We are entering an era of Living Services: services that wrap around people, constantly learning needs, intents and preferences so they can flex and adapt. Powered by personal data from sensors, apps and everyday services, each trigger orchestrates a tailored experience for a demographic of one. This talk explores the building blocks of living design from work at Fjord and shares a methodology for designing living services, including living-service blueprints.
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.