Service Design 101
Updated: November 17, 2024
Summary
Service design is about creating customer journeys and understanding the processes employees must follow to deliver those journeys. It combines elements of goods and services, focusing on people, props, and processes. By using the analogy of going to the theatre, it emphasizes the significance of both front-end user experience and back-end operations in service design.
TABLE OF CONTENTS
What is Service Design
Service design involves the design of customer journeys and understanding the processes employees need to follow to create that journey. It encompasses both goods and services on a continuum, challenging the traditional definitions of tangible goods and intangible services.
Components of Service Design
Service design comprises three main components: people (users, employees, third parties), props (tools, physical places), and processes (workflows). Using the example of going to the theatre, the importance of both front-end user experience and back-end operations is highlighted.
FAQ
Q: What are the three main components of service design?
A: The three main components of service design are people (users, employees, third parties), props (tools, physical places), and processes (workflows).
Q: How does service design challenge traditional definitions of tangible goods and intangible services?
A: Service design challenges traditional definitions by encompassing both goods and services on a continuum, blurring the lines between tangible goods and intangible services.
Q: Can you provide an example that highlights the importance of both front-end user experience and back-end operations in service design?
A: Using the example of going to the theatre, the importance of both front-end user experience (the show, seats, ambiance) and back-end operations (ticketing, staffing, logistics) is highlighted.
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