Skip to content

Instantly share code, notes, and snippets.

@plhnk

plhnk/Notes from The Future of Service Design.mdown

Last active July 14, 2017 20:12
Show Gist options
  • Star 0 You must be signed in to star a gist
  • Fork 0 You must be signed in to fork a gist
  • Save plhnk/4fcdbed7414ade87e7193e6257b6248d to your computer and use it in GitHub Desktop.
Save plhnk/4fcdbed7414ade87e7193e6257b6248d to your computer and use it in GitHub Desktop.
Download ZIP
Leah Buley // The Future of Service Design // Service Experience Conference 2016
Raw
Notes from The Future of Service Design.mdown

📺 Presentation Video (Vimeo) 🔗

Experience innovation is not heterogeneous

Service Design and Product Design have similarities, however there are some key differences between the two that need to be considered. The deliverables exist on a line, at one end, tacit services are what we consider "pure" service, there is no physical product, explicit services are between the two, where there is a nebulous (digital?) product (money, etc).

Tacit Services

Delivered via interpersonal communications

  • professional services
  • hospitality
  • transportation
  • healthcare (goes between tacit and explicit)

Explicit Services

Delivered via technology

  • banking
  • insurance
  • telecommmunications
  • utilities

Products

Delivered via tangible goods

  • manufacturing
  • construction
  • agriculture
  • mining

Success is driven by different factors

Tacit Services

  1. absorptive capacity
  2. organizational design
  3. service innovativeness
  4. internal communication
  5. lauch proficiency
  6. innovation strategy

Explicit Services

  1. knowledge integration
  2. cross-functional integration
  3. market orientation
  4. synergistic strategy
  5. proficient ops & delivery
  6. envoronmental uncertainty

Products

  1. product advantage
  2. market orientation
  3. launch proficiency
  4. dedicated human resources
  5. predevelopment task proficiency
  6. innovation resources, maket research, team climate

Service design entails many different things

  • front end innovation
  • physical and face-to-face design
  • digital experience design
  • organizational change
  • business systems consulting

Service design is:

  • facing new opportunities and new entrants that challenge the traditions and values of classic service design
  • potentially at risk of diluting its distinct value by over-focusing on digital and undifferentiated innovation
  • offering help that companies need now more than ever — even if they don't always know it

What skills will service designers need going forward?

  1. organizational and systems design skills
  2. deep industry expertise roa strong industry orientation (either, or)
  3. a market-savvy approach to strategy
  4. knowledge management, er, management
  5. absorptive capacity (partnerships, innovation programs, trends & signals)
  6. an emphasis on execution

Doing great

  1. organizational and system design skills
  2. deep indusry expertise or a strong industry orientation
  3. market savvy approach to strategy

More work needed here

  1. knowledge management
  2. absorptive capacity
  3. emphasis on execution

Industry constraints is where you have to start the conversation

Regulations, etc

Sign up for free to join this conversation on GitHub. Already have an account? Sign in to comment