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Column: Service Design

UXmatters has published 20 editions of the column Service Design.

Top 3 Trending Service Design Columns

  1. This Is Service Design Thinking: Deconstructing a Textbook

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    September 19, 2011

    If you’re like me, you have a mini-library of those user experience books that are most meaningful to you. No, not the ones hidden away on your eReader, reminding you of their presence only when you see their titles on the screen. Rather, I’m referring to those tangible books, sitting on your office bookshelf or on a side table at home. Perhaps some remind you of the time when you first entered the field of user experience, wanting to absorb everything about the topic. Or maybe everyone raves about a book as being seminal to the user experience discipline, but you keep the fact that you’ve never read it a secret. Regardless of why you have them, where they live, or how much you recall of their content, these books are important to who you are as a UX professional.

    I’ve recently finished reading what is now the latest addition to my own professional mini-library: This Is Service Design Thinking, by Marc Stickdorn, Jakob Schneider, and numerous collaborators and co-authors. This book is likely to become the quintessential service design textbook for students, educators, and professionals alike. In this column, I’ll share highlights from the book, along with some of my own interpretations, and tell you why you should add this book to your own personal collection. Read More

  2. Departments of Motor Vehicles: Their Evolving Role and Design Challenges

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    April 1, 2013

    Each of the states in the U.S. has a Department of Motor Vehicles (DMV) that is responsible for handling diverse citizen needs such as personal identity cards, driving permits and licenses, and registrations for vehicles such as cars, trucks, motorcycles, and boats—both commercial and personal. One of the most common interactions between people and their government is with their DMV. Everyone has to interact with the DMV at some point in his life and, more than likely, these interactions occur annually—whether for registration renewals or violations, if you drive like me.

    What’s notable about the DMV is that people across the U.S. think it’s one of the most miserable customer experiences they’ve encountered. When you tell someone, “I have to go to the DMV,” the response is universally, “Oh, long groan, I’m so sorry…” and an empathetic pat on your shoulder. Few things cause a citizen more angst than preparing for a visit to the DMV. No matter how sure you are that you have got the right paperwork, have followed the right process, and have brought the right means of payment, you always have this nagging feeling that something will go wrong. While you might think that adding the human element to the experience—DMV employees—would conjure up a feeling of relief, the opposite is actually the case. You’d likely approach an employee of the DMV in much the same way Dorothy approaches the scary Wizard of Oz—with timidity, apologizing all the while, and being prepared to be yelled at. Read More

  3. Enabling a Career Shift from User Experience to Service Design

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    June 23, 2014

    Having managed UX professionals at various levels for many years, I find that, after five to seven years working in user experience, they often ask, “What’s next?” in their career. Some become managers of UX groups, while others, who continue to enjoy doing the work, advance to the most senior level of their current role.

    But there’s one group of UX professionals whose path is less obvious. They’ve likely been working in a UX Architect or Information Architect role, doing a mix of user research and design activities. These people often reach a point where they’re feeling less challenged—and that the work they’re doing is the same, day in and day out. Even the discovery of new ideas, concepts, and methods that is part of working in user experience—for example, responsive Web design or Lean UX—and would previously have ignited their interest or presented new challenges has ceased to do so. They have likely gained strong leadership skills and, when working on projects, tend to think more broadly than the user-interface design solution currently at hand. If this sounds like you, you may be suited to a career in service design. Read More

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