Soft Service Design: Interventions in Complex Social Determinants

Peter Jones Design for Care, Service Design, Social Systems Design

Design for Health (2017) Design for Health – Published by Routledge May 2017,   Edited by Emmanuel Tsekleves and Rachel Cooper (Editorial overview of book and chapters) Chapter 3:  Soft Service Design around the Envelope of Healthcare (Peter Jones) Better alternatives to improving population health have been sought by healthcare policymakers and the front-line clinicians who see patients in everyday care settings. While public health experts and primary care clinicians recognize the significant effects on health from social determinant factors they have limited tools for addressing these causal factors in their patient’s lives. Systemic improvements to a population’s social ecology are considerable challenges from within the “envelope” of a healthcare system. The service design challenge I propose and aim to answer is that of, can we better intervene outside of and around the envelope of the healthcare system? In mental health and primary care contexts, we find that systemic factors and social determinants (such as environment, housing, social lifestyle, food accessibility) account for a significant proportion of presented conditions that are treated as mental illness. The primary care and mental health systems are …

RSD5 Symposium Proceedings

Peter Jones Social Systems Design, Systemic Design

Every year we publish the proceedings of the RSD Symposium as an Open Access online serial, following the conference, in a post-publication model allowing authors to gain feedback from participants and fold community insights into their publishable work.  The following RSD5 presentations have PDF decks, sketchnotes, and published articles now available. See the RSD5 site for papers, keynotes, and photographs. Proceedings of Relating Systems Thinking and Design (RSD5) 2016 Symposium. Toronto, Canada, October 13-15, 2016. Published by: Systemic Design Research Network        Toronto, Canada ISSN 2371-8404  Published Articles All articles and abstracts are copyright (c) 2016 by the respective authors, unless stated otherwise. Design for Public Value Philippe Beaulieu-Brossard: US SOCOM Goes Google Tareq Emtairah, Helen Avery and Khaldoon Mourad: Visioning Labs with displaced academics as a design strategy for sustainable post-conflict reconstruction Bridget Malcolm, Mieke van der Bijl-Brouwer: Developing a systemic design practice to support an Australian government regulatory agency Advanced Policy Design Nenad Rava: Designing for policy and institutional change in governance Silvia Barbero & Agnese Pallaro: Systemic Design & Policy Making: The Case of the Retrace Project Karen Ingerslev & Trine Naldal: Citizens as Co-designers: Facilitating …

Anticipatory Factors in Dialogic Design

Peter Jones Dialogic Design, Social Systems Design, Strategic Foresight

Presented at ISSS 2016, Boulder CO  July 28, 2016 Applications of the systemic practices of dialogic design (Structured Dialogic Design and it variants) have recently developed and integrated futures and foresight models as anticipatory frameworks for policy and long-term planning situations (Weigand, et al, 2014). We have identified this model of practice as collaborative foresight, reflecting the perspective from practice that futures literacy must be considered an essential complement to multi-stakeholder deliberation where complex and competing interests are considered in planning and decision making. This study proposes approaches to advancement in science and practice that integrate essential properties of collective anticipatory modelling for design decisions. Scientific principles for dialogic design have been developed and practiced over the course of nearly 50 years of developmental evolution, following Warfield’s (1986) Domain of Science Model (DoSM) and Christakis’ (2006, 2008) research extending the DoSM. One of the key principles in the DoSM refers to the recursive learning necessary to develop systemic practices, a second-order (deutero) learning process as noted in Warfield’s DoSM cycle. The standard model requires warranted claims to be evaluated from …

Rethinking “Design” in the Public Sector

Peter Jones Governance, Social Systems Design

(Edited version first published in Jan 2016 Canadian Government Executive ) Government is widely perceived as lagging and fragmented in providing integrated online services to citizens. In the meantime, people take to the Web for managing nearly every service and information requirement. We have learned to expect a high quality of customer service online, well-designed sites and experiences, and thoughtful consideration to the management of personal transactions. There is a reason why the quality of online engagement has been steadily perfected by the private sector: it is because it has put a premium on “design.” The intentional rethinking of the so-called user experience, combined with continual research into customer preferences, and evaluation of new features and design changes, has made all the difference. Amazon, Facebook, Google, and Microsoft have built their holds on the public by a constant dedication to user-centered design and service engineering. They have set a high bar for access and usability that public services must address, or risk becoming less relevant in citizen’s lives. We could say this is an emerging digital divide between customers and citizens. …