State of Service Design in Switzerland - 2019 Report

Daniele

Back in 2019, the team of the Swiss Service Design Network got in touch with 50+ service design practitioners to better understand:

the state of Service Design in Switzerland
what makes Swiss services different
what they expect from a community of service designers

Overview of the 17 slides of the report

In this post, we discuss the report made based on these feedbacks and share ideas for future studies like this one.

Pablomarani

I read the report with great interest. (As a disclaimer, I am a foreigner in two senses: I moved to Switzerland at the end of 2021 and my professional background is in Insights and CX.) My comments:

It seems that the challenge for Service Design in Switzerland is to find a way to deal with tradition. In other terms, here tradition would be the Service Design dancing partner.
Perhaps the way to think about opportunities is to ask: what are the spaces where Swiss companies struggle to meet customers' needs? And I would expand this question with: what do customers say? That is to say: from the perspective of the professionals traditional companies are the best example of good service, but is it the perspective of the customers?
or is the opportunity of this new discipline to develop in new / non-traditional companies?

Considering that the survey was done in 2019 and before the Pandemic (!), it would be great to run a new wave. In this sense, it would be interesting to know what are the other activities/areas in which Service Design professionals dedicate their time. The question behind: what are the Service Design adjacencies?

Anyway, great report! Thanks and regards