1) Can you explain what service design is? And how your company implements it / uses that field?
In our work with non-profit and public sector we use the theater metaphor. We say service design is creating and testing all elements that make up the performance. That includes what you see and hear on-stage: the setting, actors, script and props. It also includes what happens back-stage: rehearsals, a booking system, technicians, etc.The equivalents in our world are not far off: service settings, roles, scripts and touchpoints, as well as back-end processes, systems and back-office roles.
2) What do you believe is the greatest opportunity for your company using service design?
We build-up social sector organizations' capacity to deliver change. Service design allows us to develop, test and demonstrate what new practice actually looks like. It's a real opportunity to help organizations shift from a risk and safety culture, to continuous learning and development.
3) Can you share three tips for implementing service design in their own practice?
• Whatever you do, don't see it as a one-off. It's way better to sustain something small than to stop something big.
• Link service design with delivery. If possible, do the design on a site where you can be on top of all your users - managers, front-line staff and end-users.
• Test everything before you feel comfortable. The vast majority of projects rests comfortably in the service design graveyard.