2–5 February 2021


Short Paper

Practice Notes on designing for change


Presenting Author(s): Lisa Overton
03 February 2021

Please be aware that multiple presentations will take place during this session commencing at 10:30AM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

Service Design Projects often require organisations to undergo significant changes in the way they operate. The conditions driving this need for change often create an environment where those people required to undergo it have the least capacity for that change, impeding the implementation of re-designed services. Applying a designerly approach to people’s capacity to engage with change offers a unique way to overcome these barriers. These practice notes identify ways design interventions including compassion practices might help organisations engage successfully in a change process.

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Lisa Overton
Lisa Overton
RMIT University

Lisa has been working in Product and Service Innovation for over 20 years across Telecommunications, Digital Media, Education and Government sectors. She has been part of several shifting work practices, and moved into Service Design as a way of addressing shortalls in the way organisations allowed for human factors within their service ecosystems. She is currently undertaking a PhD (Design) at RMIT University, examining the ways in which design can be used to help organisations change the way they operate to be more human-centric.