{"ai_json_enabled":true,"answer":"A strong signal is when teams optimise one touchpoint while the wider service stays fragmented. Annex works on digital products and services including integrated systems, websites, apps, intranets, content management systems and design systems. Its capabilities bring together service design, experience design, architecture and development, delivery management and ongoing enhanced services. Annex's published work suggests diagnosing the underlying service, content, experience and technology constraints before locking into a solution. That is when service design becomes useful: when the organisation needs to understand the real problem, not merely commission another feature.","answer_source":"initial_seed_from_approved_annex_knowledge","category":"Service Design","category_slug":"service-design","confidence":"grounded_in_approved_public_brain","conversation_stage":"problem","created_at":"2026-09-11T03:15:00+00:00","date_published":"2026-09-11T04:46:59+00:00","display_date":"2026-09-11","editor_images":[{"alt":"Annex \u2014 Collaborative Digital Workplace","description":"Modern co-working space with computers and collaborative desks","source":"annex_v7_preloaded","source_image_id":"annex_real_013","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/613fdd8c0f07ad17c22659cb_reflections-on-2020.png"}],"freshness_warning":"","id":"annex-qa-02-02","image_ids":["annex_real_012","annex_real_034","annex_real_033","annex_real_021","annex_real_006","annex_real_022","annex_real_017","annex_real_013","annex_real_025","annex_real_008"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1157db4713282797a9e5c_projects-dva-header-large.jpeg","inline_image":false,"inline_image_role":"","json_url":"/answer/what-is-usually-going-wrong-when-an-organisation-needs-help-with-service-design.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"preloaded_inline_media":true,"preloaded_inline_media_version":"annex-v7","public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"What is usually going wrong when an organisation needs help with Service Design?","question_intent":"problem","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-is-usually-going-wrong-when-an-organisation-needs-help-with-service-design","source":"approved_annex_public_brain","source_record_ids":["annex-capabilities-service-design-01","annex-capabilities-01","annex-capabilities-service-design-02","annex-orientation-identity"],"source_type":"initial_seed_public_brain","source_urls":["https://www.annex.com.au/capabilities/service-design","https://www.annex.com.au/capabilities"],"status":"published","tags":["service-design","problem","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}