Context
Within a month of starting a new role at RNID, I unexpectedly found myself as the only Service Designer in the organisation. While I was confident in my own skillset and experience, this meant that there was little handover and knowledge of the existing practice of Service Design at RNID was lost to me.
Considering ongoing change within the organisation including a growing focus on RNID's top five products (several of which would require Service Design input), I identified an opportunity to explore the role of Service Designers at RNID to date and proactively define my role going forward based on learnings.
Approach
To gain insight into how Service Design has been practiced at RNID so far, and identify both strengths and opportunities for improvement, I interviewed 3 RNID staff members from 3 different teams who had worked with Service Designers on projects at RNID.
Interviews were semi-structured with open ended questions probing participants to describe and reflect on their experiences of working with Service Designers at RNID. I took notes during the interviews, grouped notes in to common themes, then generated insight statements based on themes to capture key learnings.
I grouped insights together to answer key questions about Service Design and its role at RNID and created the above slide deck, expanding each insight with quotes to back it up.
I have since used the initial insights slide deck as the basis for creating the above presentation as part of the kick-off for the Research Panel project where I was working with a team largely new to working with Service Designers. The purpose of the presentation was to help the team understand what to expect from working with me, and why Service Design is important.