To understand something is not to be able to define it or describe it. Instead, taking something that we think we already know and making it unknown thrills us afresh with its reality and deepens our understanding of it. ~ Kenya Hara
This applies to the notion of ‘service’ – a widely used word that have so many meanings, many of them quite narrow. I recently gave a PechaKucha talk in Brussels. My aim was to broaden the meaning and thus deepen it. Twenty images in twenty seconds. Here I have posted the images with additional commentary.
This is where Kenya Hara’s advice of making it unknown is useful. Gaining a deeper understanding of what services are, what they can be, and why they even exist, helps us understand why they often fail in the most unexpected ways, despite efforts to design them well. That is Charlie Chaplin in that picture, by the way.
In the previous picture what do you see is happening? What do you first notice. What service first comes to mind? Do you first notice passengers boarding their flight? Or do you first notice the airport ground services preparing the aircraft for a timely departure?
When we say #servicedesign is all encompassing, holistic and “end-to-end”, what do we fail to see? Without ground services, the passenger boarding process is an exercise in futility. Think of all those cases of delays on the tarmac. In many services, the airlines are the customers. Pilots and cabin crew are the users. Next: Coinciding coordinates and coordinated coincidences.
Runways are perhaps the most expensive real estate in the world. Aircraft get to stay for barely a minute during take-off, a little longer during landing. Airports are the hosts.
The same aircraft deployed on a different route creates a different affordance, again between two time slots. Think of an airline’s route map and schedule as their portfolio of promises. Promises of on-time affordance. That’s what passengers pay for. Services are sets of performances and affordances. The airline industry’s core metric of available seat miles (ASM) captures this duality. Revenue/ASM and Cost/ASM make or break an airline’s strategy. This is also #servicedesign although not commonly seen that way.
Designs of performances and affordances are in harmony with the artifacts and events that create the need for the service. This C-130J Super Hercules flying past Mt Fuji can transport troops and equipment to hot spots and through hostile environments. In Japan though, it is in friendly airspace. It can take-off and land from USAF bases. Thus in the business of military transport, treaties, leases, and diplomatic relations are part of the design. Parts that have to put in place ahead of time. Can’t “move fast and break things”.
Also an example of taxpayer-funded services producing pure public goods — namely, safety, security, and sense of calm — that are non-rivalrous and non-excludable i.e., enjoyed by all, the homeless and the billionaires, those who are for tax cuts and against.
The police arresting a protester in Baton Rouge. Who is using this service? Who are the customers? Are they happy with the outcomes? Are the users happy with their experiences? If not, what are the policies for cancellations and refunds?
People can expression their political opinions any which they want on any forum. But when they do so on the ballot paper, a special material called public confidence converts their opinions into votes. And only when those votes are captured in a ballot box supervised by officials, do they count towards the totals that bring parties into power or keep them there.
Empty chairs in empty rooms do not make economic sense. Not for long. Who owns and operates these built-environments within which demand meets supply? Who bears the risk that the meetings may not happen? The answer to these questions determines where or not they are part of a service.
Joking apart, Sunday services spark joy, helping people get rid of the clutter in their lives, to make room for what is important. Faith-based and religious organizations offer another valuable service: Convert goodwill and trust into food, shelter, and clothing for the needy. Disaster recovery for dignity. #GodFundMe
Irony defeats design. Global warming causes Arctic temperatures to rise. The melting and heavy rain send water into the tunnel entrance. While no seeds were lost, this brings into focus the need for systems thinking and designs to have greater foresight.
The way our societies have evolved, not a single day goes by without paying for or making use of services. Infrastructures services by definition are below the surface. They support economic activity, lifestyles, and cultures. They aren’t designed so much for individuals as for populations.
It’s as if you and your neighbors have a shared off-site storage to hold excess inventory, from which you can claim items as and when the need arises. They’re yours! Private stocks on public shelves. The store charges fees for stocking and claims processing.
Services supply goods. They also remove ‘bads’. Less is more. Removing waste of all kinds recovers the capacities and restores the conditions of valuable assets such as living and working spaces. Excessive consumption leading to waste, is of course an unintended consequence.
Often, your bank balance is useless if it is isn’t in the form of currency notes. But do you want carry those around until you really need them? Cash withdrawals convert a portion of your balance (performance) and makes it available in various denominations (affordance). #teletransportation
It is a frightful experience to be made as short as possible. The means to an end. No matter how much we improve the experience we’re not going to put this baby through it if not for the outcome of insight into her health. Experience, we go through. Outcomes, we get. MRI scans of 6-12- month-old infants at high-risk of autism were able to predict a diagnosis at 24 months of age or later.
Better experience means fewer burdens and therefore paying less over and above the price, in terms of physical or emotional effort. The ratio of price and quality of experience is the total cost of utilization or TCU. We can also understand this with low-fare airlines.
This is why you should never compare the quality or the cost of similar services offered in smaller geographies like Dubai, Denmark, or Estonia, to those in the US, India, or China. It is illogical. Not just economics. Also physics.
So you see, so many kinds of services, with so many different shapes and sizes. Which is why we have to careful in using words like holistic and end-to-end when talking about their designs. We have to use our imaginations to see services for what they truly are and can be.
It is important for designs to show how everything fits together to form “a whole that is other than the sum of its parts”, allows us to create products that achieve “a condition of harmonious, orderly interactions”. Yes, designers are systems thinkers by design.
Think about it. Read about it.