Travis delves into the integration of Service Design principles into Information Architecture practices, emphasizing the importance of understanding organizational needs and overcoming departmental barriers. Service Blueprints emerge as a pivotal tool, expanding on customer journey flows to include organizational actions, both visible and behind-the-scenes. However, the article also raises concerns about the potential misuse of such blueprints as mere buzzwords without grasping their true essence. Drawing inspiration from Lou Downe's "Good Services," the piece underscores the significance of clear intent, user-centric design principles, and the need for sustainable governance. The overarching message is the continuous evolution and adaptability of service design, emphasizing collaboration, feedback, and preparedness for inevitable service failures.