Service Design Thinking


Posted by Liz Eckert | Posted in INF536 | Posted on August 8, 2014

Things I want to remember from Module 3.4 Design beyond designers


This Is Service Design Thinking:

  1. It’s User-Centric: services are experienced through the customer’s eyes first and foremost. Those customers can sometimes be internal customers.

  2. It’s co-creative, involving all those who have a stake in the service, including customers

  3. Sequencing shows that all activities and actions undertaken are interrelated, not acting in silos

  4. Evidencing makes those actions visible, understandable by anyone who might be touched by the service.

  5. It’s Holistic, taking into account the world around the service. The service does not operate in isolation of other services, products and environments.


Summary of Meinel and Leifer (2013)

  1. The Human Rule: All Design Activity is Ultimately Social in Nature. Never Go Hunting Alone. (co-creative and user-centric)

  2. The Ambiguity Rule: Design Thinkers Must Preserve Ambiguity. Never Go Home Empty Handed. (break down silos and act in a holistic manner, but adds emphasis on not defining one’s solution too early, before one has had the chance to investigate the concept fully)

  3. The Re-Design Rule: All Design Is Re-Design. Take the Big Idea Home. It Has Been Done Before. (Sequencing and Evidencing, in order to keep track of assumptions)

  4. The Tangible Rule: Make Ideas Tangible. Facilitate Human Communication. (Evidencing)

I think I tend to try for the human rule & the re-design rule. However, I need to work a bit more on the evidencing idea, particularly when I switch things around in the library, without really telling anyone why I’m doing something. I tend to tell people when they’ve asked why I’ve shifted things around. (usually prototyping an idea to fix an issue for me in the layout/usage of the library.)

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