Extending Other Disciplines Through Service Design

Conversations about the differences between service design and fields such as UX/CX/product design / change management/ anthropology etc. miss the point – service design has grown from these fields.

SDN DC had the pleasure of welcoming Join Rich Ekelman for a discussion about how service design offers a competitive advantage, the core flexibilities required to practice service design, and ways to start making your transition into service design from the skills and abilities you currently possess. For the last six years, Rich has been a leader in building service design communities in Chicago and Philadelphia. In 2017, he became the first Master Service Design Trainer accredited by the Global Service Design Network.


 

Rich shared his personal experience related to building service design as a capability. He touched on some of the core flexibilities required to practice service design and ways attendees could start making the transition into service design from the skills and abilities they currently possess. Approaching complex problems with service design, he argued, creates a better, more sustainable ecosystem and competitive advantage. It’s an exciting, holistic approach to problem-solving for all digital and physical components of how an organization lives, offering the flexibility to adapt to competitive shifts. Employees and customers are equally essential contributors to how services create value.

 --

After this introduction to Service Design, the participants engaged in an exercise to put the discipline into practice, working through a real-world example involving CVS’ recent acquisition of Aetna. The activity prompted the group to consider how to design their processes to enable critical conversations with key decision makers. Weighing costs and competitive impact when creating a service helps overcome the cognitive biases that prevent innovations from reaching implementation. Our exercise was designed to illustrate how service design can enable better decisions, leading to better experiences that yield better outcomes.


 

The room was filled with a diverse group of attendees — in age, industry, and race/ethnicity– which indicates the broad applicability of service design. Our goal was to help them feel empowered to start thinking and working in different ways. The attendees were all very engaged throughout our time together, and the session even went beyond the allocated time so that we could continue the discussion!

Related Headlines

SDN Chapters Service Design Global Conference 2022 - Early Bird Registration open

Service Design Global Conference 2022 - Early Bird Registration open

Take advantage of the early bird tickets and register under reduced prices until August 31st.

Continue reading
SDN Global News SDA Organisational Re-Accreditation

SDA Organisational Re-Accreditation

SDN is delighted to announce the Service Design Network Organisational Re-Accreditation of Service Design Academy (SDA) from 2022 – to 2025.

Continue reading
SDN Chapters China Bridge receives Organisational Accreditation

China Bridge receives Organisational Accreditation

The SDN recognises the authority and quality of China Bridge in the provision of service design education and qualification.  Founded in 2003, CBi China Bridge is an insight-based innovation consultancy firm that enables organizations to ‘bridge their next’ success in China by developing products, services and experiences, through insight-based innovation.

Continue reading
SDN Chapters Service Design Network Learning Fest 2022

Service Design Network Learning Fest 2022

The SDNLF22 is an international virtual conference connecting the next generation of service designers. Open to all disciplines, our goal is to facilitate learning and push the boundaries of service design to foster growth, together in synergy.

Continue reading