00:00:04
i think you're all ready
00:00:05
for the first speaker
00:00:09
the first one is sarah joseph burke
00:00:12
and she's actually she has been a
00:00:15
service designer
00:00:16
for 15 years at the nhs the national
00:00:19
health service from the uk and she will
00:00:23
talk about
00:00:24
how you can manage your position as a
00:00:27
service designer
00:00:28
in an organization that is maybe not
00:00:31
used to
00:00:32
working with service designers so i'm
00:00:34
very curious about that
00:00:36
uh at the moment she's working at an
00:00:39
agency which is called love by design
00:00:41
also in the uk so i would be happy
00:00:45
to get her on stage if she
00:00:48
is ready for that as well
00:00:53
i'm seeing some messages in our
00:00:56
backstage chat that we are still looking
00:00:59
for her
00:01:08
yes i think we are still
00:01:11
trying to connect with her in our
00:01:15
backstage chat
00:01:22
okay shall we do a little q a with
00:01:25
herself david are there any
00:01:29
particular talks that you're looking
00:01:31
forward to today stina
00:01:32
yes i am actually the first one i'm
00:01:35
really interested in because i noticed
00:01:37
that we
00:01:38
are more and more also moving into
00:01:42
organizations that are maybe not used to
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really implementing uh design in their
00:01:50
workflow and that we as service
00:01:52
designers get a very
00:01:54
important role in that they were often
00:01:57
training
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um clients as well and i see a big
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future for us so i'm super curious to
00:02:04
which struggles she had to overcome
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and i'm sure we can learn from that yep
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what about you um well one thing i am
00:02:13
looking forward to as well the
00:02:14
the ten years of uh service design jams
00:02:17
i think it shows
00:02:18
how much history there is to uh to
00:02:20
service design
00:02:22
um and i think it has evolved over the
00:02:24
years and i'm sure
00:02:25
marcus and adam will be able to tell us
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a lot about
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the evolution in the last 10 years um
00:02:33
let's have a
00:02:34
quick look to see if our speaker is
00:02:36
ready
00:02:39
sarah are you there
00:02:43
not yet okay
00:02:52
what are what do you think our biggest
00:02:54
challenges would be david
00:02:56
during this online um conference what
00:02:59
will you miss the most
00:03:01
compared to a live stream apart from the
00:03:03
challenge we we have at the moment
00:03:05
yeah i mean i think it's the the
00:03:07
interaction of course
00:03:09
um the chats in between when having
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coffee but i'm also looking really
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forward to how
00:03:13
the brella tool is gonna fill that that
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hole
00:03:17
from a physical conference i've had my
00:03:20
first
00:03:20
uh requests already to to meet up
00:03:23
and to have chats um so i really look
00:03:26
forward to seeing how that works i think
00:03:27
it's interesting to have the
00:03:29
the one-on-one interaction through
00:03:31
brella which is something i really enjoy
00:03:33
at the real conferences
00:03:34
how about you yeah i also already got
00:03:37
some meeting
00:03:38
requests i didn't manage to uh to reply
00:03:40
them
00:03:41
yet but maybe it's something to
00:03:43
encourage to everyone
00:03:45
you can tell
00:03:48
people what you would like to talk about
00:03:50
using umbrella tool
00:03:51
and then please try to connect to people
00:03:55
that you maybe
00:03:57
haven't spoken to before can be a an
00:04:00
interesting uh
00:04:01
challenge for everyone to try at least
00:04:03
once
00:04:04
to uh to connect with someone indeed
00:04:08
so one way here i'm gonna take the
00:04:11
opportunity to also say thank you to the
00:04:13
entire organization team
00:04:16
especially jasmine i know you've done a
00:04:19
lot of work to
