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The "Playbook": A tool that helps teams achieve a common goal, in a shared method. A long time staple in the realm of sports and theatre, the use of playbooks have skyrocketed across other industries over the past few years. Design hasn't failed to board the playbook train, and CX, Service Design and Design thinking playbooks are appearing everywhere. Typically, they serve multiple purposes:

  • They help organisations translate strategic priorities like "Design-driven", "Customer obsession" or "Human-centric", into tangible steps everyone can take in their day to day work.
  • They align people across teams and departments on what tools to use, when to do so and how to get the most out of them.
  • They can be a powerful tool to foster the quality of design work, by showcasing and standardising best practice.

But how is a playbook different from a tool catalogue like Servicedesigntools.org? What makes one playbook better than another? And last but not least, how can one design it to drive the adoption of design tools in an organisation? This will not be a webinar discussing design tools and methods, and how to put them in a shared space in an organisation. Rather, it will be a conversation about how to drive scaling of design operations in a large scale organisation.

If you want to learn more about Livework's playbook for customer centricity, visit https://www.liveworkstudio.com/cases/cx-playbook/.
If you want to learn about the considerations that went into its creation and have questions about how to do it yourself, please attend!

Jan Koenders from Livework Studio will talk you through Livework's experience in creating playbooks in some of Livework's key accounts, how they differ and how Livework drives the adoption of the playbooks.

Bio
Jan is a senior service designer at Livework Studio and has long been responsible for Adidas, Livework's longest-lasting current account. As such, he is highly acquainted with embedding service design in large scale organisations, from shifting mindsets to designing governance structures around them. Next to that, he is highly interested in the relationships customers and organisations build in a service context and how to design experience that goes beyond the usual transactions an organisation offers.

Agenda
The event will start at 7pm BST
7:00pm - 7:05pm // Design thinking London intro
7:10pm - 7:15pm // Intro on playbooks (Slido)
7:15pm - 7:30pm // Case study
7:30pm - 7:40pm // Breakout room
7:40pm - 7:50pm // Playback, talking about breakout findings
7:50pm - 8:00pm // Q&A
8:00pm - 8:30pm // Networking

Zoom link will be published on the day

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We are sponsored by Zebra People

Zebra People are a digital recruitment agency that specialises in building digital product and service design teams. Covering all levels from junior through to director we support best-loved brands, government organisations, NFP’s, leading agencies and innovative start-ups as they grow their digital capabilities.

Committed to developing the industry we work within, Zebra People host training workshops and sponsor events across all of our key specialisms helping our network to learn and develop their skills.
We are also very proud of our annual salary survey which provides unique insights by sector, both qualitative and quantitative. Check out www.zebrapeople.com for more information

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