Understanding Service Design
This week delved into the core concepts of service design. Here are the key takeaways:
- What is a Service? A service is an intangible offering that fulfills a user's need. Service design aims to make services user-friendly, efficient, effective, and appealing.
- Service Design Benefits:
- Helps organizations see their services from a customer perspective (screenshot lecture notes).
- Improves customer experience by focusing on usability and desirability.
- Service Design Principles:
- Human-centered: Prioritizes user needs and perspectives (screenshot lecture notes).
- Collaborative: Involves all relevant stakeholders in the design process.
- Iterative: Emphasizes continuous refinement based on user feedback.
- Sequential: Follows a structured process with clear phases.
- Real: Grounded in real-world data and user research.
- Holistic: Considers all aspects of the service experience.
- Customer Focus: Values the customer journey and touchpoints.
Service Design Process
The session outlined the typical service design process:
- Current State Blueprint: Map the existing service experience .
- Research: Gather user data through various methods.
- Journey Mapping: Visualize the user's journey through the service.
- Ideation: Brainstorm potential solutions based on research findings.
- Storyboarding: Communicate design ideas visually through storyboards.
- Future State Blueprint: Design a blueprint for the improved service .
- Touchpoint Analysis: Identify and analyze all customer interaction points with the service.
Resources and Tools
Service Blueprints
We explored the concept of service blueprints, a visual representation of the service ecosystem:
- Front Stage: The customer-facing aspects of the service.