I have been poking around in the depths of many service delivery operations, developing a sort of service x-ray vision. This vision comes into use for handling life’s mundane unpleasantries like successfully negotiating the bill or fee.

Harmonic designers partner with Georgia Tech to teach service design methods to address real-world environmental issues, which helps push our own practice and design pedagogy

2021 summer interns reflect on what they learned and their Harmonic experience.

Three years on, battle-tested approaches for Orchestrating Experiences and driving change in your organization.

In this video, we illustrate the approach taken by Harmonic service designer Jeff Harris, where he explores service blueprinting to create a shared understanding and alignment.

How can we—both design practitioners and product and service providers—be better at understanding concepts and perspectives for going beyond traditional customer-centricity?

In my decades of design work, collaborating with a wide variety of people from all kinds of disciplinary backgrounds, I’ve noticed that the attitudes most helpful for doing good design work are often reversals of conventional virtues.

Experience Mesh is a simple sense-making technique driven by a storytelling activity that combines multiple actors’ stories in one single view of a service experience.

The game-changing piece of advice I received when I was applying for jobs after grad school was this: know your story, rehearse it, and tell it with intention.

I often get asked questions about the relationship between service design (SD) research and user experience (UX) research. The answer is very simple, but communicating that simplicity is not easy. This post will attempt the briefest, clearest answer possible.