Delivering Digital Transformation Using DesignOps

Design as a practice is undergoing a significant change within the product-service continuum in the outcome economy. Seismic shifts in the era of cognitive commuting that includes AI, Machine Learning, IoT, IoE and born in the cloud apps, means that we have to deal with increasing complexity as digital disrupts every sector, transforming the services and the products we use.

The increasingly dominant role of agile methodologies and the need to collaborate as we deliver outcomes at speed, has precipitated the emergence of Design Operations (DesignOps).

DesignOps is a way of systemizing design practices and using a new and distinct set of approaches and activities to work alongside and dovetail with DevOps (Development Operations) and BizOps (Business Operations) underpinned with ResearchOps (ResOps).

This talk will focus upon DesignOps practices and the operationalization of service design in the creation of customer-centric, omni-channel experiences as an approach for digital transformation. I will talk about the changing roles of designers in the core team (or Tribe), approaches to research and data informed strategies that create value in the business and how to use hypothesis-driven design (HDD) based on goal driven outcomes using an iterative and agile approach of “discover, define, build, test, and measure”.

This presentation will show how DesignOps can be applied to deliver impactful transformation, improve design capability and expand capacity while working at speed to significantly reduce the time to market of innovative and user-centric products and services while unlocking value in the business.

Who is Peter Fossick

Peter Fossick is a seasoned design and innovation leader, an academic and consultant specialising in service design, UX design and innovation using a range of approaches including service design, ZBD, DesignOps and Agile principles to deliver digital transformation and customer-centric experiences that unlocks value for the business in the service-product continuum. Peter has worked all over the world helping top tier corporations and organisations to transform their businesses and services.

Peter wears many different hats; he is the founder of the IXSD Academy and the Snr VP of Innovation and Design at Factotum. He is the former Service Design Program Director at IBM, a former Director of Strategic Design at Boston Consulting Group-Digital Ventures, Director at Publicis Sapient.

Peter set-up the first BFA and MFA in Service Design, and was course leader of the MDes in Design, Innovation and Management at MDX. He has been a full time lecturer at Glasgow School of Art, SCAD, Middlesex University and the Hong Kong Design Institute.

About the organizer

UXservices is a specialized user research and user experience design consulting firm, based in Istanbul, Turkey. UXservices has a global reach to latest UX and usability know-how thanks to its active role in international organizations like UXPA, UX Fellows and IAI. UXservices has credentials and experience in a wide variety of interface platforms at different industries including telco, banking, finance, retail and more.


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