I recently started serving on the San Francisco chapter board of the Service Design Network, and I’m learning a lot about service design: a design discipline that approaches the design of services with an “end-to-end,” systems lens. Taking those steps to understand the customer journey is necessary and important.īut the Catalyst design methods won’t necessarily give you insight into inter-dependencies within the system, the ripple effects your redesign might have on your organization, or what it will take to sustain new changes. Many human-centered design methods we teach in Catalyst, our training program in human-centered design, focus on understanding the context of a problem and building empathy with the end-users impacted. When you’re working on a design project at your organization and create a customer journey map, do you ever feel like you still only have partial visibility into the challenge? For the design enthusiasts in our network, I have a question for you:
