Service designers often face limitations in their roles within product-centric organizations, constrained by perceptions and titles that may not reflect their actual contributions. Many perform service design tasks without the formal title, advocating for a broader recognition of their impact. Frustrations akin to those of researchers arise as they struggle to demonstrate their influence on final products. The key to measuring success lies not only in the output but in how effectively they shape and prioritize the work, ensuring it addresses user needs holistically. This highlights the importance of understanding and influencing project priorities to create a cohesive user experience, rather than solely focusing on the end product.
Chris Risdon is a Senior Staff Designer at eBay. Chris describes himself as an interaction designer that tends to look through a service design lens. Alongside his co-author Patrick Quattlebaum, Chris wrote Orchestrating Experiences, which is an excellent guide to the practice of service design. In this conversation, we unpack service design: what it is, how it benefits organizations, and how it might be changing in light of new technologies like AI.
See full show notes at:
https://theinformed.life/2024/08/25/episode-147-chris-risdon/