What is Service Design?

Defining words

• Lying to the boss
• What is a Business Strategy?
• What is a Corporate Strategy?
• What is a Product-Market Strategy?
• What is a Business Unit Strategy?
• What is CRM?
• What is Architecture?
• What is Enterprise Information Architecture?
• What is Strategic Design?
• What are business benefits and value?
• What is DevOps?
• What is Cloud Computing?
• What is a Banking Multi-Channel Architecture?
• What is Gamification?
• What is Crowdsourcing?
• What is a Segment Strategy?
• What is a Business Model?
• What is an Operating Model?
• What is a Target Operating Model (TOM)
• What are Strategic Guiding Principles?
• What is Service Design?
• What is a Customer Archetype?
• What are Digital Natives and Digital Immigrants?
• What is technology-driven change?
• What is a Digital Footprint?
• What is a Potential Trend?
• What are Cloud Standards?
• What is VisaNet?
• What is User Context?
• What are IBM CCRA and CCMP?
• What is PCI DSS Compliance?

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.

Service 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.