Service Design User Experience (UX) topic overview/definition
Service Design: Concept Definition
Service design is a process in which the designer focuses on creating optimal service experiences, by taking a holistic view of all of the related actors, their interactions, supporting materials and infrastructures. Service design often involves the use of customer journey maps, which tell the story of different customers’ interactions with a brand.
Marc Stickdorn and Jakob Schneider, authors of the bestselling book This is Service Design Thinking, provide five basic principles that underlie service design:
- User-centered, through understanding the user by doing qualitative research
- Co-creative, by involving all relevant stakeholders in the design process
- Sequencing, by partitioning a complex service into separate processes
- Evidencing, by visualizing service experiences and making them tangible
- Holistic, by considering touchpoints in a network of interactions and users
To employ a service design process, a designer uses a wide range of design tools for exploration and creation. Qualitative research methods for service design are similar to general user-centered research methods: observations, contextual interviewing, etc. The design process includes the creation of personas, customer journey maps, stakeholder maps and value network maps, based on the insights from qualitative research. Finally, co-creation sessions result in service prototypes and advertisements, which are further developed in an iterative design process.
For your convenience, we’ve collected all UX literature that deals with Service Design. Here’s the full list:
Making sense of new UX words: A first dictionary for UX Ecosystem Design
User experience (UX) is very much about communicating, advocating and spreading. As UX practitioners, we spend a great amount of our time engaged in these types of activities. To help you learn and understand new buzzwords, I have written this article to introduce some of the words related to the User Experience Ecosystem Design. You will see ho...
The Moment of Truth - Build Desirable Relationships with Users and Customers
In order to understand “the moment of truth”; it’s important to understand the customer lifecycle with a brand or product. There are many moments at which a customer (or potential customer or former customer) will interact with a brand. A moment of truth is simply any interaction during which a customer may form an impression of your brand or p...
Product-Service Hybrids – When Products and Services Become One
Mike Hallstrup, the Chief Visionary Officer of Designit says; “The world doesn’t necessarily need more products, it needs better solutions.” While a solution may commonly be a product or a service, it’s more likely to be a combination of the two in many instances today.The combination of a product and a service is a product-service hybrid. For e...
The Principles of Service Design Thinking - Building Better Services
Service design is all about taking a service and making it meet the user’s and customer’s needs for that service. It can be used to improve an existing service or to create a new service from scratch. In order to adapt to service design, a UX designer will need to understand the basic principles of service design thinking and be able to focus on...
Service Design - Design is Not Just for Products
Service design is concerned with the design of services and making them better suit the needs of the service’s users and customers. It examines all activities, infrastructure, communication, people, and material components involved in the service to improve both quality of service and interactions between the provider of the service and its cust...
Service Blueprints - Communicating the Design of Services
Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work wit...
10 Ideas to Help You Sell UX Work
We know that UX is important. Google knows that UX is important. But when it comes to selling in UX work it can often feel like nobody else knows that it’s important. Clients and colleagues often seem completely intractable on ideas when we present them. So how can we better serve those customers and get them to take on board what we do as valua...