Service Design as a Service: Why projects don't get past implementation

Service design is growing fast, and everyone wants holistic 360°services, with the right customer experience at the right touchpoint at exactly the right time, but most of the time we seem to get it wrong.

Why do service designers too often see their work end as pre-projects or research projects, instead of actually changing services?

Is the lack of successful implementations a symptom of a weakness in service design as a methodology or us as designers, or is the «immaturity» of clients and organizations to blame?

In the spring of 2015, former AHO students (https://aho.no/no/design), Daniel Jackson (https://www.linkedin.com/in/daniel-jackson-904779b) and Pernille Landa Hansen (https://www.linkedin.com/in/jane-pernille-landa-hansen-80791457) conducted more than 60 interviews, and shadowed the processes of five organizations to write a thesis on how to successfully implement service design in large organizations.

In this talk, they will present their findings and propose a revised design process for established and aspiring service designers - quite possibly igniting a fierce post-talk discussion.

Welcome to the first IxDA meetup of 2016, we look forward to seeing you at MESH!