Publications

Advancing the service design discourse

Therapeutic Benefits of Using Service Blueprinting

Solving complex problems requires collaboration across multiple disciplines. Learning-oriented organizations actively work towards breaking down silos to enable a culture of collaboration and create exceptional experiences for their customers and employees. However, achieving meaningful collaboration is hard work. The journey towards it is akin to therapy for the organization. It requires deep reflection, courage to accept challenges, commitment to work on them, and – most of all – embracing vulnerability.

The Hidden Value of Bridging Boundaries in Service Design

Service designers often oscillate between different spaces and zoom levels. This puts them in a unique position to bridge various institutional boundaries. Facilitating, nurturing and sustaining the relationships at these boundaries is not only emotionally and mentally cumbersome, but the impact of this work is also difficult to measure.

Boundary Permeability Framework for In-house Service Design Teams

In-house service design teams encounter the challenge of navigating internal boundaries and bridging fragmented parts of the organizational system. This article presents a conceptual framework to explain how these teams can create the necessary conditions for boundary permeability, a critical factor for their success.