Who should design the services in a service-based business? And what kind of capability is required?
Clearly many people in the IT industry focus on software services (SAAS), and see service design as an IT capability.
Meanwhile there are people in the design industry, who see service design (and interaction design) as exciting new areas for applying their design skills.
See the Design Council (UK) and the Service Design Network (USA). See also blogs by Peter Merholz and Dan Saffer.
It would be great to see more collaboration between these two communities.
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