3. Iterating on Service Design strategy
So, implementation has started. Concepts have turned into user stories, and they’re being designed and developed as we speak. Shit just got real. The once high level concepts are now facing the complexity of implementation called reality. How are we going to fit new stuff in our current UI? Are we not adding flows that counteract each other? Why are my users responding completely different than during the validation tests?
You may have tested some assumptions when validating your prototypes but you might have overseen the impact and risk of another. Whatever it is that unexpectedly pops up while creating the UX, the UX-designer is learning. He or she is thereby validating — or when it doesn’t work out, iterating on the Service Design strategy. Some insights on-the-go might be so impactful that the whole concept needs to be changed. This knowledge should not stay with the one musician, but be spread to the entire orchestra
Don’t burn your bridges
Service Design strategies are quite resistant to time, as they are founded on in-depth user insights. Nonetheless, people do change, and the world quickly outpaces the concepts created for those needs. The bridge between Service Design and Development is not a one-way route. A strategy stays relevant when iterated on while it’s being developed. With their connection to both the strategy and implementation, UX-designers are the designated people to take on this task.
UX Design, f*** yeah — …and now what?
For real innovation to occur, there are actually three worlds that need to work together. Service Design will set you up with the strategy, development will take care of the realisation and UX will make sure the former two are able to talk to each other. Treasure the transformation skills of your UX designers and you might actually see your next innovation project come alive.