The offerings made by organizations – the products, physical and digital services 2 we want – are wrapped in much the same way as a children's pass the parcel.
The experience of our offering is filtered by customers’ perception of our behavior, expertise, processes, systems, and tools. They only perceive our solutions through the veils of all these layers, usually starting with the outermost.
The only way to get to the offering you want is through all those layers – they all contribute to your experience.
Schumpeter in 1927 said the economic business cycle has four phases: brain activity, adoption curve, routine, and crises.
When the cycles lasted 60 years, these phases occurred without people noticing. Now that they last six months, knowing how to work on several “brain activity” phases to create knowledge is fundamental.
The need for innovation is driven by
Service design? Other people might talk about design thinking, service design thinking, new marketing, UX design, holistic UX, CX design, human-centered design, customer experience management, experience design, touchpoint management, lean UX, new service development, new product development, customer journey work, or innovation, to name a few. Others will notice similarities with lean startup and agile development methodologies. We don’t care what you call it – what matters is what you do and how you do it.
Iteration – working in a series of repeating, deepening, explorative loops – is absolutely central to the SD process, so practitioners aim for short cycles at the outset, with early user feedback, early prototyping, and quick-and-dirty experiments. As the process continues, the iteration may slow down but it never goes away, as prototypes iterate into pilots and pilots iterate into implementation.
Everyone likes to focus on processes and toolsets because they can see, touch, and use them. But without the service design mindset, people go right back to the same internally focused solutions.
Around $2 billion was spent each year in the United States on the planning and design of services, but only $70 million (about 3.5%) of this was spent on “service design.” The other 96.5% of the work was done by people who did not consider themselves service designers. (Adaptive Path)
Experience designer and design teacher interested in well-being, accessibility and great design practices. Specialising in service design, product design and user research.
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