Shakedown Social

David O'BrienI made the map in Miro.There's a template you can use if you think it would be useful.Have fun with it.<a href="https://miro.com/miroverse/intent-outcome-diagram/" rel="nofollow noopener" translate="no" target="_blank">https://miro.com/miroverse/intent-outcome-diagram/</a><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

David O'BrienI, and my PO (we were a <a href="https://mastodon.scot/tags/Scrum" class="mention hashtag" rel="nofollow noopener" target="_blank">#Scrum</a> team) used this as a communication tool with developers, designers, content writers, stakeholders, partner agencies.Even the government. I recall our head of design at the time went through to Victoria Quay for a meeting with a Minister and used it. (This was just before COVID.)Everyone got it.<a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

David O'BrienWhen I first conceived of this format for a map, six years ago now, I didn't really understand what I was making, or why.Those realisations emerged through the process of the making.There's a saying: "It's not the map that's valuable, it's the mapping."Making this map really taught me the truth of this.<a href="https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/" rel="nofollow noopener" translate="no" target="_blank">https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/</a><a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

David O'BrienSaying “No-one using our service has accessibility needs” is a bit like saying “We don’t need a ramp, no-one in a wheelchair has ever come up the stairs”.<a href="https://design.scotentblog.co.uk/the-disability-myth/" rel="nofollow noopener" translate="no" target="_blank">https://design.scotentblog.co.uk/the-disability-myth/</a><a href="https://mastodon.scot/tags/a11y" class="mention hashtag" rel="nofollow noopener" target="_blank">#a11y</a> <a href="https://mastodon.scot/tags/Accessibility" class="mention hashtag" rel="nofollow noopener" target="_blank">#Accessibility</a> <a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

David O'BrienHow to create accessible Word documents. <a href="https://mastodon.scot/tags/a11y" class="mention hashtag" rel="nofollow noopener" target="_blank">#a11y</a> <a href="https://mastodon.scot/tags/accessibility" class="mention hashtag" rel="nofollow noopener" target="_blank">#accessibility</a> <a href="https://mastodon.scot/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a> <a href="https://design.scotentblog.co.uk/how-to-create-accessible-word-documents/" rel="nofollow noopener" translate="no" target="_blank">https://design.scotentblog.co.uk/how-to-create-accessible-word-documents/</a>

David O'BrienThis, for me, is the point, and the purpose of service design. Help people *see* what they _know_.Make it a practice, not a profession.This service is now live and being used by businesses across Scotland. And it's all based on post-it notes and sharpies.<a href="https://mastodon.scot/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://www.scottish-enterprise.com/support-for-businesses/exports-and-international-markets/export-assessment-tool" rel="nofollow noopener" translate="no" target="_blank">https://www.scottish-enterprise.com/support-for-businesses/exports-and-international-markets/export-assessment-tool</a>

David O'BrienBut in a meeting yesterday a colleague gave a demo of a new service we've introduced, on our site and said it was based on work I'd done.I expressed surprise. (Actually, I said, "What have I done now?")It was based on this service landscape map I worked with colleagues on our digital trade team to produce.This work started 3 years ago. The folks I worked with have Miro accounts, so they've been updating it ever since. Which is why it is not neat, but still insightful.<a href="https://mastodon.scot/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a>

Inautilo<a href="https://mastodon.social/tags/Design" class="mention hashtag" rel="nofollow noopener" target="_blank">#Design</a> <a href="https://mastodon.social/tags/Explorations" class="mention hashtag" rel="nofollow noopener" target="_blank">#Explorations</a> ‘Experience Design’ is better than ‘Product Design’ · “It might be the best term we came up with so far.” <a href="https://ilo.im/161eaj" rel="nofollow noopener" translate="no" target="_blank">https://ilo.im/161eaj</a>What do you think?_____ <a href="https://mastodon.social/tags/Terminology" class="mention hashtag" rel="nofollow noopener" target="_blank">#Terminology</a> <a href="https://mastodon.social/tags/UX" class="mention hashtag" rel="nofollow noopener" target="_blank">#UX</a> <a href="https://mastodon.social/tags/ExperienceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ExperienceDesign</a> <a href="https://mastodon.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://mastodon.social/tags/ProductDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ProductDesign</a> <a href="https://mastodon.social/tags/UxDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UxDesign</a> <a href="https://mastodon.social/tags/UiDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UiDesign</a> <a href="https://mastodon.social/tags/WebDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#WebDesign</a>

