As Wikipedia describes Service Design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users.
Digital government teams define it to be essential to the successful delivery of services that meet users needs. GDS publishes a regular blog series on their implementation of the practices, and this is supported by design practice templates, such as the UK’s design system. The British Columbia case study explains their comprehensive service design model.
Digital Product Management
Service Design dovetails with Agile DevOps where there is an emphasis on a product management approach to service development and an end-to-end ownership by autonomous teams.
As the term suggests this simply refers to product management practices applied specifically to the development of digital services and is a great way to approach and drive digital transformation. It cascades top-level executive strategy down through a framework for managing delivery, encompassing aspects like roadmap planning and the required roles and responsibilities to ensure the right tasks are assigned to the right people.
As Brian describes most importantly it encourages people to stop thinking in terms of projects and instead think in terms of products. This is the biggest challenge organizations will face in their digital transformation journey, shifting from a traditional waterfall project approach for implementing technology, to one of Agile DevOps.