87 / Service Design: Methods & Tools that Improve the User Experience

Service design is not new; in fact, today’s guests Adam Lawrence and Marc Stickdorn have been writing and teaching service design for more than a decade. But even in that time, the question of its precise definition remains, as Adam points out, “very active.”

It “is really the design process around any service that is the route or the basis for any experience,” Marc offers. It looks at both the customer experience and what an organization needs to do to actually achieve the customer’s desired outcomes.

Adam’s definition is more succinct, but no less thoughtful: “Service design is what service designers do,” he says. That sounds trite on its face, Adam admits, but there’s a good deal of thought behind it. Citing friend and colleague in the field Mauricio Manhaes, Adam adds, “We should spend less time defining service design and more time exposing people to it. Because often you don’t get it until you’ve actually tried it.”

So in their work – including delivering a pair of workshops and keynote addresses at ITX’s Product + Design Conference 2022 – Adam Lawrence and Marc Stickdorn are exposing audiences to service design thinking, methods, and tools “so they understand it in their gut before they understand it in their heads,” Adam says.

Tune in to catch Paul’s entire conversation with Marc and Adam, as they –

• Explain how service design tools and methods help reduce the risks associated with product development
• Describe trends in service design, from the early days spent convincing people that services are useful to the shift from a hands-on, tactical approach to a more strategic mindset
• Provide examples for how you can use service design tools as part of your refined approach to organizational management

The ITX Product + Design Conference 2022 is coming to Rochester, NY on June 23-24; get your tickets here.

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