SDN Team
Author - SDN Team

We asked leading practitioners giving talks and workshops at the Service Design Global Conference to answer the 3 key questions. Today we asked Dave Van de Maele, a service designer and founder of Knightmoves, to give us his take.

1) Can you explain what service design is? And how your company implements it / uses that field?

  • Service design is applying the principles of good design to the structure of an organisation . The aim is to improve the experience of customers. 
  •  We use research & service design to help teams better frame and solve the challenges within their system. We create and implement new designs with them for improved customer experiences.

2) What do you believe is the greatest opportunity for your company using service design?

  • The greatest opportunity for our company is that we can boost change and have positive impacts in very complex systems by using service design. We often work for public organisations where stakeholders, policies, systems and networks are important to understand to have succes. Through people interactions & prototyping we are able to align teams and get frequent feedback on findings or results.

3) Can you share three tips for implementing service design in their own practice?

  • Details are important, but so is a bigger picture. Always deduct on your divergent thinking to proceed. 
  • Use the power of storytelling and metaphors to improve your facilitation and to align people on shared visions.
  •  Prototype early, and often. Even strategies and operational processes can be iterated.

Figure image

Dave is Managing Partner of Knight Moves, a service design studio based in Gent that has a framework contract with the Flemish Government for service design. 

 

Read Dave Van de Maele 's full biography here.

And find out more about his SDGC16 workshop Kingdom here.

Related Community Knowledge

Case Study Meet Pete Fossick

Meet Pete Fossick

For this issue of Touchpoint, Editor-in-Chief Jesse Grimes caught up with Pete Fossick (Service Design Program Director, GTS Design), to learn about the opportunities afforded to him as a service designer working within global giant IBM, and to hear his thoughts on where service design education should be heading.

Continue reading
Case Study What is to be a service designer

What is to be a service designer

Since service design still may sound exotic, this article will help you explain what it is in a simple language.

Continue reading
Other An Exclusive Interview from the Chairwoman of the International Service Design Network, Birgit Mager

An Exclusive Interview from the Chairwoman of the International Service Design Network, Birgit Mager

Since 1995 Birgit Mager has held the first European professorship in service design at the University of Applied Sciences in Cologne, Germany, and since then has developed the field of service design constantly in theory, methodology and practice. Her numerous lectures, publications and projects have strongly supported the implementation of a new understanding of the economical, ecological and social function of the design in the domain of services.

Continue reading
Case Study Meet Muna Al Dhabbah: Championing service design to deliver ‘seven-star’ government services in the United Arab Emirates

Meet Muna Al Dhabbah: Championing service design to deliver ‘seven-star’ government services in the United Arab Emirates

At the 2016 Service Design Global Conference in Amsterdam, Muna Al Dhabbah (Director of Government Service Development, Prime Minister’s Office, UAE) was joined on stage by Simone Carrier (Head of Service Design at FutureGov) to share their experiences in applying service design to improve citizen-government interactions within the UAE.

Continue reading