Traditionally, the distinction between a product and a service was relatively clear.
So how do you determine if you are working on a product or a service? We created an interactive tool to help you do just that…
This model highlights that although you might be positioning yourself as working on a digital product more often than not it’s a vehicle for service provision. Afterall, people only want a product because it gives them an experience and an outcome.
The model also highlights that in some cases the entire service is embodied in a digital product, think of the likes of Netflix, Uber or Spotify. In these cases, there is a massive opportunity for ‘Product Teams’ to influence the entire service experience, thinking not only of the end-to-end customer journey but also the front-stage and back-stage workings. This would involve exploring not only the customer interactions but also the operating model, the content workflow/approvals, the business model and even down to the governance structures.
So my advice, therefore, is to recognise when your product embodies a service and push your remit to explore the entire design challenge.