From silos to services: innovation lessons from service design
summary
Large organisations routinely fail from setup not skill: a 2012 Peek Vision field team puts clunky clinic kit on mobile devices, finds the 3 m testing distance is impossible in homes and makes changes overnight to iterate; a 2016 Hertz-style programme spends millions and aborts after two years because of non‑responsive builds, unfamiliar tech and procurement split into silos. Practical moves are concrete: make a high‑level service map, measure whole service performance not activity counts, run a quick print-and-highlight content test, and try a safe 10-user pilot.
AI-written summary · about
chapters (9)
- 0:00Introduction
- 0:13How to design for people
- 1:55Peak Vision
- 5:40Herz example
- 9:26What we can do
- 12:55Make it easy
- 14:38Draw a messy picture
- 17:50Change the language
- 22:22Caring about others
related talks
48mService Design and Front End Interaction
44mWhat Can User Experience Learn from Service Design?
42mEvolving an In-House Design Practice
27mFrom Siloes to Systems: Using Design to Power Up Business Agility
20mLeveraging the power of service design to boost web performance
48mBuild Agility with Design Sprints
36mFostering Cross Functional Collaboration
13mHolistic approach in product design