00:04:20
get us online here at the same time all
00:04:23
interacting with each other i think
00:04:26
that's a good
00:04:27
great job and thank you very much for
00:04:29
that
00:04:32
have a quick peek still some technical
00:04:36
issues going on
00:04:38
on her end maybe already a question to
00:04:42
the audience
00:04:43
uh who dares to use the q a
00:04:46
section first how about immediately
00:04:49
asking us
00:04:50
a question and then we can see how it
00:04:53
will
00:04:54
work for the talks the upcoming talks
00:04:57
yes
00:04:57
what is a question you want to ask the
00:04:59
service design community at large
00:05:11
i think one interesting question from my
00:05:14
end is
00:05:14
yeah the interacting with people
00:05:17
physically is so
00:05:19
important in service design and
00:05:20
communicating bringing people together
00:05:23
um we're seeing that it works really
00:05:26
well
00:05:26
using online tools like miro and mural
00:05:30
um i'm wondering what are your
00:05:33
wonderful insights what's working better
00:05:35
today than it was
00:05:38
before the the online days
00:05:43
oh i see some questions popping up
00:05:47
the first one is how long have you been
00:05:49
doing the podcast
00:05:52
that's been almost five years i think by
00:05:54
now
00:05:55
yeah is it yes and we've been
00:05:59
i think almost at five conferences uh
00:06:01
walking around with our microphones
00:06:03
so it's been some time always the most
00:06:06
most frequent but
00:06:08
it's been five years yeah
00:06:11
i see a another question what metrics
00:06:15
outcomes are important to senior leaders
00:06:18
from service designers who i think
00:06:21
that's the question we need to ask
00:06:23
the speaker
00:06:26
interesting question i also see some of
00:06:28
you found the upvoting
00:06:30
function which is really nice could we
00:06:33
have can have this uh
00:06:35
test before the real talk
00:06:41
any other questions coming in stina
00:06:45
let me check
00:06:56
we have
00:07:00
people asking what chances are we will
00:07:03
be having
00:07:04
um live conference in denmark
00:07:08
next year let's hope we can
00:07:11
i think yeah if we all work hard at the
00:07:14
moment and
00:07:16
keep things from escalating
00:07:20
that's very hopeful that the conference
00:07:22
can go on indeed
00:07:30
i see also a question
00:07:34
which is about any tips for students who
00:07:37
are
00:07:37
here i think it's great if you manage to
00:07:39
join as a student
00:07:42
one tip for students if you don't know
00:07:44
them yet but maybe for
00:07:45
everyone as well in the community is to
00:07:49
check if there are any local chapters in
00:07:52
your neighborhood people who will be
00:07:55
organizing
00:07:56
events we also host the belgian one
00:08:00
together with some other agencies
00:08:02
and i can say there that there's always
00:08:04
some
00:08:05
super interesting um
00:08:08
interactions going on i see that
00:08:11
our speaker is there so sarah people
00:08:14
around the world
00:08:15
give a big round of applause for sarah
00:08:19
welcome sarah thank you guys i'm really
00:08:22
sorry i mean australia in a quarantine
00:08:25
hotel as we
00:08:26
speak i've had no sleep so please excuse
00:08:29
me as i share
00:08:30
my slides with you
00:08:42
on this one okay
00:08:50
sorry so can everybody see
00:08:59
i'll just keep going yeah good thank you
00:09:02
for letting me know
00:09:04
um so i wanted to call this talk
00:09:08
um really very much um
00:09:11
patience inspiring me and sparking
00:09:14
change
00:09:14
in me and i'll preface the talk by
00:09:16
saying that
00:09:18
essentially i'm not with the nhs anymore
00:09:20
and that this is all
00:09:22
just my observations and my work within
00:09:25
this particular setting so to introduce
00:09:28
myself
00:09:30
my name is sarah and before i became a
00:09:33
service designer
00:09:34
i worked in mental health for about 15
00:09:37
years
00:09:38
and this was really really important for
00:09:40
me because what it did was
00:09:42
it enabled me to work with the whole
00:09:45
person
00:09:46
and really know how important that
00:09:48
person was to any kind
00:09:50
of change process so as an occupational
00:09:53
