On May 23 2024, we invited Service Design expert Linn Vizard to join the conclusion day of the Leading Conversations course. During that day 3 experts offered talks and workshops for the first year Master Service Design Students.

In this article we’ll share Linn’s slide deck and a short summary of her talk.

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Linn’s slide deck

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In summary

Made with AI

This summary was written with the help of AI and was edited and shortened by the host of the event.

Inputs, outputs and outcomes

Linn emphasized the importance of differentiating between inputs, outputs, outcomes, and impacts in the design process. Inputs are the resources such as money and skills. Outputs are the tangible deliverables like prototypes. Outcomes are the direct, intended beneficial effects, while impacts are the long-term effects of these outcomes. She highlighted that outcomes are dynamic and co-created at every stage of the design process.

The different levels of design thinking

Discussing the stratification of design thinking, Linn described its application from large-scale systems to specific artifacts. She pointed out the need to balance the creation of things with the impact on human relations.

The importance of quality conversations

According to Linn, the success of service design outcomes heavily relies on the quality of conversations and relationships. She identified several types of outcomes, including improved services and better relationships, as well as organizational changes like capacity building and new perspectives.

Five tools to foster quality conversations

To foster successful conversations, Linn introduced several tools.

• User manuals help build trust within teams.
• Check-in rounds involve opening questions in meetings to ensure all voices are heard.
• Co-creative dialogue engages stakeholders in meaningful conversations.
• Stakeholder mapping strategically identifies and understands stakeholders.
• Empathy mapping helps understand user thoughts, feelings, and behaviors.

The most important shift

Linn’s talk reminded us that leading design outcomes is about more than creating artifacts; it’s about fostering conversations and building relationships.

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About Linn

Adapted with AI

This bio is based on the Linkedin bio of Linn and was reformulated with the help of AI. Additional information were added and edited by the host of the event.

Linn Vizard is a service design expert with over 10 years of experience in improving service delivery across various sectors. She has collaborated with organizations like the Toronto Public Library, Shoppers Drug Mart, and RBC Insurance.

As the founder of Made Manifest, a boutique consultancy, Linn is dedicated to enhancing services for Canadians using design thinking and innovation. Made Manifest’s clients include TELUS, Home Depot Canada, Shopify, Instacart, LifeLabs, and the City of Toronto.

Linn also shares her knowledge by speaking at global conferences and teaching at institutions such as the University of Toronto and the National College of Art and Design in Ireland.