Service Design for Business
A guide to using service design inside organisations, aimed at people who need to make the case for it as much as do it.
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One of the first dedicated service design consultancies, founded in London in 2001, with studios in Europe and South America and a long record of published thinking.
How organisations need to change, in their structures and leadership, to deliver services that work. Written from experience inside large public and private organisations.
A journal article examining the contextual and organisational factors that limit service designers' ability to address power dynamics in their work.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.
Professor of service design at Köln International School of Design since 1995 and founding president of the Service Design Network.