The conventional wisdom is that digital is the future of everything—even the future of service design. Service design professionals increasingly report that digital is the primary channel they’re working in. And companies are looking to service designers to maximize how high-cost service and support can be made cheaper and more efficient through self-serve digital channels. But service design is more complex than merely designing a digital product. It requires mobilizing front-line staff and customers, redesigning organizations, shifting culture, and improving how knowledge is shared—the hard, messy, human stuff. Yet many service design professionals still lack those skills, and new entrants into the service design field are seizing the opportunity. This talk will give a data-centric snapshot of the state of service design today and examine what skills will be increasingly essential for service designers in the future.
Design Consultant and Advisor
Leah Buley Co.