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The Future of Service Design

A core team of almost 100 service designers has contributed to a first survey on the future of service design. Now we would like to invite the global community to comment and to vote on this condensed version of the first survey!
A short summary of the outcomes will be shared digitally after March 5th - and a book on the topic will be published middle of 2020. Please join in!


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The tricision was completed. Here is the result:

Business: Service design becomes more business oriented and will partner with organizational change & development. Service design will be organizational design.
by Birgit
 
A design approach has a unique value to deal with organizational change as organizational design
by Frithjof Wegener
4
 
Do designers know enough about organizations already to be able to “design” a whole organization?... more
by Frithjof Wegener
9
 
Especially, when trying to work out "frictionless" or "seamless" delivery from outside-in view fo... more
by Satu Miettinen
1
 
Service Design helps organizations to become more customer centric and resilient in the changing ... more
by Taina Mäkijärvi
2
 
Valuable and orignal contribution when focussed on wellbeing, collaboration and a capability appr... more
by Anna
 
Yes, this too. Part of SD will still design services and parts of SD will design the prerequisite... more
by Erik Widmark
37
Vote

Annette, Martina, Rikke and 34 more

Further ideas

Ideas
Pros and cons
 
Votes
Ethics: In the future service design will take a strong focus on ethics and power structures.
by Birgit
 
Human + society - centred design
by Schwanhilde
1
 
Working within power structures and shifting power structures service designers must be equipped ... more
by Jeannette Weber
2
 
This will become increasingly important as AI and automation develop within services. Service des... more
by Kathryn Grace
4
 
Service design should help us move from HCD to life centred design, taking the sustainable develo... more
by Bas Raijmakers
4
 
Power will shift from monolithic institutions to networks and platforms. Only those who put the h... more
by Suvi Seikkula
 
Service design with any kind of vulnerable community or context needs strong ethical framework as... more
by Satu Miettinen
1
 
How much of it is crafting a service and how much of it is actually consulting work? As a Ser... more
by Mauro Rego
1
 
There are more and more services profiting on "dark patterns" and so called "service dorking" tha... more
by Marcin Chłodnicki
1
29
Vote

Annette, Rikke, Trix and 26 more

Government: Service designers will play a growing role in government systems with a focus on digital transformation and as policy makers.
by Birgit
 
Services designers will play an increasingly important role in enabling and coaching teams and ad... more
by Cornelia Vonhof
 
I think the relation of service design and policy making could be more explored. We enter into te... more
1
18
Vote

Martina, Trix, Karin Lycke and 15 more

Sustainability: Service design will be used to accelerate the creation of sustainable circular systems.
by Birgit
 
Service design will take the environment as an additional (default) stakeholder into the developm... more
by Schwanhilde
3
 
Service design is able to deal with the complexity of environmental and circular systems
2
 
Service design can deal with the complexity of many stakeholders with different sometimes competi... more
by Bas Raijmakers
2
 
Service design has to evolve into system design to answer global challenges and sustainability go... more
by Anaelle Charlemoine
1
17
Vote

Markus Edgar Hormess, Karin Lycke, Tarja and 14 more

Technology: Service design will be integrating AI and Data systems and data will serve as new material for Service designers. Service design as we know it becomes obsolete because all interfaces are digital and back of house is run by AI-led data farms, not people. Service designers become data s... more
by Birgit
 
Here would be already momentum for systematic state-of-the-art literature research & benchmark to... more
by Satu Miettinen
1
 
There will be need for data-oriented service designers, but there will also be need for human-ori... more
by Suvi Seikkula
1
 
When the use of AI and data driven services increases, service designers have an important role i... more
by Titta Jylkäs
1
 
Assistance Intelligence is already a reality. Service Designers must understand how to operate th... more
by Mauro Rego
1
 
Service Designers need to extend their research methods by tools based on data and machine learning.
by Reto Wettach
2
 
We need a new culture of anticipating and prototyping services enabled through data, be it data, ... more
by Reto Wettach
2
16
Vote

Reto Wettach, Nils Brüggesch, Boris Divjak and 13 more

Management: Service design will develop into a management approach coordinating all initiatives impacting CX/UX. The distinction between branding and customer experience disappears as service design's marriage with branding changes how CX management is done. Service design might no longer be call... more
by Birgit
 
Service design is very useful to make the brand promise real but is subordinated, SD doesn't def... more
by M Bejarano
 
I would extend this idea and postulate that there is no distinction between product/service and b... more
by Reto Wettach
1
16
Vote

Reto Wettach, Jan, Moira Douranou and 13 more

Education: Service design thinking and service design basic skills will become essential topics in higher leadership education. Service designers (already) move from 'doing' to 'teaching' we will see a shift in the role their are playing. They will be advisors of management, and coach teams in do... more
by Birgit
 
