Power of Ten with Andy Polaine S4 Ep1: Linn Vizard - Service Design for Real World Outcomes
Jan 11, 2024
Join Linn Vizard, founder of Made Manifest and a leader in service design, as she dives into the intricacies of creating impactful public services. Linn shares her journey from studying industrial design in Ireland to establishing Service Design Toronto. She critiques the trend of digital-centric service design and emphasizes the need for holistic solutions. Explore her approach to prototyping at Toronto City Hall, enhancing user experiences, and why practical delivery often eludes designers, all while calling for meaningful human interactions in service design.
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Product Pulls Service Design Back To Digital
- Product teams are pulling service design back toward pure digital work, risking loss of holistic systems thinking.
- Many organisations lack journey or service owners, forcing service design to fit existing silos rather than the whole service.
Prototyping In Person At City Hall
- Linn embedded at Toronto City Hall to prototype better wayfinding and information desk workflows for diverse in-person visitors.
- She discovered security desks were overloaded and prototyped routing interventions to smooth first contacts.
Channel Funnels Create Dangerous Gaps
- Customers move fluidly between channels and expect seamless handoffs, but organisations often design channels as isolated funnels.
- That misalignment creates gaps where each team assumes the other will manage transitions.