Service Design Drinks January wrap-up

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.

Thanks Linn!

Example of a Service Blueprint:


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