By its nature, traditional product design results in the delivery of a fully formed artefact - one that can be used, more or less, out of the box. With service design projects however, designers hand over a far less tangible service proposition and it is hoped that the client has the skills and wherewithal to implement the service provision outlined in the service blueprint. Others in the field of service design (Vesterdal, 2009; Marsh, 2009 for example) have touched upon this dilemma but it is difficult to find explicit examples from which to learn from. This case study uses projects, undertaken for the public sector organisation Skills Development Scotland (SDS) by the Product Design department at the Glasgow School of Art (GSA) over a two-year period, to explore the challenges addressed within SDS in the implementation of service design projects and highlights lessons learned.

• http://vimeo.com/17880047
• http://www.servdes.org/pdf/2010/bailey.p...
• http://www.servdes.org/conference-2010-l...