A focus of service design on the service experience makes it the brother or sister of UX and CX in the Experience Design family.

“What happens when a service design project meets a hierarchical, divided company? You can design an amazing service, and yet at the end of the day, the organizations still has to deliver. A service design project that ignores organizational readiness is doomed to fail. How to move service projects forward in the face of such constraints? Service design usually means a change initiative. More than half of change initiatives fail to achieve their objectives. Most of these initiatives fail because they don’t adequately understand the organization’s culture and potential for resisting the change.”

(Dave Gray a.k.a. @davegray ~ Adaptive Path’s The Service Experience Conference 2013)