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Published on Nov 20, 2016
Whose job is it anyway?! Service tools for product teams
Abstract: If no one on the product team has the title of service designer, whose job is it to practice service design? When it isn’t explicit, it can be difficult to make time for service design in a fast-paced organisation where constant progress is a metric of success. Instead of keeping service design isolated from product development, we can integrate the tools and methods into everyone’s work. The goal is to get everyone on the team thinking with a service mindset. In this talk I’ll share how to develop a service-oriented product team, and the benefits of working this way.
Innovation: I’ve had the opportunity to work on many points on the enterprise spectrum: building and leading a design team at an old, large corporation and now joining a maturing team at an adolescent startup. I’ve always been a champion for service design, but have seen it get thrown to the wayside when it comes to getting internal sponsorship for service projects. Selling the value of service design is one way to tackle the issue, but hitting the ground and actually doing the work is another. On many product teams, designers are siloed, apart from the strategists and researchers they desperately need to collaborate with. By sharpening their service design skills and approaching each problem with the service in mind, designers have new tools with which to collaborate.