Webdagene 2012 talk arguing that web and UX design have largely championed screen-based experience, while customers use those screens inside messy lives and service ecosystems. A polished app is wasted if physical touchpoints fail; service design maps the whole ecosystem and journeys over time so experiences cohere across touchpoints, expanding UX craft from screens to designing with people.
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.