Beyond the Service Journey: How Improvisation Can Enable Better Services and Better Service Designers


A great read from authors, Roger Manix and Lara Penin

What is improvisation? And how can it enhance the service design process? Through a system of exercises, we will describe how to infuse a sense of play in the classroom, in the context of a service design-related course. These exercises shed light on how people (service users, providers, citizens) are connecting (and disconnecting) from one another. Service design insists upon a holistic approach towards the human experience and builds upon human interactions. Its processes, therefore, should reflect this integrated view by working across disciplines.

For the full article visit the Service Design Network



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