Scaling In-house Service Design

In-house service design teams have the great advantage of being placed with all other moving parts of the organisation. Each project becomes an opportunity to change the organisation and to influence how they think and work. There’s real-time domain learning, involvement with stakeholders, and business. A team can build long-term relationships with employees and create a knowledge pool. A wider diffusion of service design practices in organisations has significant potential to improve service innovation. However, further work is needed to strengthen the connection between management and service design. There’s a lot of scope to drive long-term, systemic changes.