While reading chapter two of The Design Way, I thought of another company that focuses on service design. TransferWise wants to revolutionize the way people send money across the world, they think that sending money should be convenient, fast, borderless and eventually free. The company believes that traditional financial institutions haven’t been fair for a very long time, and it’s time for a better, cheaper way of moving money across the globe.
In chapter 2 from The Design Way, there was a phrase that sums up my understanding of what service design is: “Is not so much about agreements and exchanges between people as among people” Kaiser Permanente (KP) is a perfect example of service design, this health care company completely restructured to focus on their customer’s needs (patients), but also on their employees’ needs and pain points. KP worked with IDEO to design an experience that was beneficial both for patients and employees.
I used to have KP and have yet been able to find a health care center that delivers a smoother experience. I especially liked how all their facilities were centralized in the same building making it easier for me to get all tests, treatments, and results in the same place and with the same providers.