Archive — Service design
An analysis of the design of postal voting materials in the US.
Where are all the UX designers and researchers, service designers, and content writers and editors when voting process and materials are designed? Not there or simply beaten by bureaucracy or deadlines?
A good reminder that user experience goes way beyond technology and even design. It’s about the small decisions that are made by everyone involved in a process, that if made badly can prevent people getting fundamental stuff done.
How design can be used instead of traditional change management methods.
In the same way that design-led change isn’t just about hiring designers, it also shouldn’t be thought of as a specialist or localised resource (like a design team). Creativity and thinking about design as a state of mind is more a competence that should be part of the fabric of every 21st-century organisation.
My thinking on this has changed a lot over the years. In the past I might have thought that having a strong design team was the way forward. But that’s just creating another silo.
Now I see the real job as finding ways to empower the entire organisation to think like a designer, and help them make the right decisions for the right reasons.
Photo — 2019-03-20
I had a fabulous day at the Service Design Academy bootcamp yesterday.
It’s part of the PDA in Service Design. I never thought I’d be a student again. But I’m loving the opportunity to get stuck in and get talking to like-minded peers from other organisations.
It’s great to be back in Dundee again too! Looking forward to seeing what day two has in store.
Adding value, by adding values
Ben Terrett from Public Digital has written something similar to I tried to write last week about designing for society, not just for individuals. Of course, this is much clearer and more succinct than (and written before) mine.
To illustrate the point, the article uses the example of an electric scooter hire scheme in San Francisco:
This is a service where every detail has been designed for the user. It’s unbelievably convenient—for the user alone, and no-one else.
The downside is streets swamped with dumped scooters. There’s nowhere “official” to put them, so like me, no-one knows what to do with a scooter once they’ve finished using it. They just get dumped anywhere.
These scooters are absolutely meeting a user need, but at the expense of a societal need.
How context is bridging the gap between UX and service design
Interesting on the similarities and differences between user experience and service design.
Service Designers generally approach digital as one of a number of interconnected touch points. They will usually figure out how all these touch-points work together as a cohesive ecosystem, before handing the design of the specific touch points over to experts.
UX Designers usually approach the problem from the other direction. They start with the core digital experience before exploring the connective tissue that joins their touch-points together. Service Designers tend to have a broader but shallower focus, while UX designers go narrower but deeper.