Service design projects can be scaled in multiple directions, not just up. Scaling can occur up, down, or sideways depending on the needs and context of the project. While traditional deliverables and processes are important, the most crucial aspects of service design are paying attention to small details and keeping the user's needs and experiences at the center.

1. Multi directional scaling of Service Design
Lessons learned
Marc Dolman | Change Agent | Maastricht University
Dennis Hambeukers | Strategic Design Consultant | Zuiderlicht

2. When we talk about
Service Design
Don’t
Stop here

3. A little context
Student
Portal
* *
*Success
Student
Portal Phase 2
*

4. project
*
*
Scaling up
Scaling down
Scaling
sideways
*
*project
project
Actually more like this
project

5. It is all about the
little things

6. Drawing a stakeholdermap
doesn’t always work.

7. It’s not about the deliverables,
but about the process.

8. User centered design doesn’t
work without a personal vision.

9. User insights are crucial, but
keep your hands on the wheel.

10. Service Design is
hard work

11. Most people don’t care about
innovation and the user.

12. When you start caring about
the user and innovation,
something magical happens.

13. Service Design is all about mixing
with current (best) practices.

14. Traditional skills like vision
development, leadership, and
communication are still relevant.

15. Care about the
little things

16. When you scale Service
Design, little things
become big :(

17. We have a chance, a tool
to make the world
better.
Don’t squander it !

18. What are the little things
you learned?
Q&A, tweet, mail, talk to us...
Marc Doman
Change Agent
Maastricht University
m.dolman@maastrichtuniversity.nl
Dennis Hambeukers
Design Consultant
Zuiderlicht
dennis@zuiderlicht.nl
@dhambeukers