The reality is, services are rarely holistically designed or start from a greenfield position. Most service design is brownfield most of the time.
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#testingcontent
Services are made up of 1000s of design decisions taken by constituent parts of an organisation or system. These design decisions are often unconsciously made, without an understanding of the impact on end users - staff, customers and the general public.
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#testingcontent
When working in a brownfield environment, the role of a Service Designer should focus on facilitating + communicating how the constituent components of an orgs model, role, rules, policy, culture or infrastructure impacts the UX and meeting the right outcomes for people.
Beyond this, orchestrating the strategic vision of how these parts can re-aligned or be designed to facilitate an experience and delivery model that meets user needs, working alongside domain experts within each constituent component.
Just like a mechanic can navigate, diagnose+fix a car's engine with the help of part specialists, a Service Designer should have the capabilities to navigate an org or system, diagnose the parts that are blocking a service meeting user needs, and facilitate a strategy to fix it.
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