It's Not Business, It's Personal: Leadership in Service Design
at Service Design Global Conference 2024
Type
keynote
Keynote on leadership in service design, challenging transactional business relationships and emphasising personal, metacommunicative leadership practice.
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.