What Do Service Designers Do?
Lucy Kimball’s video from the University of Oxford study Designing For Services is making the rounds on the service design blogs. It’s a 7-minute overview of a project by Live|Work for g-Nostics, a company offering personalized medicine.
I suppose it’s nice to see a day-in-the-life of a London service design consultancy, but the video focuses mostly on Live|Work’s research. That’s a critical part of the process, but when it comes to the actual design, it boils down to one sentence:
Then, they came up with design ideas for improvements to the existing service, and quick sketches of new services.
Eureka! To be fair, the actual process of design is tough to externalize and doesn’t make for very good video. I don’t want to be too harsh, because this is just a glimpse of an already abbreviated project and there’s a lot to be gained from other elements of the Designing for Services research effort (particularly the essay archive) but this presents design as a black box.
The video outlines philosophical and procedural aspects of service design research but when it comes to how service designers actually design, it would be nice to see a little more.