Service Design Consulting
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Harmonic Design and Livework are joining forces to deliver international best-in-class service design. This strategic partnership will open up new possibilities for all our clients. By combining our strengths, we will offer a richer portfolio of services, accelerate innovation, and deepen our presence worldwide. Our clients will have unparalleled access to two of the industry’s […]
When everything works, but nothing connects. Design is strategy made manifest Not interpreted or layered on. Not executed downstream after decisions get made — but integrating and informing what decisions are made and why. This is strategy realized: making it tangible, testable, and true. And design, fundamentally, is about fit. Fit top to bottom, end […]
No Panels. No Programming. Just Good People. Let’s be honest, we’ve all been to enough industry panels and rigid networking events. It’s time to shake off the format and just focus on connection. Refuel is a casual evening designed for Atlanta’s broader creative, strategic, and innovative communities. Whether you work in design, strategy, product, engineering, […]
Many organizations have mature product development practices but immature CX and journey management capabilities. This can lead to faster feature optimization while unintentionally degrading end-to-end experiences. I recently explored how journey management, service design, and product management can work together to support continuous product improvement. Here, I’ll build on that thinking and…
A mandate is not a strategy. AI has supercharged executives’ relentless desire to accelerate. Leadership says use AI, teams scramble to find applications, and suddenly, you’ve got solutions looking for problems. When organizations treat AI adoption as a checkbox and pair it with moving fast and breaking things, two questions get lost in the seductive […]
I’ve had a version of the same conversation more times than I can count. A product leader—smart, experienced, running a well-functioning team—is frustrated: retention is flat. The roadmap is full, but nothing’s moving the needle. There’s plenty of data, and everyone agrees on the direction. However, the growth they anticipated from all that effort is […]
AI assistants and agents have joined us as active participants. From relatively simple support chatbots to more autonomous agents running full workflows, these systems will greatly reshape product and service experiences. We are now designing who these systems are, not just what they do. How we work this new material will shape the stories people […]
My whole life I have been surrounded by teachers, some good, some great, and some not so great, but the best one was my mother. She modeled for me what patience, kindness and guidance looks like. Though I never wanted to become a teacher myself, I seem to have found my way in through coaching, […]
Fifteen years ago, I stood in a room with a major retailer looking at printouts of hundreds of touchpoints plastered on the walls. This very manual effort visualized a complex omnichannel experience shaped by the decisions and efforts of thousands of stakeholders. Our team brought these stakeholders together to walk through the customer journey, develop […]
What does community truly mean for service designers today? Beyond our professional circles, how might we cultivate deeper, more transformative networks within our immediate field and beyond? Over years of volunteering and learning, I have found that the most powerful breakthroughs in service design are sparked when practitioners connect across backgrounds, disciplines, and geographies. Community…
