NN/G UX Podcast 31. Service Design 101 (feat. Thomas Wilson, UXMC, Senior Principal Service Designer & Strategist)
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Aug 11, 2023 
What does service design look like when a customer’s experience depends on employees, partners, and behind-the-scenes systems? Thomas Wilson traces his path from visual design into the field and explores service blueprints, research, empathy, storytelling, and the challenge of making service design work inside large organizations.
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Service Design Definition
- Service design researches, analyzes, and designs customer touchpoints within a system or service.
- It aims to solve problems and create positive outcomes for customers, employees, and the organization.
Thomas Wilson's Career Journey
- Thomas Wilson's background is in visual design and writing, starting in the early 90s.
- He transitioned into service design by working on schematics, diagrams, and mapping for various industries, eventually focusing on customer and employee experiences.
Service Design Maturity
- Service design is newer in the US and less mature than in European countries.
- There's more evangelizing needed for service design in the US.