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What if I only have one touchpoint? Service Design Answers Video

Posted June 19, 2016

Service design touts the ability to solve problems and create solutions that span end-to-end. It is a discipline that excels at looking beyond just a product or tangible evidence.

But what if you feel like you have only one touchpoint? You just produce one thing, not a whole ecosystem of interconnected products and services. How do you apply service design methods when you’re limited to a journey that is just one step?

I was asked this question at the EvolveUX conference, and what you see in the video is a re-creation of a napkin sketch I did in response.


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

    Hi Erik,

    Slowly, I’ve been learning about Service Design through following you on twitter and reading your blog; very interesting video!

    Curious, what’s your setup to do this type of live sketched screencast? iPad connected to a Mac? And what software are you using to sketch on a seemingly infinite canvas?

    Thanks from Singapore,

    – Kiran

  • Thanks. It was done with a cheap wacom tablet and just screen recording using Quicktime and Adobe illustrator. A low-tech solution.

  • Kiran Max Weber

    Thanks for the quick reply, Erik!