We first shared this diagram back in 2012, when Iain Barker and Kimberley Crofts visually contextualised the work we do and the impact it can have on customer experience, staff experience and organisations in general. Back then we used this diagram to explain what customer experience, service design and organisation design was all about.
Back in 2012, Iain stated:
"The experience an organisation delivers to customers is a reflection of the organisation itself. Silo-ed organisations deliver disjointed experiences. Organisations with poor internal communication communicate poorly to customers. Yes, an organisation can temporarily mask customers from their worst inefficiencies, but this masquerade never lasts for long.
Hence solving only the customer experience is just a temporary fix. Long term solutions require organisations to reflect on the processes, systems and cultures within their organisation. Only by looking at the broader eco-system, can long term change be made."
In 2021, the majority of our projects involve customer experience, service design and organisation design. It is delightful to receive sophisticated project briefs that acknowledge the need to focus on the whole organisational ecosystem to really make a different to customer experience, staff experience and organisational outcomes.
You're welcome to download and use this diagram under Creative Commons, crediting Meld Studios when you do.
We'd love to hear your thoughts. Contact us or post a comment below.
You can also read more about what service design and organisation is over on our Services page.