So You Want to Be a Service Designer - Service Design Thinking and Doing for UXers
at UX London 2017
Type
talk
Neil Collman explains how UX practitioners can move into service design, considering whether a service should exist, whether an organisation can deliver it, and how its channels and stakeholders fit together.
People
Neil Collman
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.