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Service Design is creating roadmaps for end-to-end user journeys for digital services. Service Designers take a methodological approach to digital transformation projects. They create workflows and roadmaps that explain how user personas, transactions and scenarios fit together, both online and offline.
Service Designers are fast learners. They iterate, which means that they adjust their roadmaps when facts, needs or priorities change. They may also gain new insights from user research and stakeholder management
The role of the Content Strategist sits somewhere between that of a Content Designer and a Service Designer. Content Strategists are very focused on the strategic planning. They establish the parameters, restrictions and synergies of a project, often within a legal, policy framework. They work out what content is needed and where.
A Content Strategist may create tone of voice, style guide, governance, workflows and taxonomies. A good Content Strategist can also knock up wireframe and workable prototypes too.
Content Strategists are brave yet friendly warriors. They champion their vision and strategic thought-leadership to the rest of the team and to internal and external stakeholders. They are not afraid to challenge conventional thinking to deliver the best possible user experience.
Most Content Strategy experts we know are great fun. Because of their exceptional people skills and ability to see different perspectives, they are able to direct and motivate other team members. In a world of Trello boards, sticky notes and ‘to do’ lists, they are the glue that binds it all together in an inspiring end-to-end digital transformation strategy.
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