Jan AdriaenssensThe train conductor just announced (consciously or unconsciously): "welcome dear traveller on this train", instead of the more usual "travellers" (plural) and I unexpectedly felt personally addressed. (Made me smile.)<a href="https://mastodon.social/tags/trains" class="mention hashtag" rel="nofollow noopener" target="_blank">#trains</a> <a href="https://mastodon.social/tags/train" class="mention hashtag" rel="nofollow noopener" target="_blank">#train</a> <a href="https://mastodon.social/tags/publictransport" class="mention hashtag" rel="nofollow noopener" target="_blank">#publictransport</a> <a href="https://mastodon.social/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a>

Jorge ArangoIn my latest podcast, Chris Risdon discusses service design and how it’s influenced by changes in tech (and AI in particular.) Lots of valuable insights here, especially for business leaders. <a href="https://theinformed.life/2024/08/25/episode-147-chris-risdon/" rel="nofollow noopener" translate="no" target="_blank">https://theinformed.life/2024/08/25/episode-147-chris-risdon/</a><a href="https://mastodon.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://mastodon.social/tags/UxDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UxDesign</a> <a href="https://mastodon.social/tags/ProductManagement" class="mention hashtag" rel="nofollow noopener" target="_blank">#ProductManagement</a>

Coach Pāṇini ®I’m in <a href="https://mastodon.world/tags/Atlanta" class="mention hashtag" rel="nofollow noopener" target="_blank">#Atlanta</a> for July. If you’re around, available, and game for a drink or meal, let’s meet up.<a href="https://mastodon.world/tags/Networking" class="mention hashtag" rel="nofollow noopener" target="_blank">#Networking</a> <a href="https://mastodon.world/tags/Meetup" class="mention hashtag" rel="nofollow noopener" target="_blank">#Meetup</a> <a href="https://mastodon.world/tags/Product" class="mention hashtag" rel="nofollow noopener" target="_blank">#Product</a> <a href="https://mastodon.world/tags/prodmgmt" class="mention hashtag" rel="nofollow noopener" target="_blank">#prodmgmt</a> <a href="https://mastodon.world/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://mastodon.world/tags/consulting" class="mention hashtag" rel="nofollow noopener" target="_blank">#consulting</a> <a href="https://mastodon.world/tags/FediHire" class="mention hashtag" rel="nofollow noopener" target="_blank">#FediHire</a> <a href="https://mastodon.world/tags/fedihired" class="mention hashtag" rel="nofollow noopener" target="_blank">#fedihired</a> <a href="https://mastodon.world/tags/getfedihired" class="mention hashtag" rel="nofollow noopener" target="_blank">#getfedihired</a> <a href="https://mastodon.world/tags/ProductManagement" class="mention hashtag" rel="nofollow noopener" target="_blank">#ProductManagement</a>

Guy Martin (Dwev) :pc2red:Here's the latest episode of my podcast, with as many :pc2black: PC2.0 features enabled as possible. My audio here was not great as I didn't set up my levels properly, but I'm really proud of the content. Let me know what you think! <a href="https://podcastindex.social/tags/podcast" class="mention hashtag" rel="nofollow noopener" target="_blank">#podcast</a> <a href="https://podcastindex.social/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a> <a href="https://podcastindex.social/tags/podcasting" class="mention hashtag" rel="nofollow noopener" target="_blank">#podcasting</a> <a href="https://podcastindex.social/tags/workplace" class="mention hashtag" rel="nofollow noopener" target="_blank">#workplace</a>

Andy PolaineSo, where are all the <a href="https://pkm.social/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a> folks on Mastodon?

