​​​​Why observe​

When a service works well, it does not draw attention.

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No one comments.
No one asks.
No one has to work around anything.

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This quiet is often the result of good choices made earlier.

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The look

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- Flows that fit together without extra explanation

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- Early decisions that prevent friction

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- Organization that reduces reliance on improvisation

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In everyday work​

The customer moves forward without hesitation.
The team does not need to correct things along the way.
One task naturally leads to the next.

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The service sustains itself without visible effort.
When something fails, the design becomes visible.
When it works, it disappears.

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What to observe

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✧ Where does the customer move forward without asking for help?​

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✧ What creates no doubt, waiting, or rework?

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✧ Where does the team not need to step in to adjust?

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✧ What choices were made earlier to make this possible?

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A question to keep with you​

Where is the service working so well that it goes unnoticed?

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Observation lens​

Service Design​
 

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← Back to Observation guides

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