Service Design and Agile: A Seamless Symbiosis A successful case in the retail industry Service design and agile practices are leading approaches to create and deliver value. Here, we present a successful case where both approaches accelerated the implementation of new service experiences, supported nation-wide scalability and created a new organisational culture. Raphael Sousa is a hybrid senior designer and agile technologist at Designit, originally from Brazil. He is an instructional design specialist and has collaborated with the World Economic Forum in a project to formulate new public policies for 4IR emerging technologies adoption through design-led processes. raphael@sek.com.br
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Process of artefacts simplification
Context Service design has started to go main stream. Organisations in all sectors are developing the discipline internally to permeate their current initiatives. Organisational objectives include remaining relevant in the digital era, keeping on track with evolving customer behaviours in a continuous, fast-changing society, and anticipating potential new competitors that are not necessarily in the same industry. As a consequence of the organisational need to be more agile and adaptable, service design is facing some challenges in terms of implementation: How to accelerate the time to market of its interventions? How to scale? And how to
support a permanent transformation? In contrast, agile methods tackle problems in a fast, lean and flexible way. According to the 13th Annual State of Agile survey1 , 63 percent of respondents consider delivery speed and time to market to be the real benefits of the adoption of agile. In 2019, we teamed up with the leader in retail commerce in South America, which has more than 2,600 stores across the continent. In Colombia, the company used to operate stores with a non-standardised sales and operating
1 https://www.stateofagile.com/#ufh-i-52125190913th-annual-state-of-agile-report/473508
