Service Design Impact: Measure Influence Over Output

Service design increasingly resembles a service design problem that requires careful coordination of touchpoints, channels, time, and space. Practitioners face challenges in demonstrating their impact, similar to those experienced by researchers, particularly concerning how their efforts translate into tangible results in shipped products. A more effective approach lies in evaluating the influence of service designers on prioritization at the organizational level rather than solely measuring the outcome of delivered products. This involves assessing how well redesign principles are integrated into project prioritization and whether understanding user needs effectively shapes the direction of development work. By focusing on the prioritization process, service designers can provide measurable contributions that reflect their understanding of both user experience and technical feasibility.