Chapter 2

Service Design solves the right problem

Authors: Adam Lawrence   

Abstract

Service design is an important, powerful, effective, and accessible approach to change and improvement which reflects the realities of today’s organisations. Despite a long history, it is also widely unknown. In this introductory chapter, I will map out what service design is, why it is useful, what happens in service design projects, and why Higher Education should be adopting it more.  
Prototype Chapter

Authors

Adam Lawrence

Adam is a co-author of “This is Service Design Doing”, a top-selling handbook and textbook for service design. He is a co-initiator of the Global Service Jam, the world’s biggest service design event. A professional actor, he applies his expertise in psychology, customer experience, and showbusiness to co-create value with clients and users. He co-founded WorkPlayExperience, a global consultancy helping organizations integrate service design in their culture and processes.