Sami Naalisvaara

Service design is like… ice climbing

“So, what do you do for living?”

“I am service designer.”

“What is service design?”

How many times have I described my profession and explained service design to new acquaintances at parties? Telling the story to all those cab drivers, distant relatives and my kids’ curious friends. Among many other people I’ve met along the way.

I’ve been a designer for more than 20 years. At some point I got bored of talking it through with the same examples and cases, so I thought I need to find a more personal approach to it.

This video describes how I see service design; it is a state of mind for better customer experience. The metaphor I use to make the point is my other passion – ice climbing.

The video was made in Helsinki. Shot in Lapland by Alex Budde and edited by Mikko Kaipio – Thank you both. Thanks also for Anniina and Pyry!

Sami Naalisvaara

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