Every organisation wants to design and operate good services. There’s no shortage of advice for how to do this. But there’s something about large, traditional organisations that makes this hard to do. And no design process, agile team, governance board or emerging technology addresses it.
The design of a large organisation places constraints on how well its products and services work. How it operates, what it values, how it makes decisions and who makes them. We can accept this and do the best we can for as long as we can. Or we can seek to change it.
Here are six things we can do.
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Help your organisation to know the services it provides – and why
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Help your organisation to know whether its services are any good
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Help your organisation improve its services
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Help organisations structure themselves around services
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Create the kind of tools that help everyone to make better services
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Enabling organisations to make better services (in general)
Some of these points fall outside the typical domain of the designer, researcher, product manager…or any other role. And yet they’re all from people who work inside the public sector, finance and insurance industries who are working to design good services – and to design good service organisations.
You can see more in my recent keynote at UX Scotland 2018 or check out the slides here.