Service Design creeping up the agenda

Though I’m obviously personally excited to have a new job as Director of Service design for Capita, I think it’s also exciting for the industry. This is a large service sector organisation (36,000 employees, £2.5bn turnover) which has switched on to the potential of service design to provide new and dynamic approaches to service improvement and change.

What’s particularly exciting is that this is a business that’s formidably focused on the bottom line. My role will be to connect service design with that bottom line in very tangible ways. Less about the design aesthetic and more about the design impact. But IMHO this is exactly what the industry needs in order to get up the agenda – high impact projects delivered at scale, which really demonstrate the value of its methods, thus far only really deployed at a micro level.

It’s very early days yet, and my eyes are well and truly open to the challenges in front of me, but I’m starting 2010 hugely optimistic. And I’ve got a great opportunity to polish that elevator pitch, practiced with parents, in-laws and neighbours over Christmas when they asked “so what will you actually do in your new job?”

Happy new year to all.

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4 responses to “Service Design creeping up the agenda

  1. good luck with your new job, it sounds great! keep us posted on your actions 😉

  2. “And I’ve got a great opportunity to polish that elevator pitch, practiced with parents, in-laws and neighbours over Christmas when they asked “so what will you actually do in your new job?”

    Love this. So true. Children are also a good sounding board. Good Luck Joel. Hope your new job is everything you want it to be and more.

  3. Pingback: 6 lessons on service design in 6 months « plate and serve

  4. Absolutely – getting organisations as credible as Capita involved in this field adds legitimacy to all the smaller organisations (plus you guys get to educate everyone as to what service design is all about and its importance in this economy, since it is still a sector in infancy.

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