Service Design 2011 was a single day, single track conference, all about designing services for people and organisations.
It was the first dedicated service design conference in Australia – the topic has been included within many other conferences, but this is the first to focus on it exclusively.
The conference program covered a wide range of topics needed for a service design project – determining strategy and scope, design research, designing end-to-end solutions, case studies about completed services, designing public services, communicating design, influencing related projects and implementing complex services.
Service design is, as the title suggests, the design of services that are to be used by people.
Service design is a design practice focused on the design of the interactions people have with organisations – individually and as a system – to create a service. Services, and service design projects, will often incorporate some type of physical or digital product, but are broader than the product itself.
Service design may cover the design of the front-end service (what a potential customer sees) as well as some or all of the back-end processes needed to fully realise the service.
As a design discipline, many of the methods and approaches of service design are similar to those used in other design disciplines such as product design, and will be familiar to people working in all areas of design. For example, service design projects all need to understand people and their context, describe the journey a customer may take, design a solution and document it, work with related projects, communicate design solutions and ultimately implement the solution (and manage the change).
The distinctive feature of service design is it’s focus on the holistic service.
If you haven’t come across service design before, here’s a great overview: What is service design?
If you are in a role where your recommendations or decisions determine what service will be provided to people, or how they experience that service, this conference was for you. You might be called one of the following, or manage them:
Or you may be a: