Service Design Chapter

I am one of the designers working for BCSD CoRD XD Experience Design team. We support different projects within the organization to design digital products and services that are in line with users/customers needs, fit usability standards, and help to reach relevant strategic goals.

I am a bridge between user/customer needs and the company’s strategic goals.

My role as a service designer, can be summarized in the following bullet points:

• Break the communication barriers between the company and the users/customers to get a bias-free perspective of the value seek by who use our product and services
• Go beyond a top-down and oversimplify visualization of the customer/user journey and create a deep and comprehensive understanding of the end-to-end user/customer experience by breaking down silos and identifying current pain-points and opportunities
• Define new business opportunities and translate them into new experiences starting from the user/customer perspective as an imperative to deliver tangible value
• Starting from a “North Star” user/customer experience, define how to make it real by establishing new ways of working, and determine the back-stage collaboration between departments and individuals
• Investigate best practices, trends, and weak signals to foresight future scenarios, and create a bridge between the now and the future to keep our offerings competitive for a long-term

What are the key ingredients to make these things happen?

Keep our customers/users in a research loop, using qualitative and quantitative methods; collaborating with workshops and co-creative sessions; using visualizations tools to foster alignment by keeping our deliverables intuitive and tangible.

I am proud to work with the LH10 team on the SAM solution.

We have broken the communication barriers between different teams and aligned different touchpoints to deliver a coherent and smooth experience to our users. We have also created a list of tasks to improve the solution, starting from qualitative research insights.

Ericsson offers an environment that constantly embraces new methods and tools and puts you in the best condition to have an impact.

I am part of the Service Design Chapter at the Global Journey Transformation (GJT) at Group Function Global Operations (GFGO). We focus on providing the best customer and employee experience possible in our company wide digital transformation.

"Service design is the design of interactions between people in the context of complex systems over time." -- Chelsea Mauldin

Being a service designer at Ericsson is quite unique as it allows us to combine typical Service Design skills, such as user centric thinking and collaboration, with digital literacy, marketing and intuitive decision making. These varied and challenging tasks in a complex environment, advancing in a high pace, make it a challenging but also very rewarding position!

I see a huge potential to impact and inspire people and other companies at the Employee Journey (EJ) transformation. In this initiative we are rethinking the way we hire, how we can make hiring simple and fast, enabling the company to grow and thrive in the future. We also focus on retention of employees that are already a part of our workforce. We aim to retain talent and knowledge, making our colleagues feel safe and valued throughout their journey with Ericsson.

The opportunities to experience different fields of knowledge in one place. For instance, you can follow a career path from developing high-end technology as an engineer, to then shift your focus on the people side, shaping interactions between people and technology as a service designer. This really inspires me.