Martin Jordan<p>In the early 2010s, I was pretty excited about <a class="hashtag" href="https://bsky.app/search?q=%23IoT" rel="nofollow noopener noreferrer" target="_blank">#IoT</a> things and the prospects.
At the Berlin <a class="hashtag" href="https://bsky.app/search?q=%23ServiceDesign" rel="nofollow noopener noreferrer" target="_blank">#ServiceDesign</a> Drinks in summer 2015, Hannes Jentsch and I talked about ‘smarter touchpoints and contextual services’ —
<a href="https://www.slideshare.net/MartinJordan/smarter-touchpoints-contextual-services" rel="nofollow noopener noreferrer" target="_blank">www.slideshare.net/MartinJordan...</a><br><br><a href="https://www.slideshare.net/MartinJordan/smarter-touchpoints-contextual-services" rel="nofollow noopener noreferrer" target="_blank">Smarter Touchpoints & Contextu...</a></p>
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#servicedesign
7 posts · 6 participants · 0 posts today
Martin Jordan<p>New design jobs in the German <a class="hashtag" href="https://bsky.app/search?q=%23publicSector" rel="nofollow noopener noreferrer" target="_blank">#publicSector</a>!
German pension provider DRV Bund is looking for another <a class="hashtag" href="https://bsky.app/search?q=%23serviceDesign" rel="nofollow noopener noreferrer" target="_blank">#serviceDesign</a>er in Berlin.
The City of Munich’s unit digital@M seeks a working student focusing on <a class="hashtag" href="https://bsky.app/search?q=%23design" rel="nofollow noopener noreferrer" target="_blank">#design</a> and visual communication.
👇🏻
<a href="https://verwaltungsgestaltung.de/#positionen" rel="nofollow noopener noreferrer" target="_blank">verwaltungsgestaltung.de#positionen</a></p>
David O'Brien<p>Tube maps are a great way to illustrate a high level picture of how a user might navigate a service / journey / experience. People just seem to "grok" them.</p><p>We made a <a href="https://mastodon.scot/tags/Miro" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>Miro</span></a> template you can use to get you started.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://miro.com/miroverse/tube-map/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="">miro.com/miroverse/tube-map/</span><span class="invisible"></span></a></p>
Martin Jordan<p>Proposal accepted!
LinkedIn post turned into a workshop format for <a class="mention" href="https://bsky.brid.gy/ap/did:plc:qasoghlzwyyzuq7ukmclvfyh" rel="nofollow noopener noreferrer" target="_blank">@sdingov.bsky.social</a>:
“How to exit our <a class="hashtag" href="https://bsky.app/search?q=%23serviceDesign" rel="nofollow noopener noreferrer" target="_blank">#serviceDesign</a> Groundhog Day experience?”
<a class="mention" href="https://bsky.app/profile/karakane-kk.bsky.social" rel="nofollow noopener noreferrer" target="_blank">@karakane-kk.bsky.social</a> & I will run a workshop on making end-to-end service design finally happen.
