Service Design Proliferation – Dilemma at IT Organizations

Abstract

Organizations are transitioning from a product mindset to services as their primary customer offering. Service organizations today have complex processes spread across physical and digital spaces involving several stakeholders. IT organizations help these organizations by building products and services and providing advisory to achieve their strategic objectives. IT organizations are hence well‐positioned to introduce this shift towards a service mindset and encourage the adoption of service design. IT organizations need to first decide whether they want to proliferate service design. However, there is a predicament about how to approach this ‐ should they start by designing the services for their customers first, or focus on their own organizational internal services? Once they decide it then next dilemma is about whether to follow top‐down or bottom‐up approach. We have utilized an ‘Inside‐out’ approach for proliferating service design to address these dilemmas. The approach of ‘inside‐out’, in essence, is about gradually proliferating a new process by experiencing its benefits within the organization first and then subsequently applying it to their customers outside the organization. In this paper we advocate the mix of top‐down or bottom‐up approach for the proliferation of service design.