Rachel Finch is a Learning Experience Designer within the eXponential Learning Center at Intel. After taking our Service Design Immersive course, Finch shared the ways she’s applied the principles of service design to her own work for our Alumni Impact Story series.
Can you tell us a little about your background and your current role?
I have been an instructional designer most of my career, but over the last few years my focus has shifted to user experience research and design. I find that as we are thinking about how to solve our most pressing business problems, the user experience methods and tools have really helped my organization be super clear on the most significant challenges for our employees. My current role is Learning Experience Designer within our global learning and development team at Intel.
What led you to take Service Design Immersive?
When I was first introduced to service design it blew me away. Accounting for a culmination of people, communications, customer touchpoints, etc. made so much sense to me. It really allowed me to see for the first time a process that could break down our organizational silos and really improve our employee experience in a major way.
How has learning the tools and methods of service design impacted the way you approach projects at Intel?
As soon as I returned to Intel, I put together a group of stakeholders and customers to focus on improving our learner experience. We generated a lot of great ideas, created a plan, and implemented several significant improvements. I take the tools and methods into every project I work on and have introduced several colleagues to the practice.
What are your goals for applying service design to creating end user experiences?
We have to be more customer-obsessed, and service design provides a systematic and proven way to exceed our customers’ expectations and ensure that we are delivering value to the organization. It also fosters greater collaboration and reduces the end user friction that occurs when teams don’t work together to design and deliver services and experiences. My goal is that more teams learn about this method and regularly apply it in the months and years to come.
What advice would you give to others looking to incorporate service design into their work?
My advice is to take the time to learn about the tools and methods because it will transform how you approach creating and reimagining your products and services. It provides a framework for improved internal collaboration, customer co-creation, and outstanding user experiences.
Interested in sharing how you’ve applied the tools, mindsets, and methods taught in any of our courses to your work? Reach out at cooper.com/contact and you could be featured in our next Alumni Impact Story!