Alana Boscan

How did you first discover service design, and what inspired you to pursue it?

I first discovered service design when I was learning to become a UX designer. At the time, I worked as an Adjudication & Customer Support Senior Manager in government for about 10 years. With my team, I successfully re-designed and implemented award-winning new services for the unemployed.

I wanted to transition into UX Design, but had a knack and passion for people, infrastructure, processes, and communication. I also love learning about and observing human behavior. That is where I discovered the specialty of Service Design and how it could expand my prior work experience and practices in delivering excellent services.

What’s your favorite way to unwind after a long day of work?

My favorite thing to do in life is to go on a walk with my dog and husband and listen to music. 

I view walking as my time to connect with myself, what matters most in life, nature, and my loved ones. It is also a chance to clear my thoughts and move around after a long day in front of a computer! Concerts and listening to records are just fun and I love connecting with my own energy and others over great music.

What’s the best piece of advice you’ve ever received?

Understanding what is within my control is a powerful tool to keep peace of mind in difficult situations while empowering myself to make better choices where you can.

What’s a hidden talent that you have that others may not know about?

I can bake a really delicious sourdough loaf. I have a sourdough starter I have kept alive and healthy for almost four years now. 

Can you tell us about how you ended up in your current role?

I currently work at Acquia as an in-house Service Designer. I had been keeping an eye on Service Designer job openings and was interested in joining a company where I could learn how people use software solutions to drive their business. I applied for the job and was given an offer! It was as simple as that.

Can you share some of the differences you have experienced working in-house versus on the agency side of service design? What do you think are the benefits and challenges of each?

I have only worked as an in-house Service Designer, and the benefit is getting the chance to dive in and really uncover and understand all of the nooks and crannies of how a business works.

How do you approach working with cross-functional teams and stakeholders who may not have a background in design? What strategies have worked well for you in the past?

Working with cross-functional teams requires constant learning and adjusting. Different people have different views and definitions of what design is and how it should be positioned and utilized in a company.

I think explaining too much too soon has not worked in the past, and it is better to just get to know someone, build a relationship, then get into some basics of what service design does and grow from there. Build trust first, listen to their needs, and explain how you can help later.

Can you tell us about a (service design) project that you are particularly proud of? What made it stand out for you?

I am most proud of delivering new services for the unemployment claimants trying to return to work. This service was primarily in person, and we were able to transition it to an online program, allowing people to save costs on travel while unemployed and saved the local government from spending money on staff traveling as well.

It was implemented one year prior to the pandemic, and little did we know at the time the magnitude of creating an online service so people could still get the help they needed to find work without having to be exposed to a virus during the pandemic. 

Can you share a story about a time when you experienced a setback or failure in your work, and what did you learn from that experience?

I once worked on a project for quite some time, only for it to be shelved and potentially not looked at again. I learned that even if something does not get off the ground, there is a lot to learn from why it did not work out.

Setbacks provide insight into constraints and compromise.

Some constraints are a true limitation of reality while others are just a human construct that will need to be addressed first. In other instances, we may need to compromise and open to a different direction.

What advice do you have for someone just starting out in service design? What skills or knowledge do you think are most important for success in the field?

I would advise people starting out in service design to hone in on how they would describe the value of service design to stakeholders since it is not as widely understood, even to companies who are hiring for the position. In my limited experience, success in the field requires skills in listening and flexibility.

Being a little scrappy and resourceful can be helpful

if the company is unable to really invest in the discipline from the start. On a positive note, a company unfamiliar with service design provides the opportunity to help shape the role in the company. 

What do you think is the most exciting trend or development in service design right now? How do you see the field evolving in the future?

A trend I am really excited about is developing sustainable services which are good for customers and also good for the planet! I like the idea of adding sustainability as a quality standard for services. It adds an additional perspective to determine the effectiveness of a service, whether new or old.

Can we say a service is well done if the environment is negatively impacted from it? Imagine adding an environmental impact swimlane to a service blueprint.

What kind of projects or initiatives are you interested in working on? Are there any particular connections or collaborations that you are seeking at the moment?

I am working on projects to improve customer support experiences. If anyone has some success stories or innovations on the topic they would like to share. Please send any resources my way!

If you could ask any question to other service design professionals, what would it be? What insights or perspectives are you curious about?

I am curious to know, what activities or definitions of service design have helped build understanding and excitement for service design at your company?

Wrap-up

I want to thank Alana for generously sharing her experiences, advice, and aspirations in service design. Her emphasis on the value of flexibility, resourcefulness, and the ability to articulate the significance of service design is both enlightening and motivating.

As we celebrate the unique journey of professionals like Alana, let us embark together on a continued exploration of service design excellence, collaboration, and the exciting trends that shape the future of this dynamic field. 🚀