Service Design Show The organisation is just another design problem / Peter Merholz / Episode #110
Oct 1, 2020
Peter Merholz, an organizational design consultant and author of 'Org Design for Design Orgs', shares his insights on how organizational design is essential for service designers. He discusses the shift from product-based value creation to service-oriented strategies and how this impacts design leadership. Peter emphasizes the need for designers to drive organizational change and highlights the evolving role of design in enhancing customer experiences. Plus, listeners can participate in a contest to win a signed copy of his book!
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Early Heuristic Evaluation Skill
- At Voyager, Peter filed a bug because a magnifying glass icon was used for two different functions: search and zoom.
- Designers dismissed it as intentional, but Peter knew it would confuse users and highlighted his knack for heuristic evaluation.
Design Uncovers Strategy
- Adaptive Path evolved from a web UX firm to a strategic and service design consultancy.
- Clients often lacked clear strategies, so they relied on design to uncover and shape strategy.
Go Beyond Surface Design
- Leverage initial interest in surface-level design to introduce deeper structural design elements.
- Don't just meet requests; provide what you know the organization truly needs for better experiences.
