Keynote Speaker Richard Buchanan at Service Design Conference 2011

Yesterday at Service Design Conference 2011 in San Francisco the closing keynote speaker Richard Buchanan was fantastic. It was interesting to hear his view that Management is a design practice and that Service design is an emergent practice, not a novelty.

He also gave the group a bit of tough love, drugs by saying; “The role of the designer is to be the facilitator not the center”, pharm and the crowd responded with applause.

Some other points include:
– Advocating design playing a key role in implementing strategy in organisations.
– Teaching managers design skills so they can synthesize
– Useful, Usable and Desirable fits in the core of management itself…
If you dont have a quality of character…. a sensitivity and care for your customer, then you have a crippled business model
– The arousal and fulfilment of expectation
– Profitability is important in a company, but not the purpose of a company, the purpose is to provide goods and services

This was the best speaker of the two days, hope you all enjoy.