Integrating Systems Thinking in Service Design

R 22. oktoober 2021 kell 09:00 - 16:00

Estonian Academy of Arts • Põhja puiestee 7, 10412 Tallinn, Harju maakond, Eesti

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Many of our public sector services are stuck in the past. They are not meeting the needs of the current population and evolving situation. Even if these services have been updated in recent years, they are often still informed by old beliefs and norms that are no longer relevant or helpful. In response, service design is being looked to as an important contributor to catalyzing much needed transformation in the public sector.

This hands-on workshop will walk participants through a systemic approach to service design to support public sector transformation. In particular, participants will learn about how to become more aware of invisible social structures —such as norms, rules, roles and beliefs— and intentionally shape them within a service design process. Participants will learn a repertoire of approaches they can use to support a more systemic approach to service design to realize long-term change in the public sector.

During the workshop, participants will learn a bit of theory and then work altogether and in small groups to test out the approach on a concrete case example. This approach can be applied in both the design of new services and ongoing service system redesign processes.


Workshop will be held in English.
✓ Introductory theory on a systemic approach to service design
✓ Learn about how to work with social structures as design materials
✓ Hands-on experience with a variety of methods of shaping social structures
✓ Walking through a case example to build skills in applying this approach
✓ Personal reflection on the social structures shaping your design work
✓ Take-away methods and tools to support ongoing action and reflection


Anyone working toward systemic change in public services or wanting to deepen their skills in this area is welcome to take part. This workshop will be particularly useful for service designers, service owners and UX designers, as well as public servants with an innovation mandate. It should be noted that this is not a service design 101 workshop but rather for people looking to extend their design capabilities to work toward more structural, long-term change.


The workshop will be held by Josina Vink, Associate Professor in Service Design at the Oslo School of Architecture and Design (AHO) and Design Lead within the Center for Connected Care (C3) in Norway. Josina has over ten years of experience as a service designer working in international public sector contexts, including in Canada, the United States and Sweden. In her practice, she has developed new services, supported policy change, facilitated shifts in practices across sectors, and led social lab processes.

HOW MUCH DOES IT COST? Participating fee for the workshop is 340 euros + VAT. The fee includes coffee breaks, lunch is on your own.

The workshop is organised following all the COVID-19 safety requirements and recommendations set by the local authorities at the time of the workshop. Should the situation require the workshop to be performed online in a shorter version, organisers will issue a partial refund of registration and participation costs.

The workshop is a part of the Design Thinking Conference 2021 Scandi Special program and is co-designed by Design Minds, Miltton, Nortal, Proekspert and Estonian Design Centre.

Osta pilet

Estonian Academy of Arts • Põhja puiestee 7, 10412 Tallinn, Harju maakond, Eesti

Google Map of Põhja puiestee 7, 10412 Tallinn, Harju maakond, Eesti

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