We hope to see you there: Edinburgh, 17-19 Sep</p>
David O'Brien<p>This has consistently been our most popular post for years. By <span class="h-card" translate="no"><a href="https://mastodon.scot/@StephanieK" class="u-url mention" rel="nofollow noopener noreferrer" target="_blank">@<span>StephanieK</span></a></span> </p><p>Showing your user journeys as a tube map.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://design.scotentblog.co.uk/showing-your-users-journeys-as-a-tube-map/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">design.scotentblog.co.uk/showi</span><span class="invisible">ng-your-users-journeys-as-a-tube-map/</span></a></p>
David O'Brien<p>We've used these diagrams in the past to illustrate how features and products we build contribute to policy outcomes.</p><p>They could also be useful to illustrate <a href="https://mastodon.scot/tags/OKRs" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>OKRs</span></a> I think.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">design.scotentblog.co.uk/joini</span><span class="invisible">ng-the-dots-from-intent-to-outcome/</span></a></p>
David O'Brien<p>I like this because ... well, sometimes, an elephant chooses to stand on your car.</p><p>If that's what the elephant chooses, good luck persuading it otherwise.</p><p>Not gonna happen. Find another way. Or, you know what? Just admit it. We tried. We hit a dead end.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a></p>
David O'Brien<p>This, for me, is the point, and the purpose of service design. Help people *see* what they _know_.</p><p>Make it a practice, not a profession.</p><p>This service is now live and being used by businesses across Scotland. And it's all based on post-it notes and sharpies.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://www.scottish-enterprise.com/support-for-businesses/exports-and-international-markets/export-assessment-tool" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">scottish-enterprise.com/suppor</span><span class="invisible">t-for-businesses/exports-and-international-markets/export-assessment-tool</span></a></p>
David O'Brien<p>But in a meeting yesterday a colleague gave a demo of a new service we've introduced, on our site and said it was based on work I'd done.</p><p>I expressed surprise. (Actually, I said, "What have I done now?")</p><p>It was based on this service landscape map I worked with colleagues on our digital trade team to produce.</p><p>This work started 3 years ago. The folks I worked with have Miro accounts, so they've been updating it ever since. Which is why it is not neat, but still insightful.</p><p><a href="https://mastodon.scot/tags/servicedesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>servicedesign</span></a></p>
David O'Brien<p>How to create <a href="https://mastodon.scot/tags/inclusive" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>inclusive</span></a> personas, without creating inclusive personas. </p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://design.scotentblog.co.uk/create-inclusive-personas-without-creating-inclusive-personas/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">design.scotentblog.co.uk/creat</span><span class="invisible">e-inclusive-personas-without-creating-inclusive-personas/</span></a></p>
Martin Jordan<p>Join us at <a class="mention" href="https://bsky.app/profile/digitalservice.bund.de" rel="nofollow noopener noreferrer" target="_blank">@digitalservice.bund.de</a>!
Right before the Easter weekend, we opened mid-level UX/UI <a class="hashtag" href="https://bsky.app/search?q=%23design" rel="nofollow noopener noreferrer" target="_blank">#design</a> roles.
You can also find them on my little German <a class="hashtag" href="https://bsky.app/search?q=%23GovDesign" rel="nofollow noopener noreferrer" target="_blank">#GovDesign</a> job page.
The City of Zürich’s <a class="hashtag" href="https://bsky.app/search?q=%23serviceDesign" rel="nofollow noopener noreferrer" target="_blank">#serviceDesign</a> position remains open as well.
👇🏻
<a href="https://verwaltungsgestaltung.de/#positionen" rel="nofollow noopener noreferrer" target="_blank">verwaltungsgestaltung.de#positionen</a></p>
David O'Brien<p>Services rarely, if ever, exist in a void. They exist within a context. A landscape.</p><p>Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">design.scotentblog.co.uk/servi</span><span class="invisible">ce-landscape-maps-seeing-the-bigger-picture/</span></a></p>
Chris<p>I've added The StoryGraph links for all books in the Monster List of UX Books:</p><p><a href="https://www.airtable.com/universe/expqM3OWZoJkjl7wy/the-monster-list-of-ux-books" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">airtable.com/universe/expqM3OW</span><span class="invisible">ZoJkjl7wy/the-monster-list-of-ux-books</span></a></p><p><a href="https://mastodon.social/tags/ux" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ux</span></a> <a href="https://mastodon.social/tags/design" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>design</span></a> <a href="https://mastodon.social/tags/servicedesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>servicedesign</span></a> <a href="https://mastodon.social/tags/userresearch" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>userresearch</span></a> <a href="https://mastodon.social/tags/usability" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>usability</span></a> <a href="https://mastodon.social/tags/books" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>books</span></a> <a href="https://mastodon.social/tags/thestorygraph" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>thestorygraph</span></a></p>
