This presentation will cover how topics like design training, relationships, and human behaviour will change the services we use and deliver. These will have tremendous impact in the future and we’re already seeing evidence of them in some of our current projects. So how will service designers need to navigate these trends to stay relevant in an ever changing world? Services are evolving at breakneck speeds. Our role as service designers may soon be unrecognisable.

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Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Service Design,
the next ten years
Service Design Futures
21 September 2018
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Photo by Javier Allegue Barros on Unsplash

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An Introduction
Service Design, the next ten years

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An Introduction
Service Design, the next ten years
Studio Insight

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What is currently
driving change?

5. 5
Four Drivers
Service Design, the next ten years
Liquid Sectors with
Fluid Consumers
Playing with
Data Analytics
The Human OS CX Capability
Building

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Liquid Sectors with
Fluid Consumers

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Your biggest
competitors
aren’t who
you think.

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Playing with
Data Analytics

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It’s 2018 and
even cows are
sharing data.

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Everyone needs
to get data
literate.

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The Human
Operating System

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Behavioral Intervention Design
Conscious
Action A
Conscious
Action B
Conscious
Action C
Unconscious
predictive
action
Automatic Fast
Thinking
Reflective Slow
Thinking

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Social norm
Extra decision points
Learn when to
speed things up
and when to
slow them
down.

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Customer Experience
Capability Building

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CUSTOMER EXPERIENCE
As an afterthought Relevant Designed and managed Integrated As the core
STAFF BEHAVIOUR AND MINDSET
Role based Service reflex Journey reflex
Lifecycle reflex
Co-creative reflex
CX CAPABILITIES AND PRACTICES
Rare Fragmented Working together Aligned Omnipresent
Trying Doing StrategizingCoordinating Innovating

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So where do service designers
fit into this future?
Everywhere and nowhere.

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The Future Service Designers
Relationship
Designer
Translator Behaviour
Designer
Visualiser

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Relationship Designer
Design relationships and
personalities of services
people interact with
Skills:
playwright, psychology,
machine empathy

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Translator
Provides a bridge from data
analytics and organisational
needs to service design
Skills:
organisational empathy,
strategy, data literacy

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Behaviour Designer
Designs experiences that
guide human behavior.
Skills:
cognitive & behavioural
science, design ethics

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Visualiser
Simplifies and visualises ideas,
concepts, experiences and
processes to enable different
stakeholders to grasp complex
subjects.
Skills:
illustration, synthesis, simplification.

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You cannot
know
everything.

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No service
designer is
an island.
Photo by Joakim Honkasalo on Unsplash

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We can’t
predict the
future.
Nate Swain’s work, photo by New England Nomad

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The future can be
scary, but there is
safety in numbers.

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Thank you
@liveworkstudio@theliveworker Livework Studio
Liz LeBlanc
Associate Head of Design, Livework Studio
liz@liveworkstudio.com
@bookofliz
For this presentation, and more:
liveworkstudio.com/collections/service-design-futures/