Service Design Ignition 2015 talk (also given as Mind the gaps - designing multichannel service experiences for real people) on coordinating touchpoints across channels so gaps between web, mobile, call centres and other channels do not break the customer experience. Frames services as human-centred ecosystems rather than isolated screen UX, with principles for empathetic multichannel design.
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.