SILK

Posted by Carol Coletta on October 06, 2008

Design Management Institute is meeting this week in Maine.  Yesterday I had an opportunity to tell a roomful of designers how they can be pivotal to making cities places people love.  Right now, I am listening to Oliver King, director and co-founder of Engine, one of the world's foremost service design consultancies, headquartered in London.  Oliver is presenting a succession of service design projects, including SILK, the Service Innovation Lab in Kent.  Among many other innovations, SILK helped develop a method of involving dads in their children's lives.  One of the key methods was the "Go Card" that encouraged fathers to engage with their children throughout the city in

The five fundamentals of service design:

Understand the value fundamentals.  What is valuable to the provider and to the customer?  How is value generated within the organization?

Services are delivered through dynamic systems of people, processes and products. 

People are an implicit part of the production of service and because of that they must be part of the service design.  It's about co-creation. 

Services happen over time so innovation can happen at any point of the journey.

You must understand the service proposition and where it is situated in the overall offering.