“To accomplish the longer-term and broad-reaching goals of a North Star vision, coordinating service design, journey management, and product management is essential.”
We’re pleased to share that Mariah Mills, Service Design Lead at Harmonic Design, published a new article in Touchpoint Vol. 16 No. 1., The Journal of Service Design, by Service Design Network. Her piece, “Service Design, Product and Journey Management Collaboration Model,” addresses a growing need in complex organizations: How can these three disciplines work together—not just in theory, but in practice—to make smarter decisions and create more cohesive experiences?
In the article, Mariah proposes a practical collaboration model that brings service design, product, and journey management into structured alignment. Rather than competing for resources or influence, each discipline is positioned to contribute its strengths, balancing short-term delivery with long-term vision. She also surfaces a gap many organizations feel but haven’t yet addressed head-on: the need for governance models that support this kind of collaboration without slowing teams down.
“Journey management must have the authority to have direct input to roadmaps to ensure planned work aligns with strategy, customer, and business outcomes. This is the difference between merely monitoring journeys and truly managing them.”
The article builds on Harmonic Design’s long-standing commitment and offerings in advancing journey-based ways of working. We’ve seen firsthand how journey-led transformation improves experiences, aligns internal teams, and drives better business outcomes.
Mariah’s contribution reflects both this legacy and the path forward. As organizations seek to coordinate across functions, her work provides a grounded, systems-aware view of what that collaboration can—and should—look like.
Read the full article in Touchpoint.
We’re proud of our Harmonic Design team’s ongoing contributions to the Service Design Network, including helping to start a chapter in Atlanta, delivering keynotes, mentoring at Service Design Jams, and being published in Touchpoint.
The article is part of Touchpoint Vol. 16 No. 1—Bridging Disciplines: Service Design and Product Management, which is available for purchase in print and PDF format at https://www.service-design-network.org/touchpoint.