The mapping of systems, and by extension, architecture, in any service blueprint — aids in revealing the impact of back-stage on the front-stage. In most brownfield engagements, service designers are brought in to rectify and/or enhance the front-stage experience, with the existing infrastructure as a constant constraint. …

You are not alone if you’ve ever questioned whether there is more to the back-stage of a service blueprint. In my experience, the back-stage of a service blueprint has a tremendous amount of unrealised potential. The service blueprint is a key design artefact comprising both the front- and back-stage, separated…

For those who do not know, this lunar new year marks the Year of the Rabbit, which is “abound with creativity and an appreciation for the arts”. Reflecting on my design journey from multi-cultural Singapore to the United Kingdom, I’ve always been fascinated with the dual nature of design (both…

There is tremendous value in doing the discovery stage of a project/ engagement well, including knowing your customers better and ideating ways and means to improve their experience. But context matters — in the private sector, business needs dictate quicker turnarounds and an expedient go-to-market approach. …

Service blueprints are a wonderful visual artefact to show how an organisation delivers (or attempts to deliver) for its customers. Nielsen Norman Group (NNG) has an erudite site covering the components of a service blueprint, its benefits and both key and secondary elements. To this I would add the importance…

And What You Can Do About It. — I sat in a workshop last week, with a multidisciplinary team comprising of Service Designers, Business Analysts, Product Owner, Delivery Leads and Testers. When the delivery plan was presented, the Service Designers were the first to quip on the need to run a “full 4 month design phase of work…

Happy New Year! With Artificial Intelligence (AI)’s rapid pace of advancement, let’s see what AI (in this instance, ChatGTP) has in store for us Service Designers. Caveat: this is not a scientific method (nor Socratic method) of testing AI or even trying to understand how AI would impact Service Design…

One of the numerous joys of being an in-house service designer is the profound understanding of how your business works (or in some cases, do not work). We are challenged to become more pragmatic and collaborative — instead of just sprouting design terms, we use familiar bearings to anchor our…

In the story Alice in Wonderland, Alice encounters the Chesire Cat and inquires which way she ought to go. When the Cheshire Cat asks for her destination, Alice replies, Alice: I don’t much care where. The Cheshire Cat: Then it doesn’t much matter which way you go. Alice: …So long as I…