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Service design and the Mario complex

Duncan Stephen
March 03, 2021

Service design and the Mario complex

At the Service Design in Government conference, I discovered that service designers see themselves as Mario. But that is an unrealistic model for what service design should be.

A presentation version of this blog post:
https://duncanstephen.net/service-design-and-the-mario-complex/

Presented at UX Glasgow's service design special on 3 March 2021:
https://uxglasgow.co.uk/events/service-design-special

Duncan Stephen

March 03, 2021
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  1. Duncan Stephen
    Service design and
    the Mario complex
    User Experience Manager
    The University of Edinburgh

    duncanstephen.net — @DuncanBSS UX Glasgow — 3 March 2021

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  2. duncanstephen.net — @DuncanBSS

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  3. duncanstephen.net — @DuncanBSS

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  4. duncanstephen.net — @DuncanBSS

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  5. User experience
    encompasses all aspects of
    the end-user’s interaction
    with the company, its
    services and its products.”
    Don Norman
    www.nngroup.com/articles/definition-user-experience

    duncanstephen.net — @DuncanBSS

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  6. duncanstephen.net — @DuncanBSS

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  7. Contradictory themes
    duncanstephen.net — @DuncanBSS

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  8. duncanstephen.net — @DuncanBSS
    Fix the plumbing?
    Change the world?

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  9. duncanstephen.net — @DuncanBSS
    Be humble?
    Be a saviour?

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  10. duncanstephen.net — @DuncanBSS
    Be an expert?
    Be a facilitator?

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  11. duncanstephen.net — @DuncanBSS
    Ditch the
    journey maps?
    Trust the process?

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  12. duncanstephen.net — @DuncanBSS
    Unattainable
    utopias?
    Flawed futures?

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  13. duncanstephen.net — @DuncanBSS
    User-centred
    for today?
    Planet-centred
    for tomorrow?

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  14. Actors
    Planet
    Non-humans
    Society
    Other people
    Individual users
    Now Months Years Decades Time
    User-
    centred
    design
    Adapted from
    Cennydd Bowles —
    Building Better Worlds
    nownext.studio/
    building-better-worlds
    duncanstephen.net — @DuncanBSS

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  15. Products ⟶ Services ⟶ Systems ⟶ Society
    Shanti Mathew — Reflections on, at least, three Ps
    2020.govservicedesign.net/programme/reflections-least-three-ps
    duncanstephen.net — @DuncanBSS

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  16. duncanstephen.net — @DuncanBSS
    Adapted from
    Shanti Mathew —
    Reflections on, at
    least, three Ps
    2020.
    govservicedesign.
    net/programme/
    reflections-least-
    three-ps

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  17. Problem definition escalation
    Sophie Dennis — Let’s talk about strategy… — UX Scotland 2018
    www.slideshare.net/sophiedennis/lets-talk-about-strategy-extended-workshop-what-it-is-
    why-it-matters-and-how-to-do-it-well-sophie-dennis-90089444
    Michael Beirut — You’re so intelligent
    designobserver.com/feature/youre-so-intelligent/5917
    duncanstephen.net — @DuncanBSS

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  18. Can you design my
    new business card?
    The problem
    isn’t your
    business card,
    it’s your logo!
    duncanstephen.net — @DuncanBSS

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  19. Can you design my
    new logo?
    The problem
    isn’t your logo,
    it’s your
    brand identity!
    duncanstephen.net — @DuncanBSS

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  20. Can you design my
    brand identity?
    The problem
    isn’t your brand
    identity, it’s your
    business plan!
    duncanstephen.net — @DuncanBSS

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  21. ?
    The real problem
    is world hunger!
    duncanstephen.net — @DuncanBSS

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  22. But someone still
    needs to design my
    business cards!
    ?
    duncanstephen.net — @DuncanBSS
    Adapted from Michael Beirut — You’re so intelligent
    designobserver.com/feature/youre-so-intelligent/5917

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  23. duncanstephen.net — @DuncanBSS
    Charles Eames and
    Ray Eames —
    Powers of Ten
    https://youtu.be/0fK
    BhvDjuy0
    Nicola Dobiecka –
    Understanding
    design better by
    looking from
    different levels of
    magnification
    https://blogs.ed.ac.
    uk/website-
    communications/
    understanding-
    design-better-by-
    looking-from-
    different-levels-of-
    magnification/

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  24. duncanstephen.net — @DuncanBSS
    Service design?
    Scope creep?
    Adapted from Sally Halls, Schumoné Groener and Alex Sykes —
    How to keep traffic moving across Greater London —
    twitter.com/stradella/status/1235579502794858497

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  25. Who can fix climate change?
    ⟶ Scientists
    ⟶ Politicians
    ⟶ Diplomats
    ⟶ Economists
    ⟶ Social scientists
    ⟶ Designers?
    duncanstephen.net — @DuncanBSS

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  26. Design is a political act.”
    Shanti Mathew — Reflections on, at least, three Ps
    2020.govservicedesign.net/programme/reflections-least-three-ps
    Everything is political.
    The contradictory themes represent
    different political stances.
    duncanstephen.net — @DuncanBSS

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  27. duncanstephen.net — @DuncanBSS
    Plumbers
    Saviours

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  28. duncanstephen.net — @DuncanBSS

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  29. Be a lumper, not a splitter
    Marc Stickdorn, Adam Lawrence, Markus Hormess, Jakob Schneider
    — This is Service Design Doing — page 20
    duncanstephen.net — @DuncanBSS

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  30. User experience)
    Service design)
    Design)
    Human-centred approaches
    (
    (
    (
    duncanstephen.net — @DuncanBSS

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  31. What do you think?
    Should we be more like
    plumbers, or saviours?
    duncanstephen.net — @DuncanBSS

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  32. Duncan Stephen
    Read more in my blog post
    Service design and
    the Mario complex
    duncanstephen.net/service-design-and-the-mario-complex/
    @DuncanBSS

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