What No One Tells You About Product Design: When It’s Really Service Design Too
When I embarked on my journey as a designer, my naive imagination painted a picture of product design as an art of crafting sleek interfaces, seamless user flows, and visually stunning aesthetics. Yet, as the layers of my career unfolded, I discovered a profound truth: the essence of product design often lies behind the scenes, in the conversations, systems, and constraints that Figma can never fully capture. Through my experiences in healthtech, fintech, and teaching, I realized that product design frequently transcends into the realm of service design. This is the untold story of what it truly means to be a product designer.
The Product is Never Just a Screen
At AdeaHealth, my mission was to streamline the onboarding process for patients with chronic conditions. On the surface, it seemed like a straightforward task—reduce the steps, enhance clarity. However, I quickly learned that the “product” was far more than a mere form. It was intricately woven with doctors, labs, insurance regulations, and compliance frameworks that dictated what users could see and do. Designing the screen was merely half the battle; understanding and mapping the ecosystem surrounding it was equally vital.
This experience taught me that a product is an intricate tapestry of interconnected elements. It is a living entity that interacts with various stakeholders and systems. As designers, our role extends beyond the confines of the screen; we are tasked with navigating and harmonizing these complex networks.
Research Isn’t About What Users Say
In the early days, I believed that research was all about asking users what they wanted. However, reality soon shattered this illusion. I conducted sessions where users nodded in approval, only to abandon the flow later. It became evident that what truly mattered wasn’t what users said, but how they behaved in context.
Sometimes, the most valuable insights emerged not from interviews, but from sitting alongside developers to understand persistent API failures or collaborating with clinicians to comprehend why a form required duplication. Real research often resembles detective work, requiring us to delve into the intricacies of systems and behaviors. It’s not just about sticky notes and post-it boards; it’s about unraveling the complexities that influence user experiences.
The Design Never Lives in Isolation
When I prototyped Paylio, a speculative finance dashboard for freelancers, my goal was to create an effortless experience. Tools like Bolt and Lovable AI expedited the prototyping process, but what truly lent weight to the design was considering tax compliance, fluctuating foreign exchange rates, and the anxiety freelancers face when crossing borders. A visually appealing interface was insufficient; what mattered was how trustworthy and transparent it felt as part of a larger financial ecosystem.
Designs do not exist in isolation. They are part of a broader narrative, influenced by external factors and user perceptions. As designers, we must adopt a holistic perspective, acknowledging the larger systems and emotions at play.
You Design Things That Aren’t Just Design
This revelation was perhaps the most surprising. Often, my role extended beyond designing a user interface. I found myself sketching service blueprints, crafting onboarding scripts, and writing copy for doctors to communicate with patients. In service design, the boundaries blur, necessitating an understanding of contracts, legislation, backend systems, and cultural contexts.
If we confine ourselves to the “design” box, we risk missing the bigger picture. The most successful outcomes emerged when I ventured beyond traditional design tools and became curious about the entire system’s functioning. It’s about embracing the intricacies and nuances that shape user experiences.
The Hidden Truth About Product Design Careers
For those contemplating a career in product design or already immersed in it, it’s crucial to understand that the job is far more expansive and chaotic than “screens.” Sometimes you’re a researcher, sometimes a service mapper, and sometimes a translator between legal and engineering. The role can feel undefined, but therein lies its beauty.
If I could impart one piece of advice, it would be to engage with mentors and peers experienced in both product and service design. They possess insights that job descriptions often overlook. Real growth stems from embracing the blurry edges and learning to navigate the multifaceted world of design.
In conclusion, product design is a dynamic and evolving discipline that transcends the boundaries of screens and interfaces. It’s about understanding the intricate web of systems, stakeholders, and emotions that influence user experiences. As designers, we are not mere creators of visuals; we are orchestrators of interactions, translators of complexities, and architects of holistic solutions. Embrace the messiness, venture beyond the obvious, and you’ll discover the true essence of product design.
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