Panel - Superheroes Championship
Radka Newton, Susanne Clarke, Tammi Sinha,
Rachel McAssey & Jean Mutton
Lean VS Service Design – which side are you on? Are you operations-focussed or human-centred? You may even be something in between.
Debate:
- Without people there is no process – do people need processes to create value?
- What is needed for a mind-blowing experience?
- Can excellent service be automated?
- Should it?
The panel will be chaired by Susanne Clarke. The remaining panel members will present their experiences and 'super powers' in applying Lean and Service Design methodologies.
The audience will be engaged through challenges and activities. The debate will fast-paced, entertaining, informative and probably controversial.
Many Lean practitioners have experimented with Service Design principles and vice versa. There can be some confusion about how these concepts are applied and what benefits the seemingly different approaches can bring to enhancing the end-user experience. The panel would provide an opportunity for the Lean HE community to bring Service Design concepts and methodologies into the picture and widen the service improvement opportunities through offering different viewpoints.
Service Design is gaining credence in the Lean HE community as more and more people are engaging with this relatively new approach to service enhancement. It is a term that needs demystifying and we feel that this is the right community and platform to introduce the discussion, through a review and friendly debate by expert practitioners who can each defend their preferred approach.
