Using the Eames Powers of Ten as a metaphor, explores the fractal nature of service design from a single UI element up through apps, devices, ecosystems, regulation and global systems. Asks whether UX and service design can address wicked problems at macro scales, or whether practice stays stuck designing for screens, and uses cases that already show designers working across those layers.
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.