31. Service Design 101 (ft. Thomas Wilson)

Members of our UX Master Certified community are applying UX principles to their work in a range of different ways. In this episode, we interview Thomas Wilson, Senior Principal Service Designer at United Healthcare and discuss what service design is and what makes it challenging and rewarding.
Learn more about Thomas Wilson on LinkedIn: / thomasianwilson
NN/G SERVICE DESIGN RESOURCES:
Service Blueprinting (full-day or half-day formats): www.nngroup.com/courses/servi...
Service Design Study Guide (free article with links to many more): www.nngroup.com/articles/serv...
Learn more about UX Master Certification: www.nngroup.com/ux-certificat...
SOME OF THE (MANY) PEOPLE AND ORGANIZATIONS THOMAS MENTIONED:
Don Norman: www.nngroup.com/people/don-no...
Service Design Network: www.service-design-network.org/
Erika Hall: / mulegirl
Adam St. John Lawrence: www.oreilly.com/pub/au/6482
Marc Stickdorn: www.marcstickdorn.info/
Anthony Ulwick: anthonyulwick.com/
Bob Moesta: therewiredgroup.com/about/bob...

[@irfanadamm5819]

insightful

[@artworthi]

Interesting, anytime Thomas goes into listing things out mid sentence, like "Brand, Marketing, Service, Digital, Employee Experiences " and "People, Places, Partners, Props and Processes" it breaks down the immersion of the podcast . Hard to remain focused on the actual meaning when a sentence has these constant asides.
Other than that critique, good stuff.

[@icksv5529]

12:26 - 13:06 I don't think it's a matter of a lack of respect, I think it's a lack of understanding. The moment in which you read "The Design of Everyday Things" any book that teaches you the basic reasoning of HCI and any book that explain the basics of cognitive psychology, you will understand that every indivdual, every product, service and organization are systems that interact between each others and once you also get that UX it's about:
- Caring for people
- Studying people
- Studying system interactions
- Identify problems and devise solutions
You will also understand that UX it's applicable to everything and so I disagree with the list at 11:03 that does not mention UX Designers. A business it's a system made up of other systems, the people working for the business. Such business is the other side of the interaction between it and the "system customer", once you get the interaction it's not a one way (eg just the customer in this case) there's no reason for not listing UX Designers:)
The beautiness of this root of this profession, it's that applies to any system interaction, even the one between you and your partner or your children and reason it's beacause of its behavioral and cognitive components that allows you to bettere understand how yours and other brains operate.
Sure, you can break down UX by target areas and getting for example cx and ex, but UI Design or Product Design are a further breakdown and especially working in the digital fields, many end to be forcely put of focus with the digital nitty gritty aspect of the product and lack that "caring for people" or "love" that was mentioned in video also missing UX per se.
An example?
Well think about the hiring process. Company has a designer but the job advertise is crafted badly, bad white space management, poor information architecture, lack of consideration for human center methodology and when you get into the user interview sessions, you get poor questions. It's like if UX is only applied to the customers of the product or service.

[@mdnahidseo]

Hei bro are you looking for a profetional youtube thumbnail designer?

[@MicheleMessina-Spline3DMaster]

Professional*