UX Australia 2013 talk on designing multichannel, time-based service experiences for real lives beyond the screen. Argues that any touchpoint can shape the overall experience, that designers should attend to relationships and underlying motivations (the space between things), and shares service-design principles such as being personal and authentic, designing for context, failing gracefully, apologising well, and valuing small acts.
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.