The role of service design in digital transformation
summary
A framework of six practical strategies claims to stop mere UI reskins by mapping frontstage/backstage, aligning remove your blinders research with operations, and applying systems thinking across a real auto transformation that catalogs 160 processes and multi‑vendor teams. Teams build a shared master prototype and a single‑app principle to spot blind spots, measure user‑centric OKRs, and cut silos; service design arrives mid‑program by taking before/now/target snapshots and succeeds in unifying solutions and speeding value delivery.
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chapters (8)
- 0:00Start
- 2:27Anatomy of a Service
- 11:24Common pitfalls
- 15:58Service Design bridges the gap between business and tech
- 18:30Background
- 26:00Establish design governance
- 26:48User-centric methods and metrics
- 29:45Service Design Framework (recap)
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