An Introduction to Industrial Service Design
I wrote a chapter on Service Design at Scale for this book that includes case studies and methodologies from a number of prominent academics and practitioners in Service Design.
The book was edited by Satu Miettinen, Professor of Service Design, at the University of Lapland, Finland.
My case study from UC Berkeley outlines the design approach, the service improvement opportunities, and the challenges faced with successfully implementing a large-scale enterprise-level system. The chapter looks at how the voices and needs of end users were woven into the design process, outside-in, to transform services delivery, and in partnership with the functional business owners.
An Introduction to Industrial Service Design, Routledge, 2016