therapist you were never just
00:09:54
interested in one thing and people were
00:09:57
really complicated and that gave me a
00:09:59
real
00:09:59
interest in how we could make services
00:10:02
better that would meet their needs
00:10:05
and then what happened was in 2015 i was
00:10:08
diagnosed with breast cancer
00:10:10
and i share this slide because this was
00:10:12
so important in my life
00:10:14
because this was a time when for the
00:10:16
first time i needed
00:10:18
all those parts of the service to work
00:10:19
for me and i had never been a patient in
00:10:22
this way before
00:10:23
and really that was a fundamental shift
00:10:25
that put me on the other side of an
00:10:27
experience
00:10:29
um and i think yeah was really important
00:10:32
in building empathy and connecting
00:10:34
so i came back to london and i saw
00:10:38
i started to sort of think about service
00:10:40
design i started to think about how
00:10:42
could i use my experience
00:10:44
to help make things better for people
00:10:47
and i came across this role
00:10:49
as a macmillan patient experience and
00:10:52
user involvement lead and i thought
00:10:54
that's great
00:10:55
i'm gonna do co-production and co-design
00:10:58
and be the service designer i want to be
00:11:01
i started a masters i was like
00:11:03
ready to sort of change the world
00:11:07
but i think the thing that i came across
00:11:09
when i
00:11:10
was part of the nhs was very much
00:11:14
um that the way that it works is that
00:11:17
we're all kind of
00:11:18
trying to hold the system up and stop it
00:11:21
from failing
00:11:22
and we're really busy just doing this
00:11:24
and sometimes we're pushing against each
00:11:26
other
00:11:26
and it's it's takes so much momentum to
00:11:29
keep
00:11:30
things going within the nhs that
00:11:32
sometimes it's quite difficult
00:11:34
to be transformational or have this
00:11:36
change
00:11:37
or work with patients in the way
00:11:39
sometimes we'd like to
00:11:44
so i'd like to introduce you to business
00:11:47
as usual
00:11:48
with covered masks so
00:11:52
essentially every year there's a
00:11:55
there's a need for patient information
00:11:57
and the best
00:11:58
format we have for that currently that
00:12:00
exists still
00:12:01
even to this day is leaflets so
00:12:04
you'll get an a sort of top-down thing
00:12:07
about patient information
00:12:08
and then what will happen is a nurse who
00:12:11
maybe doesn't have
00:12:13
design skills doesn't really do graphic
00:12:15
design will be charged with
00:12:17
you know getting some patients together
00:12:19
and really kind of like reviewing this
00:12:21
leaflet and making it the best leaflet
00:12:24
it can be
00:12:25
so the question becomes do you like it
00:12:28
does it make sense you might sense check
00:12:30
it with patience
00:12:31
and you'll get people in or now probably
00:12:34
via email
00:12:35
you'll get whoever you can and you'll
00:12:37
try and find the right people to review
00:12:39
it
00:12:39
but the thing is there's a time pressure
00:12:41
on this and you need to get it done
00:12:44
and so what ends up happening inevitably
00:12:47
is we've made the best leaflet we could
00:12:50
make
00:12:51
but it's not really addressing the
00:12:53
underlying needs of the patient
00:12:55
and we didn't have really the space or
00:12:57
room to go there
00:12:58
so we did the best we could and the
00:13:01
issue with this is that ultimately the
00:13:04
system
00:13:05
then produces a result that doesn't
00:13:08
necessarily
00:13:09
lead to a really great patient
00:13:11
experience or improved satisfaction with
00:13:13
the service
00:13:15
we've made the leaflet the goal has been
00:13:17
achieved but have we actually done
00:13:19
something
00:13:20
that really has an impact
00:13:23
so we all know the answer to the
00:13:25
question and the answer is
00:13:28
the ideal state is putting the patient
00:13:31
in the center of everything we do
00:13:33
and trying to make these meaningful
00:13:36
opportunities
00:13:37
to exist for them so that we're able to
00:13:39
kind of work with them
00:13:41
and really work together to create this
00:13:43
change
00:13:44
so why or what sort of stops it from
00:13:46
