Adaptive Path’s Rachel Hinman in conversation with Mark Jones, IDEO about service design

Mark Jones
Rachel Hinman, design strategist of Adaptive Path recently spoke with Mark Jones of IDEO about his upcoming MX East presentation “Strategies for Successful Service Innovation” and his work at IDEO in service design and innovation.

An excerpt:

MJ: I’d say that many service companies have traditionally worked with management consultants, not with design consultants.

RH: What do you think is the fundamental difference in working with those different types of consultancies? Design versus management consulting.

MJ: As a design company we are trying to visualize the future from a customer point of view. We always start with what a customer needs, what the stakeholders need. I think that management consultants start with, “What are your technological constraints? What are your operational constraints? How can you leverage them?”

I think we tend to push people a little bit further than a management consultancy. We say, “Well, your customers need this and you’re not delivering — it may be quite a large stretch for you — but it’s what you have to do to compete in this space to satisfy those needs.” It sets up a different dynamic of where you are today and where you’re going.

Read interview

(via Usability in the News)

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