Service design at a crossroads

“There are a number of competing stories about service design. One is that it’s a new interdiscipline, a mix of concepts, methods and tools from several different fields, brought together to address the challenges that organisations face as they try to improve and innovate in services. As an interdiscipline it is presented as a happy fusion of the best bits of management or business, design and technology, and the social sciences. In this version of service design, the incompatibilities between the values and worldviews of these different disciplines are smoothed away to produce a better user experience and increased business value.” (Lucy Kimbell)

Comments are closed.