happening like i know people really want
00:13:49
to
00:13:49
and the desire is there and everyone's
00:13:51
doing the best they can
00:13:53
so one of the issues is that patient
00:13:56
x needs to fit inside our nhs box and by
00:14:00
that i'm talking about a system i'm not
00:14:02
even just talking about
00:14:04
you know the structures we have in place
00:14:06
the things that kind of
00:14:08
are holding people and the roles that
00:14:09
we've created for patients
00:14:11
so if something is running from nine to
00:14:14
five that might be difficult
00:14:16
for someone else to get to we may have
00:14:18
another opportunity on a project but
00:14:20
it's very much
00:14:21
measured by what what we get told to do
00:14:25
and what a patient needs to sort of fit
00:14:27
into when we try our best to make that
00:14:30
work
00:14:32
so when it came to staff and people
00:14:35
wanting to do
00:14:37
beyond just getting feedback to actually
00:14:40
do co-production
00:14:41
they'd say it's a good idea we should i
00:14:44
certainly would like to do it
00:14:46
but i couldn't do it right now and that
00:14:48
was you know due to a lack of time
00:14:50
skills confidence
00:14:52
lots of things just not having had that
00:14:54
input and training
00:14:56
so my question became how might we
00:14:58
support better collaboration between
00:15:00
staff
00:15:01
and cancer patients and i really thought
00:15:04
this was quite radical and i wanted to
00:15:07
be a revolutionary
00:15:09
so my question became how can you start
00:15:11
a revolution on the inside and
00:15:13
it was by doing things like believing
00:15:16
that each project i did
00:15:18
had to sort of be a mini revolution and
00:15:20
had to bring people along
00:15:22
and really kind of involve them as much
00:15:24
as possible in that process
00:15:27
in order to get their trust and in order
00:15:29
to sort of try something different
00:15:31
which wasn't currently happening and my
00:15:34
secret weapon in the fight
00:15:37
is emma and patients like emma who was
00:15:40
a cancer patient he is a cancer patient
00:15:42
user researcher
00:15:43
and in my opinion an all-round superhero
00:15:47
so um emma had i'm just going to go to
00:15:51
my other screen because basically emma
00:15:53
reflected on some of her
00:15:56
on some of her journey and i think
00:15:57
that's really important
00:15:59
um so i'm going to quote emma when i'm
00:16:01
reading this out because these are her
00:16:03
words i think they're important
00:16:05
i'd never done anything liked it before
00:16:07
or worked in the nhs
00:16:09
in any capacity i was hearing about
00:16:11
acronyms
00:16:12
steering groups and boards that i hadn't
00:16:14
the foggiest
00:16:16
and would just nod along so it was quite
00:16:18
nerve-wracking but also exciting
00:16:20
especially watching the map go from a
00:16:22
template to a real thing
00:16:24
and slowly fill up describing it to
00:16:27
patients and their support net
00:16:29
systems as a means of getting direct
00:16:31
feedback
00:16:32
and improving involvement of young
00:16:34
people was what convinced
00:16:36
those who are unsure to take a look and
00:16:38
give their feedback
00:16:40
it showed me just how much people wanted
00:16:42
to help the nhs
00:16:43
and future patients finding out that i
00:16:46
was one of them had a similar effect on
00:16:49
encouraging them
00:16:50
to take part
00:16:55
so on reflection emma did begin the
00:16:59
workshops feeling overwhelmed like an
00:17:01
imposter
00:17:02
and we did have a lot of conversations
00:17:04
and i will say we were learning on the
00:17:06
job
00:17:07
i this role had been created as a
00:17:09
service
00:17:10
to be a sort of a user researcher
00:17:12
specifically for her where a role did
00:17:14
not
00:17:15
exist and sort of trying to figure out
00:17:17
what support was needed and the
00:17:18
expectations was really important
00:17:21
when doing co-design or when bringing
00:17:23
emma in to co-facilitate and do things
00:17:25
we also had to address the power dynamic
00:17:27
we had to talk about what i was what she
00:17:30
was like what we all brought
00:17:32
and i think that made it easier and she
00:17:34
did tell me that she felt
