Service Design Australia 2016 talk on living services as the result of digitisation and liquid expectations. Argues that many modern on-demand services echo older domestic service patterns, and that designers of data-driven living services need etiquette, privacy and manners so automation does not become creepy or deepen privilege.
People
Andy Polaine
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.