Make Yourself Useful
There’s a detailed article on service design practice from Joe Heapy at Engine that’s making the rounds:
Service Design needs to be understood in this way — as an organisational challenge. Achieving great services through existing organisations goes beyond designing great services and starts to become about helping to articulate the purpose of that organisation. The need is to address the capabilities of organisations to design and provide services that are useful at scale and in response to complex needs. For many of our clients these services are enabled by technology systems but are delivered through systems of people and things that need to be understood in their complexity.
This is an expanded version of his keynote from the service design conference in Madeira last fall. In the video, also entitled “Make Yourself Useful,” he addresses many of the same themes and highlights a few of the case studies.
There’s also his presentation from the conference [PDF 15.8MB] for a bite-size version of the article.