MEZZANINE 55 WENTWORTH AVENUE KINGSTON | PO BOX 5249 KINGSTON ACT 2604

P +61 2 6282 8852 F +61 2 6282 8832 www.thinkplace.com.au

LEVEL 13 EQUINOX HOUSE 111 THE TERRACE WELLINGTON

P +64 021 689 848 jim.scully@thinkplace.co.nz

P +64 022 043 0821 leslie.tergas@thinkplace.co.nz

www.thinkplace.co.nz

Design-led Innovation

for the Public Sector

www. th inkp lace .co .nz

Leve l 13 Equ inox House 111 The Ter race Wel l i ng ton 6040

CANBERRA | SYDNEY | WELLINGTON

Jim Scully, New Zealand

Russ Gaskin, Washington DC

ThinkPlace is a strategic design consultancy that specialises in

transforming complex systems that deliver public value, to be more

efficient and work better for people and society.

We do this by integrating design thinking, systems thinking, human

insight mining and innovation practice.

CoCreative helps diverse groups of people solve tough problems

together. By positively leveraging deep values tensions, our corporate,

public sector and non-profit clients realize innovation and sustainable

solutions to complex societal challenges in the areas of food, health,

education, and economy.

Who we are!

Sustainable value

THE THINKPLACE FOUNDATION APPLIES DESIGN THINKING TO MAKE A POSITIVE IMPACT TO COMMUNITIES AND THE PLANET

We provide strategic design, service design and design capability building to philanthropic projects that are:

Systemic in scope

Innovative In concept

High-impact For beneficiary communities

High-integrity in vision and execution

Mostly, we do this by providing services to partner organisations. Sometimes, we do this by running our own projects.

Our work We source our expertise from ThinkPlace and carefully chosen associates. Everyone on a Foundation project:

Our people

Through Foundation work, we enrich our people and give them opportunities to make an impact on communities and the planet.

Brings to Foundation projects…

•  Top notch skills •  High integrity •  Confident execution •  A passion for

contribution

Can expect to be…

•  Safe •  Supported •  Empowered •  Informed

We work with partners to extend and intensify impact – both ours and theirs. Our partners:

Our partners

Our partnership model allows for both long-term/strategic and short-term/project-based partnerships.

Will be…

•  Mission-driven •  Strongly led •  High integrity •  Well-networked •  Pragmatic •  Strong execution

Can expect…

•  Stunning execution •  Strong integrity •  Powerful outputs •  A great relationship

1.  KIA ORA from New Zealand and session focus

2.  INTENT | the imperative of a focal point

3.  HOLISTIC CAPABILITY DEVELOPMENT | our experience

4.  CENTRALISED AND DECENTRALIZED | Design-led

innovation; a window on our experience

5.  DESIGN AND INNOVATION | for policy development

6.  Open discussion with those who can stay

Today!

INTENT The imperative of an innovation capability focal point

How do you stay focused and aligned?

© ThinkPlace 2012

In your experience, what is an example of an innovation that delivered impactful value? •  What was it? What kept it on track? - Reflect

•  What is one innovation imperative for UNDP?

Reflection!

HOLISTIC CAPABILITY DEVELOPMENT our experience

Innovation by Nature Innovation through nurture

Innovation: an Existing Body of Practice

Organisational capabilities are usually more suited to tinker with the current state

Those are the traditional capabilities that create stable systems that are seen to be well governed, accountable and efficient.

Innovation Impact Horizons

© ThinkPlace 2012

Operational Innovation Transformational Innovation

Focused on the improvement and evolution to improve the current operations

Focused on inventing new ways of operating, even transforming the dynamics of operation

Builds on existing services, products, business processes and business models

Creates services, products, business processes and business models that do not exist and might not even be imagined yet

The challenge can be stated in terms of a problem to address

The challenge is defined in terms of areas of opportunity for change

Output of the design process is a specification for improvement

Output of the design process is an articulation of the new future state and the interventions to create it

Fuelled by certainty and clarity; exploration within a tightly bounded area of ambiguity

Grounded experimentation within a wide area of ambiguity

Leadership to drive improvement Leadership to nurture fledgling ideas and drive the creation of new meaning

Holistic Innovation Capability Framework!

© ThinkPlace 2012

!In

nova

tion

Ena

blin

g…

Leadership & Governance • Governance for innovation is valued & intentionally developed

Skills & Expertise • Dedicated and defined innovation roles across the organisation

Environment & Infrastructure • Intentionally designed space that fuels innovation dynamic

Processes & Practices • Defined and integrated toolkit of processes, practices and techniques

Culture & Mindset • Value set is in sync and appropriate with innovation practice

Mature Organisational Conditions for Innovation  

Examples from our capability development model, where we diagnose maturity against a range of attributes. This is based on experience across multiple innovation capability developments mainly in the public value space.

