About Thomas Brandenburg
My first professional design project in my career, years ago, I can still recall vividly today. It was working on a team to redesign the polling place and the voting experience for the city of Chicago and Cook County, Illinois. In this initiative, it was critical to work highly collaboratively in cross-functional teams, co-design, and practice human center design to deliver a new and improved operational experience for election judges and other government stakeholders, as well as meet the variety of needs and improve the overall experience for citizens who come to vote.
Today, cross-functional collaboration, co-design, and human center design are what I continue to enjoy most about the practice of service design.
To me, service design means...
The world is getting more complex and service design for organization is becoming more of a necessity to connect the dots across channels, to discover and define new opportunities, to identify and solve for the barriers and gaps between systems, objects, and people. Not only can this discipline help improve the customer or guest experience, but I find it equal interesting to see how service design can be used improve the organization's internal processes and experiences that support the customer's experience.