Enabling a Career Shift from User Experience to Service Design

By Laura Keller Published: June 23, 2014 “Services function effectively only when an organization orchestrates all elements of the service—including the people, communications, processes, time, technologies, space, objects, and information—holistically.” Having managed UX professionals at various levels for many years, I find that, after five to seven years working in user experience, they often ask, “What’s next?” in their career. Some become managers of UX groups, while others, who continue to enjoy doing the work, advance to the most senior level of their current role. But there’s one group of UX professionals whose path is less obvious. They’ve likely been working in a UX Architect or Information Architect role, doing a mix of user research and design activities. These people often reach a point where they’re feeling less challenged—and that the work they’re doing is the same, day in and day out. Even the discovery of new ideas, concepts, and methods that is part of working in user experience—for example, responsive Web design or Lean UX—and would previously have ignited their interest or presented new challenges has ceased to do so. They have likely gained strong leadership skills and, when working on projects, tend to think more broadly than the user-interface design solution currently at hand. If this sounds like you, you may be suited to a career in service design.

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