2–5 February 2021


Short Paper

Designing blockchain based services


Presenting Author(s): Clive Grinyer
05 February 2021

Please be aware that multiple presentations will take place during this session commencing at 07:45PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

Distributed Ledgers or Blockchain-based systems have the potential to provide enablers for the development of future services. By combining deep encryption, tamper-proof transparency and secure personal data to a wide variety of services, there are great opportunities for the development of new services.

In developing new service experiences that capitalise on the potential benefits of Blockchain, there are a number of key challenges. These include:

• Emerging opportunities for services provided by blockchain
• Blockchain as an Identity Enabler
• Public perceptions and confusion about blockchain
• Issues of privacy, mistrust of data storage and possible leakage
• Design methodologies for services to guide users through new blockchain automated and frictionless experiences

This short practice-based paper presents a case study and reflects on the learnings and experience of designing services utilising blockchain technology for digital identity. The paper identifies issues and problems and provides a comprehensive review of the benefits to establish a framework for designing services around distributed ledger blockchain based services.

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Clive Grinyer
Clive Grinyer
Royal College of Art, UK

Clive is a design consultant and Head of Programme for Service Design at the Royal College of Art (RCA) where he leads the teaching and research activities for this pioneering and influential course.

He was previously Director of Service Design at Barclays Bank where he pioneered service design and built a team that combined customer insight and agile design methodology to transform customer experience and new services. As a consultant Clive works with business and public sector bodies and has recently worked with the Policy Lab in the UK Government Cabinet Office as well as with innovation catalysts Nesta and Innovate UK.

At the technology company Cisco Clive led innovation projects for their major customers in financial services, retail and public services. He set up the European Design Office for Samsung and has also led award-winning design teams for Orange, consultancy IDEO in the US and was the founder of the design consultancy Tangerine along with Apple design chief Jony Ive.
In 2018 Creative review placed Clive in their Top 50 and described Clive as “a passionate advocate for the transformational potential of design for some three decades. Today’s focus on the value of digital product design and on design’s value in leading customer experience in the UK is, in large part, due to his work.""

Clive is an acknowledged expert in design thinking, digital and technology innovation, service design and customer experience, He speaks at national and international conferences, write articles and blogs and has published the book “Smart Design” on design and technology. He has been a trustee of the Royal Society of Arts, is a Visiting Professor at Glasgow School of Art and Chair of the DBA Design Effectiveness Award.