UX Camp Winter 2025
From Buy-in to Blueprint: Lessons from Service Design Pilots
Three service design pilot projects within IBM Z helped cross-functional teams collaborate and drive faster product adoption. Each project focused on creating smoother experiences for customers by developing content touchpoints that allowed users to quickly discover and try new product features. By integrating service design methods into existing workflows, we uncovered systemic issues and enhanced product discovery.
Collaboration between content, design, product management, and engineering was essential to the success of these pilots. Service design facilitated communication and alignment between these teams, revealing challenges and opportunities that improved the customer journey. Using tools like process maps and stakeholder maps, we ensured every team contributed to a cohesive, customer-centric solution.
These pilots also educated key stakeholders on the strategic value of service design, differentiating it from traditional UX design. This shift in understanding fostered greater buy-in for future initiatives and established a framework for scaling service design practices across the organization.
