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[SOLD OUT] The Pinball Game

  • Barbican Centre Silk St, Barbican, London EC2Y 8DS London United Kingdom (map)

About the session

Some concepts are great in theory but don’t stand a chance in practice. “The Pinball Game” is a workshop that enables service designers to go from abstract to action by addressing the organisational traits impacting concepts' chances of successful implementation. The failure to get traction within organisations often comes down to a lack of understanding of the structures, politics, processes, constraints and personalities that come into play beyond the ideation phase. The Pinball Game helps service designers to gain empathetic insight for the organisation. The result is a visual way to explore the organisational landscape that concepts have to survive in from launch to deployment. Since its inception at the global Service Design Conference in 2018, the game has been played with national governments, telecommunications giants, local authority innovation platforms, leading creative agencies and multi-national consumer brands. Taking a gamified approach has depersonalised the organisational obstacles facilitating open discussions between and with stakeholders. By bringing a systemic approach to the game it has improved the organisation's capacity to implement concepts. Participants are tasked with mapping the organisational and stakeholder landscape as if designing a Pinball experience. Who in the organisation are the "Plungers": involved in launching the concept? Who are the "Bumpers": capable of pushing the concept down? Who are the "Slingshots": able to propel the concept upwards? Armed with this insight, engagement activities are designed that address key traits. Organisations become better prepared for concepts and concepts become better prepared for organisations. It's time to play!

Key learnings

The Pinball Game is a design tool to improve service design practice. At the end of the session participants are provided with a workshop-kit, high resolution templates and a step-by-step guide so that they can use The Pinball Game in their projects. Key takeaways include the ability to:

1) Understand the environment and plan for implementation by identifying barriers in order to derive options for action

2) Shift the conversation from good/bad ideas to constraints of the organisation as a system and initiate a learning process to increase the organisation’s implementation maturity

3) Apply a systemic approach to the practice of developing an organisation ́s capacity to implement service design concepts.

About the speaker

The Service Design Studio: Investigating, co-designing and delivering transformative product-service systems that provide industry leading participant experiences.

Working in the Nordics, Australia and UK with globally recognised brands including; Nissan, Tesco, Husqvarna, Volvo, Danone, British Airways, BHP Billiton and The Liberal Democratic Party.

Specialist in Business Model Innovation, Automation, Digitalisation, Personalisation, Industry 4.0 and Industrial IoT. Sector experience: Manufacturing, Retail, Construction, Finance, IT, Mobility, Aviation, Insurance, Mining, Public, FMCG, Telecoms, Fashion.


This session has sold out but you can still book your day pass for Friday 25.10. You will be asked to pick 5 sessions of your choice for the day.