Service Design - It’s Change, But Not As They Know It
at UX London 2017
Type
talk
Oliver King shares Engine's approach to organisational change through service design. He explores capabilities that help teams agree on priorities and deliver appropriate improvements more quickly.
People
Oliver King
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.