I had the privilege of talking to Nathan Welch from Deloitte to give me some insight into how Service Design is being used to serve clients as well as bring internal change to the company.
It was definitely a surprise to learn how new the concept of Service Design was to Deloitte. He was brought on to be part of a team to invigorate the company. He emphasised it was not an easy job, and a lot of energy was put into educating Deloitte as it was serving clients.
I learned that meant that the job description of a Service Designer wasn’t just to provide clients with holistic, creative solutions to their problems. An inevitable part of the job is to do battle with the many layers of bureaucracy and company politics in order to their job.
When your design decisions are dictated by the user’s needs, and not restricted by company policy or expediency, what’s expectations or feasibility achievable, I’m sure you’d be seen as a loose-canon ball, a maverick with post-its.
I’m coming to learn that being a designer can never just be able to creation of solutions, but the manner and sensitivity to plant the idea and make it grow within an organisation. You need to be a people person, not just a creative person.
Lean UX involves the same priciples as IDEOs human centred design process. Fail fast, get feedback early, emphasise collaboration. Principles that can be translated across different disciplines and fields.