New Touchpoint issue; Vol. 11 No. 3 - Service Design and Change Management!

Discover the newly published Touchpoint Vol. 11 No. 3 - Service Design and Change Management and order your printed or digital copy now!

Touchpoint Vol. 11 No. 3 - Service Design and Change Management
Touchpoint Vol. 11 No. 3 - Service Design and Change Management

Service design has an interesting conundrum in its (methodological) heart. If you pick up any textbook about our practice, or scour places such as Pinterest, Slack workspaces or Medium, you will find countless examples of deliverables and techniques from the earliest stages of a typical service design project. Journey maps, variations on service blueprints and methods to conduct research abound. Yet as you travel from left to right on the proverbial double diamond – towards the ultimate goal of implementation – examples and guidance become fewer and fewer, and the literature provides less and less guidance.

That moment when implementation begins is the culmination of weeks and months of a dedicated project team, and often represents a significant investment. Yet not only is external guidance often lacking for a service designer who goes in search of it, an even bigger challenge awaits. And while it has its own entirely different discipline, seeing a service design project through to true completion often means embracing its challenge. It is organisational change.

Delivering new services into the market, or improving existing ones, often means fundamental changes within the service provider itself. As the organisation grows larger – or the service more complex – more and more roles are touched by our work. And precisely because this challenge feels very different than ‘design’, service designers often feel out of their depth, and find themselves reading up on Kotter’s theory of change, amongst others.

Yet plenty of service designers have tread this path already, and have recognised the importance – necessity – of having an awareness of, and guiding, organisational change processes, as part of their projects. In this issue of Touchpoint, we bring their learnings and advice to the fore. For those seeking to understand how to bring about the required change in an organisation, and feel adrift beyond the second diamond, I hope you find new inspiration, techniques and avenues of exploration in the content of this issue.


Jesse Grimes for the editorial board

SDN full members enjoy exclusive access to read all Touchpoint articles online and to download the digital version for free. Plus, Corporate/Professional and Academic members can redeem a printed copy for free (shipping costs not included) using a 100% off discount code found on SDN member dashboard.

* The code is valid once and will expire on 31 May 2020.

Discover the issue here.

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