The Art, Science (and Magic) of Service Design

In April Geke was one of the panelists at a seminar taking place at the Hub Westminster in London, alongside Alison Prendiville, Ben Reason, Rich Radka, and Joanna Choukeir. The discussion was moderated by Brad Smith from WebVisions.

The conversations were lively with interactive conversations between the audience and participants on the future of Service Design and the challenges faced in implementing it throughout organisations both in the private and public sector.

Here’s a highlight of some of the key discussion points:

– How can every organisation design services that have the same appeal and experience as the products we love, whether it is buying insurance, going on holiday, filling in a tax return, or having a heart transplant?

– How do we develop methods, tools and techniques that result in services offering great customer experiences and a good return on investment, while also creating a social impact on the lives, social networks and environments that surround the service?

– How do we help organisations demonstrate their services to be cost-effective, while also demonstrate and evaluating their social value?

– How do we break the linear process of projects with the realisation that services happen over a time lapse, and the environments, contexts, user needs and expectations are forever changing?

– How do we maintain the balance between being a creative change makers and adhering to business frameworks and logistical constraints of large organisations?

As one of the sponsors of the event, Rosenfeld Media offered a batch of ten free copies of the recently launched book ‘Service Design. From Insight to Implementation’ by Andy Polaine, Lavrans Lovlie and Ben Reason. An excellent book that is worth reading.