Designing how things work
Most products and services fail because they don’t work together. I design the system behind the interface — connecting products, services, and touchpoints into one coherent experience.
Instead of designing isolated parts, Product Service System Design looks at the whole.
A website that explains, but doesn’t guide. A service that exists, but isn’t clear how to use. Communication that feels inconsistent. Pieces that work individually, but not together. This is where things usually break.
A Product Service System is a coordinated set of elements that work together to deliver a complete experience.
What this means in practice
Product Service System Design turns complexity into structure.
It helps define how products, services, and touchpoints work together in a clearer, more usable way.
Focus 01
Make services easier to understand
Organizing information, actions, and pathways so people can quickly understand what you offer and how to engage with it.
Focus 02
Design clearer user journeys
Mapping the steps people take across pages, tools, and interactions to reduce confusion and make progress feel natural.
Focus 03
Connect the whole experience
Bringing together website, communication, service logic, and supporting tools so the experience feels coherent instead of fragmented.
Focus 04
Remove unnecessary complexity
Identifying weak points, repeated steps, and unclear transitions to make the overall experience simpler and smoother.
Focus 05
Build with the bigger picture in mind
Designing not just single screens or pages, but the relationships between elements, so the whole system works better over time.
Focus 06
Create systems that can evolve
Building structures that support growth, updates, and future changes without losing clarity or consistency.
Who this is for
Product Service System Design sits behind many of the products and services we use every day. Here are a few signs it may be relevant to yours too.
Context 01
Multi-touchpoint services
For offers that extend across websites, communication, tools, and real interactions.
Context 02
Complex or layered propositions
For projects that need clearer structure to make their value easier to grasp.
Context 03
Evolving digital products
For systems that are growing and need stronger coherence over time.
Context 04
Experiences with hidden friction
For situations where people are interested, but the path forward feels unclear or heavier than it should.
Example High complexity system
Coordinating critical operations in real time
A dispatch system designed for medical and mountain rescue operations.
Challenge
Multiple actors, time-sensitive decisions, fragmented tools, and high cognitive load.
What needed to work
- Information flow between operators
- Coordination between teams
- Real-time updates and prioritization
- Clear interaction under pressure
Role of system design
Designing how information, actions, and responsibilities connect into a reliable operational system and become visible through a clear and intuitive user interface.
Example Everyday service
Making a service easier to access and navigate
A yoga studio offering classes, bookings, and communication across multiple touchpoints.
Challenge
Information scattered, unclear entry points, reliance on manual communication.
What needed to work
- Clear understanding of the offer
- Smooth booking flow
- Consistent communication
- Guidance for new users
Role of system design
Connecting website, booking, and communication into a simple, coherent experience.
Same service, but easier to understand and use.
What the work involves
The process is not strictly linear. These are the main components that shape the work, depending on the project and its needs.
Part 01
Understanding the context
Looking at the current situation, the product or service, and the environment in which it operates.
Part 02
Mapping the system
Identifying actors, touchpoints, flows, and relationships between different parts of the experience.
Part 03
Defining structure
Organizing information, actions, and pathways into a clearer and more usable system.
Part 04
Co-design and iteration
Working together to explore solutions, test assumptions, and refine directions.
Part 05
Validation
Testing flows and interactions to identify friction and improve clarity before implementation.
Frequently Asked Questions
Location & Availability
Where are you based?
I am based in Treviso, Italy, and I work with both local and remote clients.
Can we work together remotely?
Yes. Many parts of the work can be carried out remotely, depending on the project and the level of collaboration involved.
That said, some phases can benefit significantly from in-person activities, especially when research, observation, or co-design are involved. Understanding the context well is often an important first step in moving in the right direction.
Can we meet in person if needed?
Yes. In-person meetings can be arranged whenever they are useful for the work.
Project & Fit
What kind of projects is this suitable for?
Product Service System Design is useful when the experience spans multiple touchpoints or involves a combination of product, service, and communication.
Is this only for digital products?
No. While digital interfaces are often part of the work, the focus is on the overall experience, which may include services, processes, and real-world interactions.
How does this differ from UX or web design?
Product Service System Design operates at a broader level.
UX design is often part of the work, focusing on specific interactions and interfaces. Web design can also be one of the outcomes, when a website is part of the system.
The difference is in scope: this approach looks at how products, services, and touchpoints connect and work together, not just at individual parts.
Do I need a full redesign to work on this?
Not necessarily. In many cases, the work focuses on improving and connecting what already exists, rather than starting from scratch.
Process & Deliverables
What do I receive as an outcome?
The outcome depends on the project and how we work together.
In some cases, the focus is on clarifying structure, flows, and decision-making, supporting your team with a clearer direction. In others, the work extends into designing and shaping parts of the system directly — from interfaces to complete service components. The goal is not to produce documentation for its own sake, but to make the system clearer, more usable, and ready to be applied.
Can this include design and development?
Yes. This approach can remain at a strategic level, working alongside your team, or extend into design and development as part of the deliverables. The level of involvement depends on what helps move the project forward most effectively.
Let’s look at your system
Share a few details about your situation or project. I’ll help you understand what’s working, what’s not, and what the most useful next step could be.
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