An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

It is important for designers not to start with an attitude of trying to change everything all at once. You have to find the spaces where everybody feels comfortable. Designers need to cultivate a humble approach. It takes a different kind of creativity to make innovation happen under those constraints. To do this takes a level of understanding where these constraints come from. You need to understand the culture and how to operate effectively within it. This requires being very conscious of how designers present their ideas. You have to create an environment that makes people secure about what the process is in the first place. In other words, how to make people who are unfamiliar with design comfortable with a process that is inherently different from what they normally do. It is both about the design ideas and how you design conditions for those ideas to be well received.

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