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Service Experience Conference 2014 Video: A Service Design Odyssey

Posted December 14, 2014

Here is my performance (!) and talk from the Adaptive Path Service Experience Conference 2014 “A Service Design Odyssey: Building Service Design Capability at Intuit.”

In case you need your memory jogged, it featured this cast of service design space aliens:

first-group

As Intuit’s first bona fide service experience designer, I’m on an odyssey to build a service design practice from scratch. Before I could dive into the application of service design, I had to take a company that doesn’t fit the template of a service-based business and figure out how to build service design capabilities within. But how do you create an environment and influence an organization to allow that to take place?

This talk is an inside look at what I’ve learned so far about introducing, defining, and implementing service design throughout an organization where it hadn’t existed before.

I love all things experience design. I work as a Principal Service Experience Designer at Intuit in Mountain View, CA.

9 Responses

  1. F2 .net engineering s.r.l.
    F2 .net engineering s.r.l. January 8, 2015 at 2:09 pm |

    Very interesting. I’m an interaction/UX designer (and front-end developer and CEO) at my very small web development company and I didn’t knew about Service Design. Thank you for introducing me to this new concept. Is there any resource/book that you may suggest to me to deepen my knowledge of the subject?

  2. Erik Flowers
    Erik Flowers January 8, 2015 at 2:23 pm |

    Thank you. If you want to start getting in to the idea, I’d try out these books in this order

    Designing for Growth: http://www.amazon.com/Designing-Growth-Thinking-Managers-Publishing/dp/0231158386/ref=sr_1_1?ie=UTF8&qid=1420752101&sr=8-1&keywords=designing+for+growth

    Service Design: From Insight to Implementation
    http://www.amazon.com/Service-Design-Implementation-Andy-Polaine/dp/1933820330/ref=sr_1_1?ie=UTF8&qid=1420752058&sr=8-1&keywords=service+design

    This is Service Design: http://www.amazon.com/This-Service-Design-Thinking-Basics/dp/1118156307/ref=sr_1_1?ie=UTF8&qid=1420752136&sr=8-1&keywords=this+is+service+design

    And as sort of a wild card, this book actually is what really kicked off the end to end, service design type model for me many years ago http://www.amazon.com/Essential-Persona-Lifecycle-Building-Personas/dp/0123814189/ref=sr_1_1?ie=UTF8&qid=1420752159&sr=8-1&keywords=persona+lifecycle. It’s a little older, a little different, but has always been one I refer to deeply.

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