Mair Rigby<p>This is a great free course for third sector organisations in Wales </p><p>Designing Digital Services </p><p><a href="https://toot.wales/tags/wales" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>wales</span></a> <a href="https://toot.wales/tags/digital" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>digital</span></a> <a href="https://toot.wales/tags/servicedesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>servicedesign</span></a> <a href="https://toot.wales/tags/thirdsector" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>thirdsector</span></a> </p><p><a href="https://lu.ma/iiap9w14" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="">lu.ma/iiap9w14</span><span class="invisible"></span></a></p>
David O'Brien<p>I know how you feel, Khean.</p><p>A few suggestions:</p><p>1. Just be useful. If you can code or prototype, do that. If you can write copy, do that. User research? Do that.<br>2. If it's possible, don't make Moro boards. Use real boards.<br>3. Create OKRs for your work, and use them to guide your decisions.</p><p>Godspeed.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a></p><p><a href="https://mastodon.design/@khean/109335176502571689" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">mastodon.design/@khean/1093351</span><span class="invisible">76502571689</span></a></p>
Tariq<p>what's the precise term that describes the phenomenon where</p><p>* a bureaucratic process doesn't work for most users</p><p>* but each individual user thinks the problem is rare and just bad luck they were affected by it</p><p>* and the organisation encourages the lie that the process mostly works </p><p><a href="https://mastodon.social/tags/servicedesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>servicedesign</span></a></p>
David O'Brien<p>I made an interactive version of Lou Downe's Good Services Scale.</p><p><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://design.scotentblog.co.uk/toolbox/good-services-scale/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">design.scotentblog.co.uk/toolb</span><span class="invisible">ox/good-services-scale/</span></a></p>
Jerome<p>A <a href="https://mastodon.social/tags/chatbot" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>chatbot</span></a> can't answer my question, so it offers to connect me to a person.</p><p>Bot: "Do you want to speak to a staff member?"<br>Yes/No.</p><p>Me: "Yes."</p><p>Bot: "Sorry, the office is closed. Please try again on Monday after 9am."<br>Ask another question/Quit.</p><p>🤔 Other questions I have: Why didn't your designers have you check staff availability before offering to connect me, or have you offer to queue my message for someone to answer on Monday morning?</p><p><a href="https://mastodon.social/tags/UX" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>UX</span></a> <a href="https://mastodon.social/tags/UXD" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>UXD</span></a> <a href="https://mastodon.social/tags/bot" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>bot</span></a> <a href="https://mastodon.social/tags/design" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>design</span></a> <a href="https://mastodon.social/tags/UserExperience" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>UserExperience</span></a> <a href="https://mastodon.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a></p>
David O'Brien<p>"We don’t need more average. This is why it’s still relatively easy to spot AI-generated ideas, content or outputs. Real ideas carry the weight of a point of view. We can work with this, design with it, and test it."</p><p>Brilliant stuff from Ben Holliday.</p><p><a href="https://mastodon.scot/tags/Design" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>Design</span></a> <a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> </p><p><a href="https://benholliday.com/2025/04/01/van-gogh-sunflowers/" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">benholliday.com/2025/04/01/van</span><span class="invisible">-gogh-sunflowers/</span></a></p>
Wolfgang Bremer<p>Speaking at the SDN Next Gen Conference 2025 on April 11. 🎤</p><p>🎟️⭐ Use code ‘NextGen-Star’ for 30% off your ticket!</p><p>Grab your spot: <a href="https://www.eventbrite.de/e/sdn-next-gen-conference-2025-dare-to-impact-tickets-1117574307839" rel="nofollow noopener noreferrer" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">eventbrite.de/e/sdn-next-gen-c</span><span class="invisible">onference-2025-dare-to-impact-tickets-1117574307839</span></a></p><p>Excited to connect with the next generation of service designers!</p><p><a href="https://mastodon.social/tags/SDNNextGen2025" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>SDNNextGen2025</span></a> <a href="https://mastodon.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>ServiceDesign</span></a> <a href="https://mastodon.social/tags/DesignConference" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>DesignConference</span></a> <a href="https://mastodon.social/tags/UX" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>UX</span></a> <a href="https://mastodon.social/tags/CX" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>CX</span></a> <a href="https://mastodon.social/tags/DesignLeadership" class="mention hashtag" rel="nofollow noopener noreferrer" target="_blank">#<span>DesignLeadership</span></a></p>
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