Service design
Over two years, I worked on client-facing service design engagements. I designed journey maps, other collateral, created research walls, reports, designed websites, and more. The projects typically meant small teams, deep client engagement, and hands-on discovery work.
Context
During my time at Fjord, I worked on client-facing service design projects. These typically meant discovery research in the field: meeting people across different industries and asking them about their work. The teams were small and we figured it out as we went.
The work
I was mainly responsible for research reports, journey maps, and interactive prototypes for proof-of-concepts, though everyone did a bit of everything. Over two years, I saw defence aircraft maintenance procedures, spoke to rural bottle shop owners, followed an early-morning commercial milk delivery run, and worked on the first digital health record in Australia.
Reflections
It was a hectic, unpredictable, and sometimes enjoyable consulting experience. The range of industries and the small-team structure meant figuring things out with very little established process to lean on.
