Service design, while often talked about in academia, is getting more and more attention from design companies and service providers, as the impact of experience design has been proven to increase customer satisfaction and brand perception. This isn’t to say that service design is only about the customer’s experience; while that’s a big part of it, service designers also look at the delivery of the service, its operational efficiency, and its scalability from a design point of view. They focus on designing both the overall service, an intangible exchange like using a bank account or renting a car, and each of the touch points within the service, which may be tangible products like a bank statement, website or or rental car. Service designers map the way that a service is experienced over time and each of the interactions within the experience.
list of priorities towards good service design:
IMMEDIACY
CO-CREATION
VOICE
EXPERTISE
CUSTOMIZATION
This is a good article that helps me to understand in detail about service design. heck i never got a degree in “service design” but for many people how can you say that you got a degree into that field. This field comes with experience when working in multiple backgrounds…
via Service Design | Creativity Online.
check out her slides:
