What is Service Design?

By | June 6, 2014
This entry is part 21 of 31 in the series Defining words

According to Wikipedia, Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers.

www.servicedesigntools.org/ provides an open collection of tools useful in service design.

zen_c4service_logoService design tools are useful in all of the layers in the How it All Fits Together diagram.  In strategy, high level customer journey maps can illustrate the strategic intent of the target business model.  In design, the vision of the customer experience and the experience of key internal users can be illustrated in a powerful illustration that everyone can understand, criticize, and rally around.  The transformation process can be informed by the vision and requirements for the customer experience.  In production, people can understand how things are supposed to be experienced by the customer and why.  They can operate it all more in line with its intent and pass back more informed feedback, pain points, and new insights.

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