Thank you for your response. As always the truth is somewhere in the middle. You can’t do Service Design without making a diagram or two. What drove me to write the article is my observation that a lot of people reduce Service Design to diagrams. They tend to loose touch with reality. The diagrams tend to get stuck in drawers. In all sorts of projects I witnessed the destructive forces of diagrams. Those two things combined, the reduction and the dangers, are topics that don’t get a lot of attention. When I worked in architecture I saw a similar thing happening. Architects have a tendency to fall in love with their drawings. Although necessary, drawings are not the building and what might work well in a drawing might not work so well in reality. It’s a different medium that is helpful but is detrimental if you get stuck in it. Service Design is partly a strategic game and if a diagram helps the project move ahead, use it.

Strategic UX Design Consultant @ Zuiderlicht / Design Leadership Forum Member @InVision / Design Thinker / State Secretary of Integration @ Ministry of Design

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