SD Futures: Service design, the next ten years

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This presentation will cover how topics like design training, relationships, and human behaviour will change the services we use and deliver. These will have tremendous impact in the future and we’re already seeing evidence of them in some of our current projects. So how will service designers need to navigate these trends to stay relevant in an ever changing world? Services are evolving at breakneck speeds. Our role as service designers may soon be unrecognisable.

Business

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Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Service Design,
the next ten years
Service Design Futures
21 September 2018
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Photo by Javier Allegue Barros on Unsplash

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An Introduction
Service Design, the next ten years

3
An Introduction
Service Design, the next ten years
Studio Insight

5
Four Drivers
Service Design, the next ten years
Liquid Sectors with
Fluid Consumers
Playing with
Data Analytics
The Human OS CX Capability
Building

8
Your biggest
competitors
aren’t who
you think.

10
It’s 2018 and
even cows are
sharing data.

13
Behavioral Intervention Design
Conscious
Action A
Conscious
Action B
Conscious
Action C
Unconscious
predictive
action
Automatic Fast
Thinking
Reflective Slow
Thinking

14
Social norm
Extra decision points
Learn when to
speed things up
and when to
slow them
down.

15
Customer Experience
Capability Building

16
CUSTOMER EXPERIENCE
As an afterthought Relevant Designed and managed Integrated As the core
STAFF BEHAVIOUR AND MINDSET
Role based Service reflex Journey reflex
Lifecycle reflex
Co-creative reflex
CX CAPABILITIES AND PRACTICES
Rare Fragmented Working together Aligned Omnipresent
Trying Doing StrategizingCoordinating Innovating

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So where do service designers
fit into this future?
Everywhere and nowhere.

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The Future Service Designers
Relationship
Designer
Translator Behaviour
Designer
Visualiser

19
Relationship Designer
Design relationships and
personalities of services
people interact with
Skills:
playwright, psychology,
machine empathy

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Translator
Provides a bridge from data
analytics and organisational
needs to service design
Skills:
organisational empathy,
strategy, data literacy

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Behaviour Designer
Designs experiences that
guide human behavior.
Skills:
cognitive & behavioural
science, design ethics

22
Visualiser
Simplifies and visualises ideas,
concepts, experiences and
processes to enable different
stakeholders to grasp complex
subjects.
Skills:
illustration, synthesis, simplification.

24
No service
designer is
an island.
Photo by Joakim Honkasalo on Unsplash

25
We can’t
predict the
future.
Nate Swain’s work, photo by New England Nomad

27
The future can be
scary, but there is
safety in numbers.

28
Thank you
@liveworkstudio@theliveworker Livework Studio
Liz LeBlanc
Associate Head of Design, Livework Studio
liz@liveworkstudio.com
@bookofliz
For this presentation, and more:
liveworkstudio.com/collections/service-design-futures/

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1. 1 Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018 Service Design, the next ten years Service Design Futures 21 September 2018 Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018 Photo by Javier Allegue Barros on Unsplash

2. 2 An Introduction Service Design, the next ten years

3. 3 An Introduction Service Design, the next ten years Studio Insight

4. 4 What is currently driving change?

5. 5 Four Drivers Service Design, the next ten years Liquid Sectors with Fluid Consumers Playing with Data Analytics The Human OS CX Capability Building

6. 6 Liquid Sectors with Fluid Consumers

7. 7

8. 8 Your biggest competitors aren’t who you think.

9. 9 Playing with Data Analytics

10. 10 It’s 2018 and even cows are sharing data.

11. 11 Everyone needs to get data literate.

12. 12 The Human Operating System

13. 13 Behavioral Intervention Design Conscious Action A Conscious Action B Conscious Action C Unconscious predictive action Automatic Fast Thinking Reflective Slow Thinking

14. 14 Social norm Extra decision points Learn when to speed things up and when to slow them down.

15. 15 Customer Experience Capability Building

16. 16 CUSTOMER EXPERIENCE As an afterthought Relevant Designed and managed Integrated As the core STAFF BEHAVIOUR AND MINDSET Role based Service reflex Journey reflex Lifecycle reflex Co-creative reflex CX CAPABILITIES AND PRACTICES Rare Fragmented Working together Aligned Omnipresent Trying Doing StrategizingCoordinating Innovating

17. 17 So where do service designers fit into this future? Everywhere and nowhere.

18. 18 The Future Service Designers Relationship Designer Translator Behaviour Designer Visualiser

19. 19 Relationship Designer Design relationships and personalities of services people interact with Skills: playwright, psychology, machine empathy

20. 20 Translator Provides a bridge from data analytics and organisational needs to service design Skills: organisational empathy, strategy, data literacy

21. 21 Behaviour Designer Designs experiences that guide human behavior. Skills: cognitive & behavioural science, design ethics

22. 22 Visualiser Simplifies and visualises ideas, concepts, experiences and processes to enable different stakeholders to grasp complex subjects. Skills: illustration, synthesis, simplification.

23. 23 You cannot know everything.

24. 24 No service designer is an island. Photo by Joakim Honkasalo on Unsplash

25. 25 We can’t predict the future. Nate Swain’s work, photo by New England Nomad

26. 26

27. 27 The future can be scary, but there is safety in numbers.

28. 28 Thank you @liveworkstudio@theliveworker Livework Studio Liz LeBlanc Associate Head of Design, Livework Studio liz@liveworkstudio.com @bookofliz For this presentation, and more: liveworkstudio.com/collections/service-design-futures/

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