Upon learning a service design and trying to see how it would be implemented in an organization, I come up with a question.
Supposed a medium sized organization have different products exposed to the user, i.e:
- Consultation Service
- Service Booking
as per my understanding to service design, we ought to break the silo in order for customers to have "smooth" experience when using a certain product. These 3 products, do have their own Manager to manage the operation, now my question would related on what's the role of these manager in service design team.
I always assume that UX and Product team are the support ecosystem to make sure these products well adapted by the user in their usage of the product but then in this organization, there are silos with (ridiculously enough) egocentric necessities, thus put product and UX team kinda in a pinch between each manager's goals. I was thinking that a service design would be great to be implemented to break the silo, and implementing service design would require an organizational change on how they typically would work and see how thinks work.
so basically I wonder how to deal with this situation, more accurately what role does all these manager really are. Do they actually act as product owner? Do the product management team include this managers as part of the team? or these managers are actually the product managers? (which they're not currently)
Please feel free to edit my question since I'm also in the mid of confusion when I craft this scenario based on my colleagues problem in his company (he's a product manager)