benxI've already said this before but I'll say it again...One change I'd like to see in the World Wide Web, is the emergence of websites that can't be accessed 24 hours a day.Maybe that's a website that's only available from 9-5 each day.Or maybe it's a web forum that you can only post on for a one hour period every week.Too much UX design is about pushing people to stay on websites as long as possible.I won't need to tell you that this obviously encourages unhealthy behaviour from the people using a web service but also...Also, it means that if a web service goes down at any time of day or night, some poor bastard has to stop whatever they are doing and spend an indeterminate amount of time trying to fix it while the whole entire userbase cries murder.Maybe, just maybe, we can set boundaries.Maybe an admin doesn't need to be on call at any time of day or night.Maybe that thing that you really want to post at 3am can wait until the morning (at which point you might end up being glad that you didn't post it).I dunno, just an idea.<a href="https://kolektiva.social/tags/FreeIdea" class="mention hashtag" rel="nofollow noopener" target="_blank">#FreeIdea</a> <a href="https://kolektiva.social/tags/FreeIdeas" class="mention hashtag" rel="nofollow noopener" target="_blank">#FreeIdeas</a> <a href="https://kolektiva.social/tags/StealMyIdea" class="mention hashtag" rel="nofollow noopener" target="_blank">#StealMyIdea</a> <a href="https://kolektiva.social/tags/StealMyIdeas" class="mention hashtag" rel="nofollow noopener" target="_blank">#StealMyIdeas</a> <a href="https://kolektiva.social/tags/AnotherWorldIsPossible" class="mention hashtag" rel="nofollow noopener" target="_blank">#AnotherWorldIsPossible</a> <a href="https://kolektiva.social/tags/internet" class="mention hashtag" rel="nofollow noopener" target="_blank">#internet</a> <a href="https://kolektiva.social/tags/boundaries" class="mention hashtag" rel="nofollow noopener" target="_blank">#boundaries</a> <a href="https://kolektiva.social/tags/MentalHealth" class="mention hashtag" rel="nofollow noopener" target="_blank">#MentalHealth</a> <a href="https://kolektiva.social/tags/sysadmin" class="mention hashtag" rel="nofollow noopener" target="_blank">#sysadmin</a> <a href="https://kolektiva.social/tags/UX" class="mention hashtag" rel="nofollow noopener" target="_blank">#UX</a> <a href="https://kolektiva.social/tags/UXDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UXDesign</a> <a href="https://kolektiva.social/tags/WebDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#WebDesign</a> <a href="https://kolektiva.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

Alx 🐈As a rule of thumb, expanding a feature or service that *engineers love* to the general user base, it's NEVER a good idea. <a href="https://mastodon.design/tags/design" class="mention hashtag" rel="nofollow noopener" target="_blank">#design</a> <a href="https://mastodon.design/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

Coach Pāṇini ®Anybody have a <a href="https://mastodon.world/tags/superversive" class="mention hashtag" rel="nofollow noopener" target="_blank">#superversive</a> story they want to tell? <a href="https://www.superversive.co/blog/right-kind-of-wrong" rel="nofollow noopener" translate="no" target="_blank">https://www.superversive.co/blog/right-kind-of-wrong</a><a href="https://mastodon.world/tags/storytelling" class="mention hashtag" rel="nofollow noopener" target="_blank">#storytelling</a> <a href="https://mastodon.world/tags/WritingCommunity" class="mention hashtag" rel="nofollow noopener" target="_blank">#WritingCommunity</a> <a href="https://mastodon.world/tags/content" class="mention hashtag" rel="nofollow noopener" target="_blank">#content</a> <a href="https://mastodon.world/tags/ProductManagement" class="mention hashtag" rel="nofollow noopener" target="_blank">#ProductManagement</a> <a href="https://mastodon.world/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://mastodon.world/tags/B2B" class="mention hashtag" rel="nofollow noopener" target="_blank">#B2B</a> <a href="https://mastodon.world/tags/startup" class="mention hashtag" rel="nofollow noopener" target="_blank">#startup</a>

Jorge ArangoYesterday I had a coffee and bought some food at a little corner coffee shop that I’d never visited before. Today, they emailed me asking for my birth date. It felt more annoying than charming. Folks: initial transactions needn’t be nudged toward deeper relationships. If the place is good enough (which this was) I’ll likely visit again; forcing things prematurely feels creepy and needy.<a href="https://mastodon.social/tags/ProductDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ProductDesign</a> <a href="https://mastodon.social/tags/UX" class="mention hashtag" rel="nofollow noopener" target="_blank">#UX</a> <a href="https://mastodon.social/tags/UxDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UxDesign</a> <a href="https://mastodon.social/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a>

