Service Design Show

Let's talk about a service designer's favorite topic... measuring impact. Why is it so d*mn hard!? We'll get to that in a minute. Of course, the idea behind measuring the impact of your work is smart. When done right, it helps you to stay on track. Make sure your efforts actually make a positive contribution. And show you if you need to redirect your efforts to something else. But often, we find that many things inside organizations are measured because they are easy to express in numbers... not because they are the right indicators of success. And this is exactly the challenge we run into as a service design community. Showing the impact of our work across an entire service or customer journey is not easy. But this shouldn't stop us from trying, right? That's why in a recent Circle community session, we explored: How to overcome the limitations of existing ways of measuring How to measure things that span multiple channels and departments How to build a useful CX dashboard Tim Dekker hosted the convers