Ella Walding won the Service Design student award for her graduation project at the Royal Collage of Art in London. Together with the government of Malta she developed a set of Service Design tools aimed to create change in an organisation. These tools can be found at servizz.gov.mt
After her studies Ella started working as a service designer at Innovation Unit.
Most surprising insight
What we thought was very remarkable was that a student like a Ella was already involved it these big organisation changes. She co-created a strategy for the government of Malta. She was dealing with cultural change in a complex big organisation and she managed to have the organisation measure customer experience data all over the organisation.
This show us that Service Design education is reaching a very high level. Skills that we normally only learn after years of experience were already practiced here. That’s great to see!
What we learned
One part of Ella’s project was designing a performance measure. The succes parameters were co-created with all levels of the organisation. This meant everyone adopted them and saw them as a goal to achieve with everyone together. We learned that co-creating the data that will be measured to improve customer experience is a great way of defining a shared goal to work towards as an organisation.
A behind the scene story
We saw Ella’s award winners presentation at the Global Service Design conference in Madrid and noticed with what a confidence she was standing on the stage in front of about 1000 people! When she told us she had a bachelor in Drama we knew were this stage presence came from :)