Service design can be explained and used in many ways. 

For me, service design is a mindset. It is a mindset of a cross-functional team that thinks first from the human perspective, and instead of talking about possibilities, test them directly, and is eager to gain insights through research and is co-creative. It is a mindset that breaks down silos, open up collaborative opportunities and exchange between colleagues, clients and partners. 

Unfortunately the reality is often far away from reaching this mindset. I experienced situations where service design is intended as a pre-sales approach, is defined as a 2-day workshop (and by the way of “Just send me the agenda of your workshop and I will do it with my clients . . .” OMG!) or nailed down to a “recipe” made of a toolset usable in every occasion (like Carbonara . . . WTF!).

Augsburg, Germany
Solution Designer Industrial IoT at KUKA AG