Valeria Paris

Basically, we have to stop fetishising the methods, the how, and start re-focusing on what it is we’re trying to do. Service design is everybody’s business. It’s a team sport for organisations and on a day to day basis of delivering actual services with delivery teams, who don’t tend to spend much time on creating complex visual reports, personas or lengthy (can’t print in-house) journey maps that no one can read.

Service Design has become commoditised because agencies need to sell it. I know this because I run one. And, sometimes, this is OK because it’s attached to a wider project of discovery and design and well, you need to itemise deliverables because that’s how procurement works. But, it’s a slippery slope, where larger business consultancies who deliver projects for top tier cli…