Tim Gasperak<a href="https://social.coop/tags/Introduction" class="mention hashtag" rel="nofollow noopener" target="_blank">#Introduction</a> 2/3I'm interested in:<a href="https://social.coop/tags/ClimateChange" class="mention hashtag" rel="nofollow noopener" target="_blank">#ClimateChange</a> <a href="https://social.coop/tags/Ecology" class="mention hashtag" rel="nofollow noopener" target="_blank">#Ecology</a> <a href="https://social.coop/tags/Sustainability" class="mention hashtag" rel="nofollow noopener" target="_blank">#Sustainability</a><a href="https://social.coop/tags/Complexity" class="mention hashtag" rel="nofollow noopener" target="_blank">#Complexity</a> <a href="https://social.coop/tags/Cybernetics" class="mention hashtag" rel="nofollow noopener" target="_blank">#Cybernetics</a> <a href="https://social.coop/tags/SystemsThinking" class="mention hashtag" rel="nofollow noopener" target="_blank">#SystemsThinking</a><a href="https://social.coop/tags/Epistemology" class="mention hashtag" rel="nofollow noopener" target="_blank">#Epistemology</a> <a href="https://social.coop/tags/GregoryBateson" class="mention hashtag" rel="nofollow noopener" target="_blank">#GregoryBateson</a> <a href="https://social.coop/tags/WarmData" class="mention hashtag" rel="nofollow noopener" target="_blank">#WarmData</a> <a href="https://social.coop/tags/TheoryOfChange" class="mention hashtag" rel="nofollow noopener" target="_blank">#TheoryOfChange</a><a href="https://social.coop/tags/Design" class="mention hashtag" rel="nofollow noopener" target="_blank">#Design</a> <a href="https://social.coop/tags/DesignResearch" class="mention hashtag" rel="nofollow noopener" target="_blank">#DesignResearch</a> <a href="https://social.coop/tags/Ethnography" class="mention hashtag" rel="nofollow noopener" target="_blank">#Ethnography</a> <a href="https://social.coop/tags/Innovation" class="mention hashtag" rel="nofollow noopener" target="_blank">#Innovation</a> <a href="https://social.coop/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://social.coop/tags/StrategicDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#StrategicDesign</a> <a href="https://social.coop/tags/TransitionDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#TransitionDesign</a> <a href="https://social.coop/tags/UXdesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#UXdesign</a><a href="https://social.coop/tags/Futures" class="mention hashtag" rel="nofollow noopener" target="_blank">#Futures</a> <a href="https://social.coop/tags/Foresight" class="mention hashtag" rel="nofollow noopener" target="_blank">#Foresight</a> <a href="https://social.coop/tags/ChangeManagement" class="mention hashtag" rel="nofollow noopener" target="_blank">#ChangeManagement</a><a href="https://social.coop/tags/Psychology" class="mention hashtag" rel="nofollow noopener" target="_blank">#Psychology</a><a href="https://social.coop/tags/Colorado" class="mention hashtag" rel="nofollow noopener" target="_blank">#Colorado</a> <a href="https://social.coop/tags/Boulder" class="mention hashtag" rel="nofollow noopener" target="_blank">#Boulder</a><a href="https://social.coop/tags/Climbing" class="mention hashtag" rel="nofollow noopener" target="_blank">#Climbing</a> <a href="https://social.coop/tags/Cycling" class="mention hashtag" rel="nofollow noopener" target="_blank">#Cycling</a> <a href="https://social.coop/tags/BikePacking" class="mention hashtag" rel="nofollow noopener" target="_blank">#BikePacking</a>

Coach Pāṇini ®Can I interview you for a podcast?3 distinct but loosely related topics about:- business - product/service design - people/cultureInsights you have or trends which you don’t see in your feeds / communications networks / convos.Takers?<a href="https://mastodon.world/tags/product" class="mention hashtag" rel="nofollow noopener" target="_blank">#product</a> <a href="https://mastodon.world/tags/productmanagement" class="mention hashtag" rel="nofollow noopener" target="_blank">#productmanagement</a> <a href="https://mastodon.world/tags/servicedesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#servicedesign</a> <a href="https://mastodon.world/tags/culture" class="mention hashtag" rel="nofollow noopener" target="_blank">#culture</a>

Alx 🐈Can't believe I've just done this! In the final report of my latest design research for a cultural organisation I've just put it loud an clear: if you are really concerned about your users, you don't need this new product, because, as usual, your users' unsatisfaction has some deeper and more complex roots, that, no, cannot be address with another shiny digital product. <a href="https://mastodon.design/tags/ServiceDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#ServiceDesign</a> <a href="https://mastodon.design/tags/DesignResearch" class="mention hashtag" rel="nofollow noopener" target="_blank">#DesignResearch</a> <a href="https://mastodon.design/tags/Design" class="mention hashtag" rel="nofollow noopener" target="_blank">#Design</a>

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