Case study from Service Design: From Insight to Implementation by Andy Polaine, Lavrans Løvlie, and Ben Reason © 2013 by the authors. Reprinted courtesy of Rosenfeld Media. A copy of Service Design can be purchased from the Rosenfeld Media Web site. For a 20% discount on this book, enter the code: DMIREVIEW.
Orange: A Service Design Case Study
Version of Record online: 9 OCT 2013
© 2013 The Design Management Institute
Design Management Review
Volume 24, Issue 3, pages 48–49, Fall 2013
How to Cite
Polaine, A., Løvlie, L. and Reason, B. (2013), Orange: A Service Design Case Study. Design Management Review, 24: 48–49. doi: 10.1111/drev.10251
- Issue online: 9 OCT 2013
- Version of Record online: 9 OCT 2013
The majority of products that we encounter are actually part of a larger service network. In some cases, those touchpoints have been designed. But in many cases, they have just happened organically, with no thought for the whole picture. That's where service design comes in.
This case study explores what happens when a company integrates service experience into its strategy at the outset, rather than leaving it until later.