Features are not enough.
Chasing feature releases without taking the greater system into account leads to product debt, making it more expensive and time-consuming to adapt. Customers become weighed down by a product optimized for business processes rather than the tasks they set out to complete.
Unaccounted for external forces introduce unnecessary risk to the product.
Building in a bubble accumulates product debt, increasing the cost of future change.
The business doesn’t see results from the investment, limiting future gains and funding.
Service design drives
perspective on priorities.
We map the system to identify opportunities for development.
Service design maps out what happens upstream and downstream from the user and external factors that may impact their ability to use the product.
We measure goals to demonstrate business value.
Identify metrics early, build in analytics, and track progress over time to inform future release priority.
We ship human-centered products that meet the needs of the business.
The best products exist at the intersection of user value and business needs. We build for business outcomes and design for the people using the product.
Development of a HIPAA compliant platform coordinating emergency room staffing
Case study: mySCP
Accelerating the time for fun as families arrive for a vacation getaway
Case study: Great Wolf LodgeWhite paper
Define product excellence with service design
How to deliver high-quality experiences for people where they are and when they need them
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