(Originally published in June 2013)
Wonderfully deep insights from the lives of front-stage staff
Of course service design strives to be holistic, gestalt, empathetic, deep, etc., etc., etc. – and of course we use great models and tools such as service blueprints, stakeholder maps, service ecology pyramids, etc. to help us visualize and understand the personal needs, value-exchanges, and finer intricacies of a service.
However, armed with all our lovely tools and intentions, at the end of the day we often don’t give enough focus, concern, or credit to the front-of house employees.
We have to force ourselves to remember that they are people– with their own personal problems, desires, emotions, and concerns– not just objects of productivity.
Further reading here: Emotional labor
When giving someone a task, how might we ensure that the role is fulfilling, respectful, and sufficiently compensated?