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Service Design Super Powers

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The stories and lessons I've learned on how to identify and develop your service design super powers in yourself, and your organization.

Published in: Design

Service Design Super Powers

  1. 1. by @erik_flowers practicalservicedesign.com STLX 2017 servIceservIce DESIGNDESIGN SUPERPOWERSSUPERPOWERS
  2. 2. Principal Designer* *In-house
  3. 3. 3600+ members Co-founder practicalservicedesign.com
  4. 4. …is a human-centered design approach that places equal value on the customer experience and the business process. You look at an experience that happens over a period of time, usually intangible, and improve moments along the way to try to create a better customer experience, and organizational process. Service Design Read the whole article here: https://psxd.co/2iNd9zb
  5. 5. To Serve… Provide Perform Enable
  6. 6. Customer Benefit End-to-end experiences that are frictionless, cohesive, and designed from the customer point of view.
  7. 7. Organization Benefit Improving our underlying support structures, employee experiences, and end-to-end understanding.
  8. 8. Designing for Service You don’t have to offer “a service” to design for service.
  9. 9. Imagine…
  10. 10. *The Wiener Staatsoper Vienna, Austria An opera* house
  11. 11. Front Stage
  12. 12. Backstage
  13. 13. Behind the scenes!
  14. 14. Our Behind the scenes! Customer Behind the scenes! Front Stage Backstage
  15. 15. challengeschallenges and theand the superpowerssuperpowers to overcome themto overcome them
  16. 16. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Where do you fit in the bigger picture? A new role, not really a “designer” etc… Challenge:
  17. 17. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Where do you fit in the bigger picture? A new role, not really a “designer” etc… Challenge: ACT Horizontally Horizontal function that will sit across many areas, unlike typical “design.”
  18. 18. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Groups are deeply focused on their area of work and not thinking horizontally Challenge:
  19. 19. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Groups are deeply focused on their area of work and not thinking horizontally Challenge: Cross-communicate Communication and coordination through silo-breaking activities, and taking it upon yourself to act horizontally.
  20. 20. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Who is service design there to serve? To provide and perform for? Challenge:
  21. 21. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Who is service design there to serve? To provide and perform for? Challenge: Internal & External Serving your customers and serving your organization together. Solutions may be inward facing.
  22. 22. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 You can/will get lost, being hard to place. Acting horizontal is a big task. Challenge:
  23. 23. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 You can/will get lost as being hard to place. Acting horizontal is a big tas Challenge: Inspire believers Gaining allies - find those believers that just “get it” and want your involvement; people you can lean on.
  24. 24. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Probably won’t have uninitiated interest at first. You’re a strange add-on. Challenge:
  25. 25. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Probably won’t have uninitiated interest at first, you’re a strange add-on. Challenge: Act with Teamwork Joining up and leverage existing projects. Interject with those allies you’ve gained. This is where you need team alignment!
  26. 26. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 There will be projects and people who are not interested, or even annoyed. Challenge:
  27. 27. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 There will be projects and people who are not interested, or even annoyed Challenge: set the example Maintain your visibility, keep the PR campaign going, show the quick wins, and DON’T TALK ABOUT SERVICE DESIGN.
  28. 28. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 There’s countless areas of opportunity, but no clear space to start. Challenge:
  29. 29. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 There’s countless areas of opportunity, but no clear space to start. Challenge: Know where to act Know when to be tactical or strategic. A thimble of hot water is worth more than failing to boil a bathtub.
  30. 30. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 Cultures and immune systems are there to protect the organism. Challenge:
  31. 31. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 …Cultures and immune systems are there to protect the organism. Challenge: collaborate Swim with the current. Ease into it. That which you push against pushes just as hard back against you.
  32. 32. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 It may seem like it’s not working. A fad that will extinguish and go away. Challenge:
  33. 33. In this issue: Unlock your service design Super Powers!!! 2¢ STLX17 SEPT 2017 #1 …It may seem like it’s not working. A fad that will extinguish go away. Challenge: know your purpose Why did this path interest you? It’s not going to be easy, but likely it will be worth it.
  34. 34. Don’t talk aboutDon’t talk about Service DesignService Design
  35. 35. Show the outcomes ofShow the outcomes of FIRSTFIRST Service DesignService Design
  36. 36. Special preview issue. You won’t believe what’s next!!! 2¢ STLX17 SEPT 2017 #1 What you CanWhat you Can expectexpect Ready to Make the leap?Ready to Make the leap?
  37. 37. Special preview issue. You won’t believe what’s next!!! 2¢ STLX17 SEPT 2017 #1 There’s a big gap between design and “design between the interface.” Read more: https://psxd.co/2eMZOCk skill transferskill transferUXUX
  38. 38. Special preview issue. You won’t believe what’s next!!! 2¢ STLX17 SEPT 2017 #1 The “designer’s” service design job market is a little… sparse. Read more: https://psxd.co/2wYTVgg The Job questThe Job quest
  39. 39. Special preview issue. You won’t believe what’s next!!! 2¢ STLX17 SEPT 2017 #1 It’s up to you to create your job, your work, and your path… Working fromWorking from the insidethe inside
  40. 40. Special preview issue. You won’t believe what’s next!!! 2¢ STLX17 SEPT 2017 #1 Learn from others. Stay passionate. Find community. Make your own space. Service Design:Service Design: The Pathless LandThe Pathless Land
  41. 41. servIceservIce DESIGNDESIGN SUPERPOWERSSUPERPOWERS
  42. 42. servIceservIce DESIGNDESIGN SUPERPOWERSSUPERPOWERS Core Powers Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
  43. 43. servIceservIce DESIGNDESIGN SUPERPOWERSSUPERPOWERSPatience Vigilance Determination Faith And some luck…
  44. 44. Check Intuit design jobs: http://rolp.co/YTDkc
  45. 45. Follow @erik_flowers Join the community practicalservicedesign.com/community Until next issue...Until next issue... Online blueprinting course: servicedesign.school 25% discount code: STLX

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