Small steps, big impact by Geke van Dijk & Maria de Vos - STBY
Service Design projects do not tend to magically transform the service offering and way of working of client organisations in one big push. It often involves a long trajectory of ‘small steps’, to in the end contribute to a ‘big leap’ or substantial transformation. In the project presented, and across projects, we have learned that one of the biggest values service design agencies can offer is to be committed to challenging long term transformation projects, and to support clients during their journeys of gradual change. For this we need to be as empathic with the organisation of the service provider as we are with the end users of the services.