Summary
One of service design’s early principles was the move away from the industrial, siloed mindset and to think in terms of connected ecosystems. In the last 10-15 years, the rise of the product-led organization has brought efficiencies but also allowed organizations to slip back into industrial, siloed models. Increasingly, service design is being employed to provide a connected view across product teams, but this raises important questions. Where should service design sit in the org? Who should they report to? How should service design best interact with and enable product teams without clashing with product operations? In this session, Service Design: From Insight to Implementation co-authors Lavrans Lovlie and Andy Polaine invite service design and product practitioners to share their experiences and principles for service design operating in product-led environments.
Key Insights
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Service design is pivotal in product-led organizations but faces challenges with integration.
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Many service design initiatives are happening without the title, indicating a need for broader recognition.
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Clear organizational structure for service design reporting is essential for its effectiveness.
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Language and communication are vital for gaining buy-in from stakeholders.
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Product teams often operate in silos, which can hinder an integrated customer experience.
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Service designers can act as a glue between teams to enhance cross-collaboration.
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Understanding the ecosystem of services is crucial for designing coherent user experiences.
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Clients often struggle with managing customer experiences due to departmental boundaries.
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Enablers for effective service design include organizational support and a clear mandate.
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The evolving landscape of service design highlights the necessity for better tooling and methods.
Notable Quotes
"Service design has become increasingly intertwined with product management in organizations."
"The rise of product thinking has led to a stronger focus on user experience, potentially at the expense of customer experience."
"Many companies are structured like machines rather than ecosystems, which complicates service design efforts."
"There are real difficulties when teams work in silos, making it hard to create unified experiences."
"Service design is often happening in disguise, recognized as critical but not labeled as such."
"Successful service design requires the right language to communicate its value to the organization."
"Organizations must understand how all elements connect; a disconnected approach leads to poor service experiences."
"Identifying enablers of service design is crucial for its implementation and impact."
"It's essential to get buy-in from the leadership level; executive support is a key factor in service design success."
"Service innovation and integration must be prioritized in organization structures."
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