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Deep Thoughts

June 23, 2020
A Service Designer Lens: Grocery Pickup Spot #4, the New Normal?

From bruised apples and tomato paste to lucky pickup spot #4, let’s take a look at what qualifies as a “stamp of approval” when it comes to grocery pickup services during a global pandemic.

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June 16, 2020
Designing for Sustainability: A Harmonic Design Series About Service Design and the "S" word

Service design practice is all about connection—in service of others, and in service of the planet. We've reached out to sustainability experts and had the opportunity to gather valuable insights on how service design and sustainability intersect.

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May 19, 2020
The Politics of Design

In an effort to work the democratic spirit into how teams work together, I’ve been working on a Design Collaborator’s Bill of Rights. Like all documents of this kind, they anticipate the need to assert rights when they are infringed.

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May 13, 2020
From Teachers to Facilitators: Is it Time to Evolve Yet?

We teach others how to use service design to create better outcomes in their organizations and society. This cycle of learn-practice-teach is integral to our work and why we do what we do.

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April 28, 2020
Understanding Activity Systems as a Service Designer

How much do we need to understand about business strategy to be effective as service designers?

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April 23, 2020
A Place in Library Land

I’m thinking about libraries today because it’s National Library Week. The theme this year — chosen months ago — happens to be “find your place at the library.”

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April 16, 2020
The Elephant in the Blueprint

We practice human-centered design by researching and designing for service providers and the people who interact with those services, but what about the elephant in the room?

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April 14, 2020
Service Safari (Elephants Included)

A service safari is a method service designers use to evaluate service experiences in situ—going out to the location of the service and experiencing it themselves as a visitor, customer, user, etc. And what better location to test out a new framework for a service safari than at a zoo?

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April 6, 2020
The Art of Facilitating Design Research

There is an art to facilitating design research. On one hand, it’s just about having a conversation. It should feel that way to the participant, anyhow.

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March 17, 2020
The 10,000-Foot View of Service Design

Given its strategic, integrative, multidisciplinary scope, Service Design is particularly zoomy, so it is unsurprising that altitude-based frameworks and analogies are frequently used in the Service Design world.

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