Thinking
Where the practice thinks out loud: journals and research, practitioner writing, podcasts and newsletters worth subscribing to.
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15 resources
A method for mapping a service end to end, showing what the user experiences alongside the frontstage and backstage work that makes it happen. Explained clearly by Nielsen Norman Group.
Nielsen Norman Group's short introduction to service design: what it is, how it relates to UX, and the core concepts of frontstage and backstage.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.
The UK government's blog about design, written by the people doing it across departments. Honest accounts of what worked and what did not.
An edited academic collection on the theory and future of designing for services, bringing together researchers from the field's main university groups.
Ten principles for designing government services, starting with 'start with user needs'. Short enough to read in five minutes and widely borrowed outside government.
Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.
A team in the UK Cabinet Office that brings design, data and ethnography into policy making, and writes openly about how.
Andy Polaine's podcast about design operating at many levels, from details to systems, with guests across service, strategic and systemic design.
The Service Design and Innovation conference, the main academic gathering for service design research, held every two years with open proceedings.
Marc Fonteijn's long-running video series and podcast of conversations with service design practitioners, aimed squarely at people doing the work.
An occasional printed newspaper about service design, started by Martin Jordan in 2015, with short pieces from practitioners around the world. Most articles are also published online.
Gerry Scullion's podcast network on human-centred design, with a dedicated strand of conversations about service design and public services.
The Service Design Network's journal, published since 2009. Each issue takes a theme and mixes practitioner and academic writing.
Daniela Sangiorgi's widely cited 2011 paper in the International Journal of Design on service design as a driver of organisational and social change.