RAFFIAPALM

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.

The fundamental thing that I wish I’d known, is I underestimated the importance of simplicity and design. The first couple of years I really didn’t feel that, I didn’t have a good enough appreciation that the most important thing for consumer-facing software was that it was beautiful and simple, and people immediately and intuitively understood how to use it.

It really wasn’t about making it more powerful, it was about making it more natural. I think I’ve only internalized that in the past couple of years and it’ll take another lifetime to really master it.

— Startup Growth Engines: Case Studies of How Today’s Most Successful Startups Unlock Extraordinary Growth by Sean Ellis, Morgan Brown