Here’s a brief wrap-up of the January Service Design Drinks held at Usability Matters in Toronto.
We are looking forward to having Linn speak at our Jam on Friday, March 07!
A snippet of their presentation:
One challenge that frequently occurs is that many large corporations have a channel-oriented structure, meaning that different touchpoints like web, mobile, customer service people and physical stores exist in silos, isolated from each other. The problem created is this: customers experience a service or brand horizontally across silos, rather than in the vertical organizational buckets. Service design uses tools like customer journey mapping, swimlane maps and service blueprints to take a look at what happens back and front stage in a service, and how to better align channels to break down silos.
This helps to explain more of what service design is and how we go about doing it.
Example of a Service Blueprint: