UX matters. Great to see as live|work has it’s roots in UX when we just called it web design.In her post Laura says that the promise of holistic end-to-end UX “Sounds great, but this chatter and discourse belies a truth that we often don’t want to admit: we rarely ever get to do it.” This chimes with our experience and the approach we are taking to with this book. Service Design is as much a positioning for designers as it is a new discipline. What I mean is that it has given us a new story that has enabled us to get some of that holistic end-to-end work that was our ambition when we started. We hoped to break out of the downstream work we had been doing but didn’t know if we would get to do the stuff we dreamt of. Service Design positions design as able to deal with the thing that the business sells to customers – the service – rather than a component of that thing. We don’t always get that pure position and we still love designing the detail and get annoyed when the web job goes to someone else but when you get to rethink a business process or conceive of a brand new proposition it is worth the effort.
Now this book needs writing – and with Rosenfeld – who have such a strong heritage with User Experience Design I have been nosing around bits of the web where UX folks hang out and looking at their discussions of Service Design.There are a few heated debates about the difference of lack of it (especially in the USA) which I am less keen to get into as that is, to me, fighting between siblings. However, there are also many comments from interested UX people who are not clear what Service Design is. I realise it can be hard to explain and have to deal with that when selling our services at live|work. What I would like to know is where the gaps are for UX people – what is it you would like to find out. How much of an intro to SD should we include in the book? Thx – Ben