2. “How can I help you?”
=
What are the expectations and limits of my role here?
How can this organization help you?
I am having such a bad day!
I can only help you if you help me by telling me clearly
what you really want.
How much are they paying me to be nice to someone as
awful as you?!
2
3. “How can I help you?”
=
service design is unavoidably political
insofar as it is in essence getting people
to perform the role
of _being friendly to_ a stranger
=
(servicing the needs of)
3
7. service engineering
servqual management
service design
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
7
8. new ways of living
service engineering social design
servqual management co‐creation
service design
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
8
9. new ways of living
service engineering social design
servqual management co‐creation
l
ca
i
lit
po
service design
ec
on
om
ic
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
9
11. new ways of living
service engineering social design
servqual management co‐creation
l
ca
i
lit
po
new ways of working
service design service providers
employees
ec
on
om
ic
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
11
12. new ways of living
service engineering social design
servqual management co‐creation
l
ca
i
lit
economic politics
po
new ways of working
service design service providers
employees
ec
on
om
ic
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
12
13. new ways of living
service engineering social design
servqual management co‐creation
new ways of working
? service design service providers
employees
user‐centered design new ways of consuming
research‐led design ROI Margins/Market Share
Customer Loyalty/Brand
13
14. at the least
having (empathy with)
?
employee service providers
as part of service designing
14
15. [ and precisely (or politically)
not merely managerial
representatives of employees
(i.e., the clients commissioning
the service design) ]
at the least
having (empathy with)
?
employee service providers
as part of service designing
15