”But when you put all these things together, with elements from architecture, physical design, electronic technology from software, how do you actually prototype and idea for a service, and it seems that really, it’s about storytelling, it’s about narrative.”
The storytelling supports the exploration of the service idea. Through the use of simple words, the teller will illustrate the solution as it is a story. This allows the communication of the idea inside a group but also the preparation of the first sketches for the storyboard.
The storytelling leaves some blanks to be fill in by the suggestions of other stakeholders and users.
Ben Reason is the founder and director of live|work a London based service design & innovation consultancy responsible for the design of Streetcar and Experian.
Sarah Drummond (@rufflemuffin) one half of Scotland based dynamic duo Snook presents a case study about the implications and challenges of using Service Design for Social Innovation in the community of Wyndford, UK.
31 Volts is an Utrecht based service design consultancy who develop services through innovative methodologies. This presentation was part of the Creative Company Conference 2010 in September 15th in Amsterdam.
Check out their projects and manifesto at 31v.nl (dutch page, please allow translation)
The brilliant Austrian based service designer Marc Stickdorn has uploaded a sneak preview of his most recent book "This Is Service Design Thinking". The book aims to provide a guide on what is still a very young discipline: service design.
This is a great contribution and I look forward to read the rest of the content. More info about the project here.
In this presentation the always witty and sharp British management guru and advocate of systems thinking John Seddon dissects some of the biggest organisational myths in the managerial practice.
In times of drastic change and cultural crisis not only in the service industry but across the whole society, one could argue that Seddon is making an urgent call to the service design community to come up with real solutions that disrupt from the old models that have been proven wrong.
Systems Thinking in the Public Sector gives example after example of exactly how the system fails from housing benefits and care for the elderly to call centres like Consumer Direct.
Drawing on Seddon’s extensive experience working as a consultant with UK public sector managers, this is a fiercely uncompromising, yet rigorous manifesto for change.
"We need service design as providers and users (and ambitious designers!)"
London based service designer Nick Marsh (@choosenick) has over five years expertise on service design and innovation. Through his work at Engine Service Design, The Design Council and Sidekick Studios Marsh has forged a great body of knowledge and insights of the practice of service design.
In this presentation from Talk & Workshop, HyperIsland in 2007, Marsh explores the necessity of new ways of approaching the development of both commercial and public services. His take on the requirements to build a strong discipline and good service design practitioners is sharp and direct, a refreshing approach if we look at the traditional theory based service development from where our current services come from.
This type of service design is what we need... NOW.
For more insightful articles and blogposts visit ChooseNick. Also if you are London based you might be interested in attending to the monthly Service Design Drinks, alternatively you can look up when and where this meetings take place in other cities.
