FRONTIERS
Are You Being Served? The Design of Transformations
Richard Eisermann
Abstract
Today’s industries and institutions are looking to reinvent themselves. It is no longer possible to predict from the outset that problems will be solved with a new product or market offer. The right solution may lie in a new process, service, experience, system or even a new business model altogether. Designers are at the forefront of helping organisations enable these transformations. The problems are complex and require an interdisciplinary approach. The expertise to solve them no longer resides solely at the top of the organisation and the use of participatory techniques ensures all stakeholders have a say in the solution. We will explore the ways in which design is continually responding, adapting and innovating, creating the platforms and tools to support transformation, not just one-off solutions.
Richard Eisermann
Richard has worked as a designer and strategist for over 20 years. Trained as an industrial designer, his multi-faceted career has touched on all aspects of the customer experience, from both the client and the consultancy side. He has had a hand in designing everything from insulin delivery systems to high-speed train services. In 2006, he co-founded Prospect, a London-based strategic design practice, with Anja Klüver. Service innovation has been the focus of Prospect's activities to date, particularly as delivered through digital experiences.
Prior to founding Prospect, Richard was Director of Design and Innovation at the Design Council, responsible for leading design campaigns in manufacturing, technology, learning environments and design skills. The campaigns provided practical support to inspire and enable UK managers to be the best possible users of design thinking and methods worldwide.
Richard arrived in London from Italy, where he was Director of Design at Whirlpool. His work there highlighted user led innovation and made design an integral part of the strategic toolkit. Prior to white goods, he led the 35 strong IDEO design team that developed the Acela high speed train service for Amtrak. This two year project had an intense user focus that informed every strategic and tactical decision taken.
Richard has lectured at The Royal College of Art, University of the Arts London, the Rhode Island School of Design, MIT, the Istituto Europeo di Design, Milan Polytechnic and the Interaction Institute Ivrea. He has been widely published and his teams have been recipients of numerous awards, including The Smithsonian National Design Award, IDEA/Business Week Awards and design distinctions from iF Hannover, ID Magazine and The Austrian Design Council.
KEEP ME INFORMED |