Chief Service Designer, Co-Founder, International Service Design Institute
Steven J. Slater
M.S. Johns Hopkins, M.A. American University, B.A. Syracuse University, I.B. International School of Geneva, Switz.
Steven has decades experience developing and improving Lines of Service across multiple sectors. Responsible for $2B+ in traceable revenue from service development.
He has worked with a number of top Fortune-500 companies in telecom, oil & gas, Consumer Packaged Goods (CPG), IT, human capital, financial services, and other service-based industries. Additionally, he has extensive experience launching services in the public sector and non-profit sector.
Positions (Highlights): Booz Allen & Hamilton chief of staff, systems; International Affairs, Deputy Chief of Staff, Air Force; Jewish Federation Executive (responsible for conceiving and launching largest national online fundraising portal.) Award-winning national daily reporter.
Published Books
e-Courses
Service Design Connections
The Master
A Service Designer’s Handbook Vol. III
Acquire the knowledge to be a service design master, or simply challenge yourself. The Master is a collection of proven tools for achieving high-performing, quality services. Topics include prototyping services, measuring user experiences, diagnosing services, and service recovery.
– Loved reading your book. It’s a gem. If I were to summarize it down to an emoji – 😊.
Kalyana Sundaram, Innovation Lead at Extentia Information Technology
Other Books
The Apprentice – A Service Designer’s Handbook, Vol. I
The Apprentice is a primer to spur new service designers into the field and encourage organizations to adopt service design techniques. The course originated as a way to address questions from those looking at service design for the first time. and also for leaders looking to understand how service design could benefit their organization.
The Journeyman – A Service Designer’s Handbook, Vol. II
The Journeyman explains common service design techniques, including popular models and tools–including a User Influence Model, Journey Maps, Service Blueprints and Touchpoints.
Be Relevant! How Brands Rise to the Top (non-profit ed.)
In an age when it is increasing difficult to grow membership and earn non-dues revenue, organizations are turning to service design to be relevant! Be Relevant! offers executives of non-profits a new, bold perspect on solving some of their most pressing problems.
International Service Design Institute’s Blog
Conclusion: Service Design is Ideal for Executive Problem Solving
International Service Design Institute The Value of Service Design to Providers Leading service providers say their chief concerns are revenue, growth and people, according to a number of recent studies. When you otherwise take out normal fluctuations in the economy,...
The Biden Administration is Counting on the Service Sector to Help Fund its Ambitious Agenda – A Challenge for Service Designers
International Service Design Institute Here in the U.S., the news is crowded with stories about President Joe Biden’s ambitious federal improvement plans that could double the nation’s short-term spending to $14 trillion. Meantime, the ability for the government to...
Our Service Design Learning Philosophy
International Service Design Institute We discovered in our own learning journey among us here, that collecting a bunch of clever techniques was only a small part of learning service design. We asked ourselves: What are service designers doing once they have learned a...
Service Designers Avoid Failures by Managing User Expectations
International Service Design Institute The state of Maryland, USA, is pretty progressive by most standards. They were the first to offer its residents access to universal healthcare, to ban nuclear arms (and pushed to remove 1950’s era silos), and is also known in...
So, How Do You Define Service Design?
International Service Design Institute Service design is becoming widely recognized across the globe as the way to develop and improve lines of services. Yet 35 years after its designation there remain discrepancies over the definition. To that point, service design...
Expectations Drive the Success or Failure of Service Experiences
International Service Design Institute What Makes a Service Succeed or Fail? Expectations: How is it that a meal at McDonald's often hits the spot, yet a steak dinner costing three times as much can turn out to be an awful experience? The post Expectations Drive the...
Looking for an Invite to a Clubhouse Service Experience? Here’s a Self-Described Experience From the Eyes of a Service Designer
International Service Design Institute I was invited to join Clubhouse by my 23-year-old daughter who secured her code from a work colleague. She insisted I get on to observe the experience from the perspective of a service designer. She’s always on the lookout for...
Needing Service Designers To Build Loyalty Programs
International Service Design Institute I just bought my third vacuum in three years. But this time I bought a well-engineered, pricey model from Germany rather than one of those plastic ones that can be found stacked up along department store aisles. The one I bought...
What Service Designers Should Know About Gen Z
International Service Design Institute Gen-Zers, who range in age from 7 to 24 years-old have claimed a lot of attention lately for their outsized influence, including in political elections and more recently disrupting the stock market. Their influence calls for...
Service Design – One Of The Hottest Fields
International Service Design Institute NEWS RELEASE (Tampa, Fl., January 2021) — Three-quarters of service designers in a new poll by the International Service Design Institute, say they are seeing more available service design jobs than ever. The results are another...