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SD Futures: Service design, the next ten years


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This presentation will cover how topics like design training, relationships, and human behaviour will change the services we use and deliver. These will have tremendous impact in the future and we’re already seeing evidence of them in some of our current projects. So how will service designers need to navigate these trends to stay relevant in an ever changing world? Services are evolving at breakneck speeds. Our role as service designers may soon be unrecognisable.

Published in: Business

SD Futures: Service design, the next ten years

  1. 1. 1 London Rotterdam Sao Paulo Livework Studio © 2018 Service Design, the next ten years Service Design Futures 21 September 2018 London Rotterdam Sao Paulo Livework Studio © 2018 Photo by Javier Allegue Barros on Unsplash
  2. 2. 2 An Introduction Service Design, the next ten years
  3. 3. 3 An Introduction Service Design, the next ten years Studio Insight
  4. 4. 4 What is currently driving change?
  5. 5. 5 Four Drivers Service Design, the next ten years Liquid Sectors with Fluid Consumers Playing with Data Analytics The Human OS CX Capability Building
  6. 6. 6 Liquid Sectors with Fluid Consumers
  7. 7. 7
  8. 8. 8 Your biggest competitors aren’t who you think.
  9. 9. 9 Playing with Data Analytics
  10. 10. 10 It’s 2018 and even cows are sharing data.
  11. 11. 11 Everyone needs to get data literate.
  12. 12. 12 The Human Operating System
  13. 13. 13 Behavioral Intervention Design Conscious Action A Conscious Action B Conscious Action C Unconscious predictive action Automatic Fast Thinking Reflective Slow Thinking
  14. 14. 14 Social norm Extra decision points Learn when to speed things up and when to slow them down.
  15. 15. 15 Customer Experience Capability Building
  16. 16. 16 CUSTOMER EXPERIENCE As an afterthought Relevant Designed and managed Integrated As the core STAFF BEHAVIOUR AND MINDSET Role based Service reflex Journey reflex Lifecycle reflex Co-creative reflex CX CAPABILITIES AND PRACTICES Rare Fragmented Working together Aligned Omnipresent Trying Doing StrategizingCoordinating Innovating
  17. 17. 17 So where do service designers fit into this future? Everywhere and nowhere.
  18. 18. 18 The Future Service Designers Relationship Designer Translator Behaviour Designer Visualiser
  19. 19. 19 Relationship Designer Design relationships and personalities of services people interact with Skills: playwright, psychology, machine empathy
  20. 20. 20 Translator Provides a bridge from data analytics and organisational needs to service design Skills: organisational empathy, strategy, data literacy
  21. 21. 21 Behaviour Designer Designs experiences that guide human behavior. Skills: cognitive & behavioural science, design ethics
  22. 22. 22 Visualiser Simplifies and visualises ideas, concepts, experiences and processes to enable different stakeholders to grasp complex subjects. Skills: illustration, synthesis, simplification.
  23. 23. 23 You cannot know everything.
  24. 24. 24 No service designer is an island. Photo by Joakim Honkasalo on Unsplash
  25. 25. 25 We can’t predict the future. Nate Swain’s work, photo by New England Nomad
  26. 26. 26
  27. 27. 27 The future can be scary, but there is safety in numbers.
  28. 28. 28 Thank you @liveworkstudio@theliveworker Livework Studio Liz LeBlanc Associate Head of Design, Livework Studio @bookofliz For this presentation, and more: