For twenty-five years, Ben Reason and Lavrans Løvlie have been trying to give services the design quality people already expect from a product. Everybody knows what a designed BMW feels like. Almost nobody loves their bank, their hospital, or their mortgage. A product is the contract. A service is everything before it, during it, and after you are done, and it includes the relationships people do not aspire to: tax, a prison, a claim.
Josh Tyson and Robb Wilson sit down with them at the moment that work stops being a specialty and starts being the bottleneck. Organizations accepted that they needed a better experience, then got stuck behind a backlog. AI takes the backlog away. Anyone can produce software. What they cannot produce, unless someone designs it, is a service worth running. Robb calls the failure mode vanity token burning: fun for the person at the keyboard, expensive for the company, and often pointless for the human on the other end. Service design was built, from the start, around whether a service can last economically, and in Ben’s original frame, sustainably.
The asset is specific. A service blueprint used to die of its own detail: gorgeous, complete, and impossible for an organization to use. The useful version now comes in two fidelities. A compression humans can read and approve (finance, the business, the CEO with an A3 in a briefcase). A hydrated version agents can execute. Blend them and both audiences lose. Lavrans’s line: there is a design job and a build job, and when machines do more of the building, the blueprint becomes the system prompt.
Also in this episode:
- Why people do not want seamless, they want the right friction (a UK student-loan team that refused to make the first big borrow feel fast;
- an insurer that dropped “tell us what happened” and lost trust);
- Why vanilla is a gift for public services and a nightmare for a brand;
- A European telco whose sales director would not believe that 60 percent of store visits were service; why the CEO has to own the blueprint (including the one outside Brian Chesky’s office);
- Why you start with nurses and frontline staff, not the customer poster;
- A live simulation of Norway’s alcohol regulations, where removing the application saved thousands of hours and immediately billed the savings to police and healthcare.
LINKS:
Service Design: From Insight to Implementation
Service Design for Business: A Practical Guide to Optimizing the Customer Experience
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