November 20, 2018

PG #22 – What makes good research?

Man and woman sitting down having a discussion.

It's all about planning, participation and time.

Read all about the important ingredients of good research in the latest edition of our newsletter.

– the PG team

November 6, 2018

PG #21 – Is ‘human-centred design’ complicit in making dodgy products more palatable?

'Innovation' without ethics

Here in Australia, we've been witness to a series of shocking revelations in the finance industry through a Royal Commission into the Banking, Superannuation and Financial Services Industries.

The interim report of the commission makes for damning reading, but the executive summary sums it up pretty neatly. When answering the question, "Why do these industries behave the way they do?" (i.e. very poorly), it states that:

"the answer seems to be greed – the pursuit of short term profit at the expense of basic standards of honesty."

The community backlash has been huge, with all major banks in Australia last week reporting shrinking profits and downgrading their financial forecasts. Ethics – or the lack of – are affecting the bottom line. 

Too often, 'innovation' in the finance industry has been the realm of financial technicians and techno-fetishists; either through intentionally obscure, higher-order financial 'products', or 'solution without a problem' experiments such as the blockchain. 

The role of human-centred design in these organisations has traditionally been to help deliver a palatable experience around these innovations – using the tools and techniques of digital and service design to remove pain points and improve the user experience. 

What the Royal Commission shows, though, is that 'innovation' in these organisations has been co-opted towards short-term profit. Despite being 'human-centred', design has been complicit in making poor advice, fee for no service products, and unaffordable loans inappropriately accessible to our communities. 

So what should design do?

We think the next wave of innovation in the finance industry must be around product and service design ethics, making sure that digital services are meeting real community needs, and transforming the industry itself to be more closely connected to its customers.

Design is good at building usable experiences, and at making the complex understandable. It now needs to start thinking of innovation within financial organisations as a systems problem, to look at the ways product and service innovations happen, and to better design that process. 

Design, broadly thought of here as systems and organisation design, can help build checks and balances throughout the innovation process to ensure that financial organisations aren't just 'human-centred', but ethical. 

— the PG team

Read more in this edition of the Paper Giant newsletter.

October 23, 2018

PG #20 – Looking for solutions on energy policy

Illustration of a 'Vote for our future' ballot box

If politicians adopted a systems-thinking approach, would Australia's energy policy still be a mess? Find out our take on this in this fortnight's newsletter.

— the PG team

October 9, 2018

PG #19 – Ageing is not a problem to be solved, it is a stage of life

Photo of an elderly man

This fortnight's newsletter is curated by Matiu Bush, Design Integration Lead at Bolton Clark who uses human-centred design to transform the aged care sector. 

Here's to more listening and less guessing,

– the PG team

September 25, 2018

PG #18 – Every act of communication is an act of translation

Birds eye view of three people with flippers on, swimming in the ocean.

In this fortnight's edition of the newsletter we explore the skill of translation in all its forms.

Listening intently,

– the PG team

September 11, 2018

PG #17 – Designers educate, but not many are teachers

Circle of chairs with two men sitting discussing a paper. Three people standing together talking in the background.

For designers, understanding how people learn, and what helps lessons stick, is vital, and this edition of the newsletter is going to bust a few myths.

Enjoy!

— the PG team

August 28, 2018

PG #16 – Data visualisation is the solution to information overload

Abstract hand drawn illustration of data points

We are at a point now where big data is no longer the Next Big Thing, it's just the Thing – dive into our newsletter and see what we are reading, thinking and saying about the profound power of data this fortnight.

– the PG team

May 31, 2018

As Political as it Gets: Service Design & Social Innovation

"I’m going to get political, because I want you to get political, because the work we do is political."

Photo of Reuben Stanton speaking at Service Design Now #2

What do you think might lead to a fair, just, equal or sustainable future? Check out Paper Giant's design director and co-founder, Reuben Stanton, speaking on the important role of design in social innovation at Service Design Now #2.

November 29, 2017

Designers are Translators

Between the modes of Research, Making and Facilitation, Designers translate understanding.

Read more

September 28, 2017

‘Looking out’ to shape successful service experiences

Organisations must look beyond their industry if they are to meet and exceed customer expectations of service delivery.

Read more

 

If you're interested in working with us, just get in touch.

Email: hello@papergiant.net
Call Chris Marmo: +61 414 436 829

 

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