Peter Morville on Service Design
In a new article over at Semantic Studios Peter Morville offers an overview of service design, information architecture and UX design. He proposes that information architecture might be the bridge that connects the two approaches.
Morville shares an example of an experience map intended to serve as a boundary object for catalyzing conversations among designers, users, and stakeholders:
If we’re to design coherent multi-channel services and experiences, we must add new visuals to our toolkit. For starters, we should complement service-centered blueprints with user-centered maps that show the full array of choices and channels that people navigate every day.
It makes a lot of sense for information architecture to be part of the conversation when it comes to service design. The Service Design Network is sponsoring the upcoming German information architecture conference in Cologne and the IA Summit hosted a workshop on the topic earlier this month.
By the way, pay attention to the stat in that workshop overview article and be sure to read the comment at the end for some concerns service designers need to address.