From silos to services: innovation lessons from service design
at UX Brighton 2023
Type
talk
Large organisations were built around internal functions, not successful service delivery. Kate argues for a service-led approach that changes how everyone designs, delivers, collaborates and decides, starting by seeing services, performance and improvement value differently.
People
Kate Tarling
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.