Recently I have been reading a lot on the emerging market of service design, and how it affects our industry as an agency at Blueleaf, and how it affects my role.

Service design is the process of using design methods and experience to change the way services operate and interact with their users. This could be the service of airport check in to how an agency manages their client’s account.

I went to visit Engine Group (a service design consultancy in London) and met Oliver King on of the directors there which was a fascinating meeting to find out more about they operate. Thier process is this:

Which makes good sense. Thye have done some great projects as well for some great clients, and generally seem to have a great time doing it.

This got me thinking to the fact that no one is really, including some of the current service design guys, aren’t doing a lot from the point of view of digital service design, i.e. the use of experience and knowledge to design digital services for organisations to make the most of the web. It’s a perfect fit between Blueleaf, myself and our experiences.

I’ve just registered digitalservicedesign.co.uk so we’ll be looking into that more into the future to really develop it as a service. It’s a very interesting area.