By Jimi Wikman
If you work as a Service Designer or as someone who try to sell Service Design assignments, then you probably have noticed that it is not so easy. You probably have met your fair share of people that have no idea what you are talking about. Maybe you have written that off because the job title is still fairly new, but that is not always the case.
Service Design from a UX perspective is still fairly confusing and poorly defined. It's a problem that you hear many definitions of what a UX Service Designer actually do, but there are other problems as well. Let us first look at how UX Service Design is defined.
This is a fairly fluffy definition of what the UX Service Designer do and as with so much of the design discipline it have no real process, but rather some blocks of activities that are loosely defined. It is no wonder why it is so hard to understand what the UX Service Designer will actually do and how it is different from the regular UX Designer.
As UX Service Designers is supposed to work on a higher level than a UX Designer, you also face the issue that many of the executives and managers you meet comes from a background in ITIL. That means that many you will talk to probably have a certification in ITIL Service Design. Now you will face not just the problem to define exactly what you do and will deliver, but you also need to explain why they would hire you when they have a certification in that same discipline.
The ITIL Service Design is a bit different because as UX Service Design focus on the user experience, ITIL Service Design focus on different things and have a different definition of Service than the standard IT definition.
This is why when you step into a room filled with experience executives and managers and proclaim that you are a Service Designer, that might not generate the mental image of a UX Service Designer, but that of an ITIL Service Designer. This is not a very good starting position, especially when you talk about user experience and they might wonder how that is relevant to resource management or fund allocations.
My suggestion is therefore to always refer to your profession as a UX Service Designer rather than just Service Designer. It will make sure you at least will not be confused with an ITIL Service Designer.