Unlocking Service Design Superpowers

by @erik_flowers practicalservicedesign.com
STLX 2017
servIceservIce DESIGNDESIGN
SUPERPOWERSSUPERPOWERS

3600+ members
Co-founder
practicalservicedesign.com

…is a human-centered design approach that places
equal value on the customer experience and the
business process.
You look at an experience that happens over a period
of time, usually intangible, and improve moments
along the way to try to create a better customer
experience, and organizational process.
Service Design
Read the whole article here:
https://psxd.co/2iNd9zb

To Serve…
Provide
Perform
Enable

Customer Benefit
End-to-end experiences that
are frictionless, cohesive, and
designed from the customer
point of view.

Organization Benefit
Improving our underlying
support structures,
employee experiences, and
end-to-end understanding.

Designing for Service
You don’t have to offer
“a service” to design for
service.

*The Wiener Staatsoper
Vienna, Austria
An opera* house

Our Behind the scenes!
Customer Behind the scenes!
Front Stage
Backstage

challengeschallenges
and theand the
superpowerssuperpowers
to overcome themto overcome them

In this issue: Unlock your service design Super Powers!!!
2¢
STLX17
SEPT 2017
#1
Where do you fit in the
bigger picture? A new role,
not really a “designer” etc…
Challenge:

2¢
STLX17
SEPT 2017
#1
Where do you fit in the
bigger picture? A new role,
not really a “designer” etc…
Challenge:
ACT Horizontally
Horizontal function that
will sit across many areas,
unlike typical “design.”

2¢
STLX17
SEPT 2017
#1
Groups are deeply focused
on their area of work and
not thinking horizontally
Challenge:

2¢
STLX17
SEPT 2017
#1
Groups are deeply focused
on their area of work and
not thinking horizontally
Challenge:
Cross-communicate
Communication and
coordination through
silo-breaking activities, and
taking it upon yourself to act
horizontally.

2¢
STLX17
SEPT 2017
#1
Who is service design there
to serve? To provide and
perform for?
Challenge:

2¢
STLX17
SEPT 2017
#1
Who is service design there
to serve? To provide and
perform for?
Challenge:
Internal & External
Serving your customers and
serving your organization
together. Solutions may be
inward facing.

2¢
STLX17
SEPT 2017
#1
You can/will get lost, being
hard to place. Acting
horizontal is a big task.
Challenge:

2¢
STLX17
SEPT 2017
#1
You can/will get lost as
being hard to place. Acting
horizontal is a big tas
Challenge:
Inspire believers
Gaining allies - find those
believers that just “get it” and
want your involvement; people
you can lean on.

2¢
STLX17
SEPT 2017
#1
Probably won’t have
uninitiated interest at first.
You’re a strange add-on.
Challenge:

2¢
STLX17
SEPT 2017
#1
Probably won’t have
uninitiated interest at first,
you’re a strange add-on.
Challenge:
Act with Teamwork
Joining up and leverage
existing projects. Interject
with those allies you’ve gained.
This is where you need team
alignment!

2¢
STLX17
SEPT 2017
#1
There will be projects and
people who are not
interested, or even annoyed.
Challenge:

2¢
STLX17
SEPT 2017
#1
There will be projects and
people who are not
interested, or even annoyed
Challenge:
set the example
Maintain your visibility, keep
the PR campaign going, show
the quick wins, and
DON’T TALK ABOUT
SERVICE DESIGN.

2¢
STLX17
SEPT 2017
#1
There’s countless areas of
opportunity, but no clear
space to start.
Challenge:

2¢
STLX17
SEPT 2017
#1
There’s countless areas of
opportunity, but no clear
space to start.
Challenge:
Know where to act
Know when to be tactical or
strategic. A thimble of hot
water is worth more than
failing to boil a bathtub.

2¢
STLX17
SEPT 2017
#1
Cultures and immune
systems are there to
protect the organism.
Challenge:

2¢
STLX17
SEPT 2017
#1
…Cultures and immune
systems are there to
protect the organism.
Challenge:
collaborate
Swim with the current.
Ease into it. That which you
push against pushes just as
hard back against you.

2¢
STLX17
SEPT 2017
#1
It may seem like it’s not
working. A fad that will
extinguish and go away.
Challenge:

2¢
STLX17
SEPT 2017
#1
…It may seem like it’s not
working. A fad that will
extinguish go away.
Challenge:
know your purpose
Why did this path interest
you? It’s not going to be easy,
but likely it will be worth it.

Don’t talk aboutDon’t talk about
Service DesignService Design

Show the outcomes ofShow the outcomes of
FIRSTFIRST
Service DesignService Design

Special preview issue. You won’t believe what’s next!!!
2¢
STLX17
SEPT 2017
#1
What you CanWhat you Can
expectexpect
Ready to Make the leap?Ready to Make the leap?

2¢
STLX17
SEPT 2017
#1
There’s a big gap between design and
“design between the interface.”
Read more: https://psxd.co/2eMZOCk
skill transferskill transferUXUX

2¢
STLX17
SEPT 2017
#1
The “designer’s” service design
job market is a little… sparse.
Read more: https://psxd.co/2wYTVgg
The Job questThe Job quest

2¢
STLX17
SEPT 2017
#1
It’s up to you to create your job,
your work, and your path…
Working fromWorking from
the insidethe inside

2¢
STLX17
SEPT 2017
#1
Learn from others. Stay passionate. Find
community. Make your own space.
Service Design:Service Design:
The Pathless LandThe Pathless Land

Core Powers
Empathy
Communication
Facilitation
Systems Thinking
Synthesis
Future Visioning
Storytelling
Visualization
Making
Leading

SUPERPOWERSSUPERPOWERSPatience
Vigilance
Determination
Faith
And some luck…

Check Intuit design jobs:
http://rolp.co/YTDkc

Follow @erik_flowers
Join the community
practicalservicedesign.com/community
Until next issue...Until next issue...
Online blueprinting course:
servicedesign.school
25% discount code: STLX

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