The “what” of service design may seem like the job of managers, not designers. But the “how” is different. And further, the approaches, methods, and skills required to do it (the “how”) in fact turn the “what” into something different. The work that managers see as analytical and abstracted becomes generative and materialized. The disconnected stuff of organizational life becomes connected and a shared matter of concern.

Organizations are revealed as dynamically constituted in the multiple interactions between people and things and other people, in many places, over time.

— Service Design: From Insight to Implementation by Andy Polaine, Lavrans Løvlie, et al.