#service-design

If you think of a journey map as an aerial view, the top-down plot of your user’s tour through a service — imagine each step involved registering for a new library card — then the service blueprint is its cross-section. via Pocket

Interesting how she talked about what they do for a short time. And after that she spend a lot of time to show us why and how she did it. 

An open collection of communication tools used in design processes that deal with complex systems.

> "In the United States, studios like IDEO.org, Frog Design, and Adaptive Path have started applying these [of service design] principles to nonprofits."

Service Design Thinking

I'm working on a project within a large enterprise environment and have noticed that, at least in this particular organisation although I imagine it is a product of being big, fundamentally the approach to developing software is broken. ### It works, don't touch it So there is a task my application needs to perform, I find out there is a service already built to do this, great. Hang on, there's no documentation.... Read this piece of code to figure out the url you need to call and the parameters it accepts... I realize that this is not an official API but actually just the url from the action method of a form and someone figured out we can just make a post request there and it triggers the required behaviour. The problem is that the response is html so I need to parse it if I want to figure out if the call was successful... Fun. At this point I ask questions about this 'service' and the reply... 'no-one knows how it works, it was written 10 years ago in Perl and the person who wrote it left years ago'. I suggest that the sensible option would be to get this service into a state that it could be maintained by someone in the company, in a language in active use and documented so this doesn't happen again. Apparently this is not an option, "it works, so don't touch it". Ok.

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