Service designers working in large organisations/businesses will need to play both an educator an... more
by Kathryn Grace
1
 
As a service designers education should always be part of our work. Often, we are still introduci... more
by Markus Edgar Hormess
1
15
Vote

Pia, Rosa, Fabian and 12 more

Work Environment: Service design will have a deeper focus on meaningful interpersonal relationships in teams, personal growth and great communication within the work environment.
by Birgit
 
Teams and individual employees become a consciously perceived audience of SD.
by Cornelia Vonhof
 
I think that this is a crosscutting capacity and essential skill in all kind of service related m... more
by Satu Miettinen
1
 
Absolutely true and already measureable, yet, in this circumstance, service design is often confu... more
by Anna
 
Mind the disillusion: risk of using service design to activate processes that will not come to an... more
by Anna
7
Vote

Anna, Mariluz Soto, Hanna Rumpunen and 4 more

Future Forecasting: In order to better anticipate multiple futures service designers need to lead the way in advancing the practices of Foresight. In the future service designers will use advanced modeling tools to anticipate the impact once the service is introduced to avoid unintended conseq... more
by Birgit
 
Change is happening at an ever faster pace. In order not to design for the past, service designer... more
by Suvi Seikkula
2
7
Vote

Annette, Anna, Nils Brüggesch and 4 more

Academic Education: Most design schools will offer service design education. The standards for service design skills will be transparent and the academic backbone will be stronger.
by Birgit
 
Service design will be an essential content also in non-design-oriented study programmes. Teachin... more
by Cornelia Vonhof
 
Service design can be a program on its own, but integrating it in a variety of programs will spre... more
by Stéphanie Bartels
1
 
It seems that rather schools of management and polytechnics are interested in SD then schools of ... more
by Marcin Chłodnicki
7
Vote

Tarja, Anna, Rosa and 4 more

The future of Service Design is to deliver measurable impact towards solving some of the world's most pressing environmental, economic and social challenges. Measurable impact towards transforming entire systems (and related organizations), towards reaching the 17 SDGs. Service Designers need to ... more
by Nancy
 
Either we start doing this, or we might never stop designing services driven mostly by business n... more
by Maria Ana
3
 
Never overestimate what service design can do. Yet, it seems so far one of the best mind-set to s... more
by Anna
7
Vote

Trix, Markus, Anna and 4 more

No future for service design: Service design is struggling to keep pace with the challenges of designing for an increasing complex and connected world, it is unable to correlate everything within a holistic perspective, service design implodes under the weight of its expanding ambitions.
by Birgit
 
I’ve voted for many of the statements hear, as have others, and that is a problem. Service design... more
by Merlin Judd Duff
3
 
Service Design develops into different streams, with practitioners working in different mixes of ... more
by Kathryn Grace
1
 
We just published a book around these complexities: https://www.routledge.com/Managing-Complexity... more
by Satu Miettinen
 
I think we still need more knowledge. Complexities also often treat political or/ and organisatio... more
 
But in a way... service design is made to deal with increased complexity. SD is like a virus, con... more
by Erik Widmark
 
Most design thinkers consider themselves service designers, offering their services to companies.... more
by Marcin Chłodnicki
1
6
Vote

Mariluz Soto, Mari Suoheimo, Satu Miettinen and 3 more

In-House service design: In the future all service designers are working inside organisations and all clients start their own consultancy. Service design agencies will be eaten by the clients/consultancies. Service design will almost disappear from view, becoming a role found in every organisatio... more
by Birgit
 
In-House service design is constantly receiving new impulses for practical application through ex... more
by Cornelia Vonhof
 
Service Design will increasingly be an in-house activity and not an activity given to external pa... more
by Kathryn Grace
2
 
Not agree. There are already signs of rebellion... When service design becomes business design an... more
by Anna
1
 
This has already happened. More and more SDs are working in-house and service organisations are b... more
by Erik Widmark
6
Vote

Mauro Rego, Jesse Talsi, Benjamin and 3 more

Star Alliances: Next change in the market will be that independent SD agencies build alliances and welcome private equity to build the first independent but large (over 10 000 people) competitors against the management consulting giants (mckinseys, etc), with the difference that these companies ... more
by Birgit
 
This is a wish...
by Anna
 
But why compete with management consultants? Why not compete with the service industry? If servic... more
by Erik Widmark
1
 
Economies of scale seem to be much smaller in service design than in management consulting or IT.... more
by Marcin Chłodnicki
1
3
Vote
Anna
Bas Raijmakers
Jana Lév

Comments

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