An Innovation Capability Framework – Today we will focus on a sub-set!

© ThinkPlace 2012

•  Experience-based model

•  Design-led Innovation methodology

Today, we will go deep on one technique •  Polarity Thinking

•  Human-centred mindset

•  BOTH/AND mindset

An Experience-based Model for Design of Change!

© ThinkPlace 2012

STAGE I Understand policy intent

STAGE II Conduct

research and surface insights

STAGE III Generate ideas and prototypes

STAGE IV Formulate &

evaluate

STAGE V Develop

project intent

STAGE VI Research and

design

STAGE VII Specify, build

& test

STAGE VIII Evaluate the

whole change

“What do we need to make?”

Impl

emen

t the

sys

tem

cha

nge

“Make it”

DESIGN THE PROGRAM DESIGN THE PROJECTS

End

orse

Our Design-led Innovation Methodology!© ThinkPlace 2012

ThinkPlace’s design methodology with a focus on policy development.

Personas created by ThinkPlace for NZ Government Result 10, to bring deep empathy into policy and service development. The work was drawn from ethnographic research. The resulting personas, individual stories, mental models and pain points are still reasonating and being used across government agencies 14 months after development. Used with permission of Result 10, Department of Internal Affairs, New Zealand.

Part of a set of customer journeys created by ThinkPlace for Australian Government, Department of Human Services. This was initially used to help realign multiple project streams in a large transformation programme to the orginal intent which focused on a positive shift in citizen experience. It has been used in numerous other ways to ‘make real’ the human experience. Used with permission of the Department of Human Services, Australia.

Corporates

Individual Taxpayers

Family recipients

Businesses

Child support

Student loan borrowers

What the initial segments looked like…….

After a design “outside-in” exercise with the executive, what the new segment model looked like. Paradigm shift occurred, as from a citizen’s perspective, they can be in multiple segments….inside-out, outside-in!

Do we (UNDP) have a model for building a holistic and integrative innovation capability? How might we intentionally mature this capability across the globe?

Reflection!

Leveraging tensions Design-led innovation; a window on our experience Continuity and Innovation Centralised and Decentralized

Get Oxygen

Too Much Carbon Dioxide

Release Carbon Dioxide

Not Enough Oxygen

Live

Die

Anticipate and/or

Experience

Anticipate and/or

Experience Inhale Exhale and

Thrive

Innovation Angst Innovation Traction

I have to do my work AND I have to innovate!

I can use an innovative approach to do my work better

We don’t have time to think about the big picture

We cannot not think about the big picture

We need to prove human insight totally and absolutely

We recognise the power of acting on a rich insight

There are pockets of isolated innovation There is integrated innovation activity

We apply individual interventions We cohesively design new future states

We experience paralysis by analysis We think big, start small, learn fast

We debate ambitious goals Embracing ambitious goals

Continuity and Innovation

Copyright © PMA 2002 Polarity Map ™ 29

RESILIENT INNOVATION

FIXES THAT FAIL

Continuity Transformation and

Stability Core Values Tap past and present wisdom

New energy and direction Creativity Tap new wisdom

Stagnation Loss of energy Missed opportunities

Lose continuity Lose core values Foolish risk

Copyright © PMA 2002 Polarity Map ™ 30

Sustainable, Agile Enterprise

Failing Enterprise

Decentralised Centralised and

Speed Adaptability Responsiveness

Silos High costs Redundancies

Slow Bureaucracy Poor responsiveness

Coordination Efficiencies Economies of scale

DESIGN AND INNOVATION for policy development

There are many cases where government’s and development organisation’s intended

policy did not achieve what was intended or the policy had unintended damaging

consequences

Policy plays out in complex systems spanning society, the economy and the

physical environment.

When governments develop policy they are intending to change that complex system in

some way.

Policy prototype examples to talk through!

•  Personas and pain points for Nzers •  No individual tax return required •  Co-design with vulnerable families •  Corporate tax walkthrough •  Review of an existing system •  Chronic and Mental illness •  Plus others

Reflection!

What one thing that we have shared most intrigues you and why?

MEZZANINE 55 WENTWORTH AVENUE KINGSTON | PO BOX 5249 KINGSTON ACT 2604

P +61 2 6282 8852 F +61 2 6282 8832 www.thinkplace.com.au

LEVEL 13 EQUINOX HOUSE 111 THE TERRACE WELLINGTON

P +64 021 689 848 jim.scully@thinkplace.co.nz

P +64 022 043 0821 leslie.tergas@thinkplace.co.nz

www.thinkplace.co.nz