00:17:36
safe speaking to me about stuff because
00:17:38
in a way i had that lived experience
00:17:40
so she could feel like i would get it if
00:17:43
she said she was tired because we both
00:17:45
knew what chemo tired meant
00:17:47
so i'm going to talk through some
00:17:49
strategies that worked
00:17:52
and what i think about service design
00:17:54
tools and the magic that they can
00:17:55
actually help
00:17:56
create in terms of flattening things and
00:17:59
helping people to get involved
00:18:01
so i truly believe that it's a mentality
00:18:05
that patients our partners and patients
00:18:07
are the boss
00:18:08
that if we think of people like that we
00:18:10
treat them with deference and we ask and
00:18:12
we involve and we get feedback and input
00:18:15
i there were some examples of this
00:18:17
through things we did so at one point i
00:18:20
was working with a patient
00:18:21
who could no longer communicate but was
00:18:23
so involved in the project
00:18:25
and it was his lifeline so what we did
00:18:27
when we were creating this
00:18:28
toolkit for the service was you know
00:18:31
made sure i had a weekly catch-up with
00:18:33
him
00:18:34
we had a comment section in a google
00:18:35
slide that we did together
00:18:37
and i always made sure that i brought
00:18:38
him in and kept involving him
00:18:40
in whatever capacity he could be the
00:18:43
other part of that is
00:18:45
something i started doing with around
00:18:47
patient transcripts called ipa
00:18:49
which is interpretive for
00:18:51
phenomenological anal
00:18:53
analysis not a beer so basically ipa is
00:18:56
great because what you do
00:18:58
is you look at a transcript that you've
00:19:00
got and i would give it back to patients
00:19:02
and i'd say is there anything missing
00:19:04
from this story
00:19:05
did i get it down right is this what you
00:19:07
do and
00:19:08
something really powerful started
00:19:10
happening when people were reading their
00:19:12
stories and giving me feedback actually
00:19:14
no sarah
00:19:15
i think this is the main point that was
00:19:17
really important to me in all of this
00:19:18
or it was really amazing reading myself
00:19:21
back
00:19:22
in this way it felt really powerful like
00:19:24
people could put something in a place
00:19:27
always bring patients into the room
00:19:30
so video is really important especially
00:19:33
now in times of covert
00:19:35
it's so important to just make sure that
00:19:37
the patient can always be there
00:19:39
even if they can't physically be there
00:19:41
you can bring them in
00:19:42
discovery workshops i said co-design
00:19:45
them deliver them with patients
00:19:47
alongside you and give people the chance
00:19:50
to lead and also
00:19:52
really important for siloed
00:19:53
organizations is to map out an entire
00:19:56
journey which
00:19:57
people don't only know their section of
00:19:59
the journey and they don't often know
00:20:01
what those problems are and it's great
00:20:03
when patients and staff both see sort of
00:20:06
similar experiences or similar needs
00:20:09
it's really great for collaboration
00:20:11
so in the end what came out of this was
00:20:14
our patient
00:20:15
collaboration toolkit which we
00:20:18
created and put up on the nhs system so
00:20:21
it can be accessed and used
00:20:23
by other nhs patient involvement teams
00:20:26
and what's great is it's in a language
00:20:29
and a way
00:20:29
and was co-designed with staff and
00:20:32
patients
00:20:33
so it makes sense to them and can be
00:20:36
changed and altered by others
00:20:38
and finally i ask that you all
00:20:42
maybe get rid of the box altogether like
00:20:45
my dream for this future
00:20:47
in terms of sparking changes that you
00:20:49
know we move from assets to action
00:20:51
and that we become revolutionaries and
00:20:54
find ways to remove these boxes because
00:20:57
that is the way the system will change
00:20:58
and i really believe that's
00:21:00
how we move forward and finally how we
00:21:02
spark change
00:21:04
thank you
00:21:09
that's for later thank you uh sarah that
00:21:12
was a
00:21:12
really interesting and look forward to
00:21:14
asking you questions about this
00:21:16
in the q a
