EuroIA
2017
Stockholm,
28-30 Sept.

 

Thursday, 28 Sept. 15:50

Experiment-Driven Service Development

Peter Boersma and Jason Mesut

45 min talk
Most of today’s successful companies are what Dave Gray and Thomas Vander Wal call “Connected Companies”: companies that are “deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time”.

Most of today’s successful companies are what Dave Gray and Thomas Vander Wal call “Connected Companies”: companies that are “deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time”.

We propose that this new way of thinking involves Experiment-Driven Service Development: a mixture of lean experimentation, service design, and systems thinking. This puts requirements on the organisation and its strategies.

From an organisational perspective, this requires having people with the right skills and attitudes executing just-enough processes or practices, as well as the right infrastructure and tools (including data!), plus an organisational structure and culture that gives teams the power to continuously improve their products and services.

The strategies that guide the teams need to be based on customer insights and the organisations’ capabilities. They have to include a clear vision and tangible illustrations of the future state, guided by a smart combination of design principles and compelling propositions for employees, customers and the organisation itself. But most importantly, they have to be grounded in a realistic organisational blueprint and supporting processes to support the change.

In this presentation, we will discuss and illustrate the elements of this way of working, highlight the challenges inherent in making the change, and how to tackle these challenges. This will inspire the audience to adapt their work environments to be able to deal with these new requirements for complexity, flexibility, and speed.

 

Peter Boersma and Jason Mesut

Peter Boersma

Peter Boersma has been a designer of complex, interactive systems for over 20 years, and he has been thinking and presenting about organising design teams almost as long. He is currently the online product manager for My Amsterdam, a system that connects citizens with local government through up-to-date status updates, contextually relevant recommendations, and self-service portals.

Peter has given presentations and taught workshops at many national and international user experience-related conferences, some of which he helped organise. He's also been the host of the Amsterdam UX Cocktail Hours since 2001.

Jason Mesut

Over the past 17 years, Jason Mesut has hired, led and managed hundreds of design and user experience practitioners. From team sizes of 2 to 40, he has worked primarily in agency and consultancy environments delivering software and services closely with his clients at various scales as they make changes to the organisation and the services they offer. Jason has been a key leader in the London UX community. He has been a local leader for IxDA London for the past 5 years, running monthly community events. His advice around portfolios, and mapping your UX shape has helped designers across the globe. He’s also keen on stoking up a good debate whatever the forum.

Scheduled on

 
14:55 - 15:40
Domain Driven Design at UK Parliament
Anya Somerville, Silver Oliver and Michael Smethurst
15:50 - 16:35
Inclusive Urban Development by Visualising the Future
Jeroen Grit and Koen Terra
Why do municipalities generally involve stakeholders in urban development projects? Because protocol dictates this needs to be part of the process. Gathered input often lacks quality and is not representative of the crowd it actually should represent. We decided this needed to change. For our work on an urban development project, we put all stakeholders first. Through both digital and physical encounters, we visualised the future.
Experiment-Driven Service Development
Peter Boersma and Jason Mesut
Most of today’s successful companies are what Dave Gray and Thomas Vander Wal call “Connected Companies”: companies that are “deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking about your company: less like a machine to be controlled, and more like a complex, dynamic system that can learn and adapt over time”.
16:35 - 17:00
Coffee break
 
17:00 - 17:45
 

 

About EuroIA

EuroIA is the leading Information Architecture (IA) and User Experience (UX) conference for Europe.

EuroIA has travelled through Europe over the years: Brussels, Barcelona, Rome, Berlin, Paris, Prague, and most recently, in Amsterdam. In 2017 will be in Stockholm for the first time. Learn more about EuroIA.

EuroIA is organised by volunteers all around Europe, with three co-chairs, an active committee and over 35 country ambassadors. Find out who is who at EuroIA.

Välkommen in Stockholm

EuroIA goes to Stockholm, the Capital of Scandinavia, one of the most connected, environmentally friendly and creative cities in the world.

EuroIA 2017 will take place at Elite Hotel Marina Tower, situated in a historic mill on the waterfront, only a few minutes from the city centre.

Elite Hotel Marina Tower Stockholm,
Saltsjöqvarns kaj 25,
131 71 Nacka,
Sweden.
+46 8 555 702 00

 

Our sponsors

The following sponsors have already committed to EuroIA 2017:


FatDUX: Headquartered in Copenhagen, Denmark, FatDUX creates innovative interactive products that improve the quality of people’s lives and improve their clients’ bottom line. These products include websites, intranets, software applications, and industrial interfaces. You’ll find FatDUX offices and representatives throughout Europe and the Americas.


User Intelligence: User Intelligence is a user experience design and evaluation collective based in Amsterdam, The Netherlands. Our consultants work on the design and evaluation of complex, interactive products and services, usually applications on websites, mobile phones, interactive TV, or desktops. We always keep the end-user in mind, without losing sight of the business context of our clients.

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EuroIA 2017 is also on Medium, Twitter, Facebook and LinkedIn. For help, ping the co-chairs Francis, Raffaella or Angus or drop us a line at info (at) euroia.org