The Most Difficult Part of Designing Services?

You can feel quite twitchy about wanting to get stuck into the actual service, you know. You do have to kind of... it's not your role to get involved in the detail of that service. Your role is actually around understanding the parameters to enable that service to succeed and to ensure that those are being designed and created correctly. Often that means working with staff who are very colleagues, who are very far removed from, you know, your typical design colleagues. They don't talk in design terminology, they don't necessarily understand your design vocabulary. There's a lot of relationship building, kind of communication,. Trying to understand when I say this word and you say this word, do we mean

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