of Fuxblau, a service design agency in Berlin, Germany. She shared her perspective of being the external design expert. She talked about the importance of empathy in the digital age and how you can make companies more empathic. By sharing her experience and some project examples, she showed how you can teach your clients to be more human centred by inviting them into the research process. If you let the client participate in user research it enriches their knowledge about how the user perceives their service. 

As our second speaker, we welcomed Kara Kane to our ARENA. Kara gave us a different perspective on Human Centred Organisation. She gave us insights in how it is like to work as an in-house designer within the government. She is the User Centred Design (UCD) community manager within GOV.UK. Her job entails three main focusses: first to help departments grow UCD capability, secondly to help designers and user researchers work better together and thirdly to support the sharing of UCD best practices across the government. 

Kara explained that it is a huge, but not impossible challenge to scale User Centred Design within such a big organisation as the UK government. By setting up and communicating 10 design principles, building a community, providing training, developing patterns, offering guidance, sharing learnings and printing posters you can invest in culture in an sustainable way. 

In case you missed something or would like to see the presentations of our champions again, we have uploaded them here

We want to thank everyone! 

Special thanks to our two lovely speakers Olga & Kara, we were honoured to invite you to our ARENA. We had a lot of positive reactions about the inspiring talks you gave and hope you enjoyed the evening as much as we did. 

Big thanks to the Buffl team for their contribution to our Marketplace. We had the chance to try out their research app and loved it. It's an easy, accessible way to test your research hypothesis quickly and ad hoc. 

We also want to thank our partner, the Cronos groep for sponsoring the event, the organising team and everyone that helped making this event possible. 

And of course, this edition wouldn't have been so great without all of you! Thank you all for joining us in the ARENA. We hope to see you all at our next edition. Subscribe to our mailing list (at the bottom on our home page) and we'll keep you up to date. 

See you next time in the ARENA!  👋



Author image

Julie Dhont

Service Designer

Julie is on a journey for a deeper understanding of both user and business needs. Never shies away from a challenge on better customer experience.