This lecture will cover the basics of Service Design, covering what is a service and what is service design, artefacts and Service Blueprints
The best way to describe a service is by saying what it’s not, a product. Services are experiences and interactions you can’t hold, so a haircut, a bus journey, a consultation. Services are variable, and this affects the quality, who delivers it and how.
A service is heterogenous which means it changes based on who delivers it, you’re never going to get the same experience. Often created and experienced at the same time, whilst also being perishable, meaning if it’s not used it is lost forever.
Service design applies design methods to plan how a service works across products interactions, communications and the systems behind them, it looks at the whole UX. But unlike UX Design which often focuses on a single channel or user, service design looks at the full picture, connecting people with experience with the operations and technology by applying human centred methods, service design helps organisations manage complex issues
A service is anything that helps someone do something. Good services are verbs, Bad services are nouns.
Service Design outputs can be digital apps, policies, roles, spaces or redesigned processes
Value emerges from coherent combinations across channels and moments
Measures success via outcomes (e.g time saved, satisfaction, equity)