Summary

Remember that the design thinking method, for a service provider, is about the ability to see the products/services they create through the lens of their consumer audience. There is also a strong relationship between design thinking and systems thinking (the systems thinking method is discussed in the next chapter). Within each of the two, there are various disciplines (e.g., frameworks, methods, and bodies of knowledge) that provide assurance of integration within and across both methods. The prudent skills and competencies must be in place for this to occur and tend to happen through internal and external relationships.

In this chapter, we discussed the concepts of design thinking, UX, CX, and customer (including users) journey mapping. All speak to the concept of empathy and solidify service management more as an art form than a science, although there are scientific aspects. Think of the long-standing reputation of the IT industry, where IT service provider resources...