Start With the Whole Service
Identify when a service problem is bigger than the touchpoint your team owns.
Principle: If the user has to coordinate the organization, the service boundary is wrong. The Move Name the whole problem before you improve a part. Start with the user's goal, then trace the moments where they cross teams, channels, or policy rules. Those crossings are where service design often creates the most value. Why It Works The whole-service lens prevents local optimization. A beautiful page can still produce calls, delays, and duplicate work if it leaves the user uncertain about evidence, status, or ownership. The GOV.UK Service Standard turns the question from is this touchpoint usable to can the user…
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