Harmonic Design

🦇 What can vampire bats teach us about service design? Surprisingly, a lot. In our latest blog, Becky Scheel explores reciprocity, whether among bats or humans, and its foundational element for building trust and fostering lasting relationships. These often misunderstood creatures build trust through reciprocity—sharing blood with non-relatives to ensure survival. This simple but powerful concept mirrors what we aim for in service design: intentional actions that foster lasting relationships. Like vampire bats rely on each other, businesses can strengthen their connections with clients through thoughtful exchanges that build trust and deliver value. It’s not about one-off transactions—it’s about creating lasting partnerships. Curious how nature’s lessons can inspire more design? Read more at  https://lnkd.in/eEMqUTXp #HappyHalloween #ServiceDesign #Reciprocity #VampireBats #CustomerExperience #HarmonicDesign #Bioinspiration

Reflecting on an inspiring SDGC 2024 in Helsinki! 🇫🇮 Earlier this month, Shreya Dhawan and James Morelli joined service design professionals from across the globe to discuss the future of our field at the Service Design Global Conference (SDGC). From the increasing role of AI in our work to the need for more sustainable and inclusive services, the conversations were both eye-opening and empowering. In our latest blog, Shreya Dhawan explores some of the top infights from SDGC2024. Some highlights: Pablo Fernandez Vallejo emphasized the importance of drawing the line between what AI should automate and what should remain human-driven. A powerful reminder that technology should support—not replace—human creativity and empathy. Niels Corsten from Deloitte Digital broke down a dynamic framework for real-time journey management, pushing us to move beyond traditional mapping and actively manage journeys through data and continuous optimization. Gaëlle Le Gélard shared insights on the circular economy, underscoring that sustainability goes far beyond carbon reduction—it's about rethinking entire systems for a sustainable future. Marie Van Driessche Van Driessche and Oona O'BRIEN delivered powerful talks on inclusivity, reminding us that service design must account for diverse, local contexts to create equitable experiences. Nathalie Salas, MCIM stressed that service designers need a stronger business vocabulary to align with stakeholders' priorities while keeping the customer experience central. She also highlighted the importance of making data accessible to everyone for better decision-making. At Harmonic Design, we're proud to align with these forward-thinking approaches, especially as we continue exploring AI integration in multi-actor systems and refining journey management strategies. Our commitment to sustainable, human-centered, and inclusive design is at the heart of everything we do. Thank you to all the speakers and participants who made this event so impactful! Excited to bring these insights into our ongoing work and continue pushing the boundaries of what service design can achieve. https://lnkd.in/gXmFMCfM #ServiceDesign #AI #JourneyManagement #Sustainability #InclusiveDesign #SDGC2024 #DesignForImpact

Shaping the Future of San Francisco Public Library 📚 The San Francisco Public Library(SFPL) faced a pivotal challenge: how to honor its rich cultural heritage while evolving to meet the needs of a diverse, multicultural community in an era of rapid technological change. Through a collaborative effort with Harmonic Design and partners—Gensler, Margaret Sullivan Studio, Contigo Communications, and CC&G Research—we co-created an inclusive strategic plan that deeply engages staff and the community. Our joint efforts identified five strategic priorities that will transform SFPL's offerings and provide rewarding, forward-thinking careers for our dedicated staff. The San Francisco Public Library Commission's unanimous approval of this plan marks the start of a five-year journey toward building a more democratic, equitable, and vibrant San Francisco for all. Learn how we co-created SFPL's future through engagement and collaboration. Case study: https://lnkd.in/eJCVXRtg. #SFPL #StrategicPlan #ServiceDesign #LibraryInnovation #CollaborativeDesign #HarmonicDesign #SustainableCities #Innovation #PublicLibraries

What can service design and organizational design learn from each other? In this insightful clip from our Designing Through Change event, Bree Groff, Senior Advisor at SYPartners, explores the powerful connections between service design and organizational design. Drawing from her experience guiding transformation, Bree explores how principles from organizational design can help service designers foster more adaptable and human-centered services. This conversation was part of Harmonic Design's 2024 Practice Week—an event focused on the intersection of service design with other domains. 🎥 Watch our series of shorts we've clipped from this interview at https://lnkd.in/eu2Gb8dp Watch the full interview here: https://lnkd.in/emmQfApT #ServiceDesign #OrganizationalDesign #HarmonicDesign #Transformation 

