Working in large, complex organizations, you’re bound to have teams working across the same customer experience, but have no real synchronization or communication between them. What is the role service design plays in trying to like everyone up and work to create a more seamless, end to end experience for our customers? We might all be stuck in cylindrical work containers.
Focusing on product experience is old history. Our customers don’t receive a product, they give us the chance to provide them an ecosystem to traverse. Product design is table stakes, what matters now is the entire offering, a holistic ecosystem that must be crafted and designed. There’s a problem – who are the ecosystem designers, and what role does service design play in this scheme?
Apple’s ecosystem is hands down the most complete, end-to-end and surface-to-core consumer experience. Some like it, some don’t, but there’s no denying that it’s the pinnacle of what a service designer would seek to be a part of when it comes to designing for experiences that are boundaryless and move seamlessly across space and time.