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:
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.