I may have mentioned that Rosenfeld is standing up a new conference, Advancing Service Design (virtual, December 3-4). Our crack curation team of Patrick Quattlebaum, Sylvie A., and Ben Reason has been working for months to research and design a new program, and review and select speakers. Well, great news: we have a complete program to share with you! In a nutshell: • Two featured speakers: Josina Vink and John Cutler • Eight meaty case studies presented by Adriane Ackerman, Alexia Cohen, Laís de Almeida, Elizabeth Ebengo, Tom Gayler, Rebecca Gimenez, María Izquierdo, Carol Massá, Gina Mendolia, Stefanie Owens, and Laura Smith • Panelists with compelling perspectives from outside service design: Christian Bason, Ph.D., Lucy Ellis (O'Donoghue), Milan Guenther ❎, John Mortimer, Dr Luke Roberts (Complexity Thinking), and Amanda Woolley • And, of course, all the goodness of a Rosenfeld virtual conference, including attendee cohorts, sketch notes, written notes, reading lists, and LOTS of engaging conversation So I hope you'll join us for the inaugural ASD24 Discounts available for groups, and people who work in government, education, and non-profits get 25% off. Check out the program (link in the first comment), and PLEASE tag your #ServiceDesign and other big picture-oriented design pals and colleagues. They'll thank you.

"Seamless" isn't always the goal in service design It might seem counterintuitive, but sometimes, adding friction to an experience can lead to better results. At Harmonic Design, we know that thoughtfully slowing things down can empower customers to make smarter decisions and create more value for businesses. In her latest blog, Becky Scheel explains how thoughtful friction can enhance decision-making, build trust, and foster meaningful interactions. Whether it’s giving users space to pause before acting or ensuring AI-driven solutions keep a human touch, friction can be a powerful tool. Read more about how Harmonic Design rethinks “seamless” for more human-centered services: https://lnkd.in/e-E4if-7 #HarmonicDesign #ServiceDesign #CustomerExperience #Innovation #UX #SustainableDesign

🔍 Critical Realism for Complex Systems Research: Structural Analysis with Retroduction and Ecotone At RSD13, Darwin Muljono will explore critical realism and its application to complex systems research, focusing on structural analysis with retroduction. He will also discuss the concept of "ecotone," a valuable lens for understanding transitions and boundaries within systems. This session is ideal for those working with complexity in design, research, and systemic thinking. The event will take place online and in Oslo. 🗓 October 17 | 16:20–18:30 UTC+2 | 10:20 a.m.–12:30 p.m. EDT 🎟 More details: https://lnkd.in/ePzyBYan For further reading, check out Darwin’s blog posts: 🔗 Critical Realism and Complex Systems at https://lnkd.in/gr7YFuXs 🔗 Ecotones: Understanding System Boundaries at https://lnkd.in/gY7yX3vf #SystemsThinking Systemic Design Association #RSD13

🎉 Check out these exciting moments from the Service Design Global Conference 2024 workshop in Helsinki! Shreya Dhawan, Lead Service Designer, and James Morelli, COO, and co-founder, facilitated a packed room through "Designing for Sustainability: Reimagining Service Experiences Using Service Origami." The energy in the room was inspiring, and we can't wait to see the ripple effects of this work. 📺 Watch service origami in action https://lnkd.in/e-3V6BU2 Dive deeper into our thoughts on sustainable design and service design methods 🌿: https://lnkd.in/e3Thzt8y #SustainablePractice #SDGC24 #ServiceDesign Service Design Network

We’re excited to announce that Harmonic Design will lead a workshop at the Service Design Global Conference 2024! 🎉 Join Shreya Dhawan, Lead Service Designer, and James Morelli, COO & Co-Founder, in Helsinki on October 2 for their workshop, "Designing for Sustainability: Reimagining Service Experiences Using Service Origami." 🌍✂️ The workshop is sold out, but find out more at: https://lnkd.in/eT87kYPj 📺 Watch service origami in action https://lnkd.in/ebrrN2sS 🌿 Read more about our exploration of service origami and sustainable design at https://lnkd.in/e3Thzt8y #SustainablePractice #SDGC24 #ServiceDesign Service Design Network

How do product and service teams collaborate to craft seamless customer experiences? At Harmonic Design’s 2024 Practice Week, a powerful roundtable united service design, product management, and journey management experts. Key topics discussed: 🔶 How journey management serves as a unifier across service design, product management, and customer experience. 🔶 Breaking down organizational silos to enable cross-functional collaboration. 🔶 The shift toward customer-centric product development. 🔶 The importance of governance in journey management to ensure alignment with customer expectations. 🔶 Metrics for measuring success and long-term value in journey management. 🔶 Predictions for the future of journey management, including deeper integration of employee journeys and data-driven insights. Read the full list of key takeaways and watch the full roundtable! #JourneyManagement #ProductManagement #ServiceDesign #ThisIsHarmonic #CustomerExperience #CX