Service runs deep into the organization as the development of interactions, experiences and relationships lie in the organization's processes, structures, networks, culture and people. Thus, service design is also very much about organizational development and change. To put it simply, a genuine interaction and helpful service encounter delivered by a meaningful product or an engaged employee who can “solve” for their customers is a highly valuable (and profitable) touchpoint.
Reaching across business units and disciplines, organizational focus in relationship to service design is the examination and intentional aligning of an organization’s performance network to their brand, purpose, strategy and customer experience. In this way, taking service design "into" the organization is a compelling and highly-effective force in helping organizations deliver great experiences, evolve their offerings, achieve shared understandings and realize their core purpose.