Rewind back to read about the internal service catalog. 1. Taxonomy Appropriately categorizing the central repository of service offerings is crucial to making the service catalog a true self-service tool. A good service catalog is structured around goals, mental models of the people using it and validated with UX research. For example…

This is an article series, and it makes sense to start with the definition of service offering. An internal service catalog is a document or database that lists all the service offerings the firm makes available to its members. It is a centralized repository that contains up-to-date and reliable information…

This article is part of a series explaining the concept of a service catalog. To have a catalog of something, we first need to rewind to the basics of service design. A service is a type of work that is performed for others. Services can be intangible, meaning they cannot…

Service catalog is a key building block of any high-performing enterprise and acts as a central registry of internal services. Especially in modern, agile organizations that are promoting decentralized remote or hybrid workplaces, centralized service catalog is a practice to achieve a seamless employee user experience over fragmented departmental solutions. …

I always appreciate teams sharing case studies of unique ways of working that fit their organizational culture, domain, and expertise. …

Take Away Their Cellphones As an avid tech enthusiast from an early age and quite a heavy screen user, raising my kid brings questions about what behavior I want to role model to my son. My personal thoughts evolved from a non-restrictive approach to screens à la “it’s 21st century” to a very guided…

This is my collection of UX Research methods and articles relevant to service management. It’s easy to forget the scale of the modern IxD practice, with many methods like Heuristics, Gestalt, or deep cuts such as Lostness Measure. Prototype Theory This is a recent discovery and can be applied to content taxonomy…

A World Without Email While reading Cal Newport’s A word without email, I got an idea to describe service management using selected quotes from the book. Though Cal takes an academic approach and some of his recommendations come across as technologically naive, the first part of the book describes common organizational challenges. It serves…

Organizational Models and Web3 — Functional versus Unit Organizations I want to highlight a thoughtful summary from Steven Sinofsky on functional vs. unit organization. Some organizations swing their focus on function or unit like a pendulum from extremes, like a Spotify Today’s Top Hits playlist. In contrast, others are more thoughtful in finding the equilibrium over time. …