Managing Director of Organizational Evolution at Fjord

Shelley Evenson is an internationally recognized authority on Service Design with a focus on service systems innovation in health care, financial services, product design, and education.

She was a co-founder of the International Service Design Network. Shelley is a Managing Director for Organizational Evolution and Strategy at Fjord, part of Accenture, where she advances innovation practices and leads change and evolution initiatives by design across Fjord, Accenture, and with clients.

Previously, Shelley was a Research Manager in Design and User Experience at Facebook and a Principal User Experience Designer and Manager for Microsoft. Shelley taught courses in the business school, computer science, and design as an Associate Professor in the School of Design at Carnegie Mellon University.


Provocateurs in Designing For Change

The World Economic Forum suggests “Knowledge is the new money”. Organizations that can out-learn and out-forget the competition will lead the way. Recently, we set out to develop a group of change agents at Accenture. Through a set of learn-by-doing experiences these provocateurs we called Guides, were challenged to learn five skills that are key to Enterprise Ops. Guides learned how they could be integrated, model new behavior, and provoke others to change the way they work. The skills promote design-driven, human-centered, agile methods, alongside deep business and data fluency. Over time, practices evolve.

We used service design to craft the learning experiences, introduce the skills, and model new behavior for 90 guide provocateurs. The learn-by-doing experiences challenged existing expectations, taught us about the settings where change agents can be most successful, and created new communities that cross organizational boundaries.

This talk is for anyone interested in the role service design can play in cultural change and capability building. The audience will learn our principles for activating change, what it means to out-learn and out-forget and what we would do differently today based on our experience.

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