Service Design
Designing everything around the product, including the parts staff use.
Definition
Designing the whole service across channels, touchpoints and the internal processes that support them.
Craft convention. True because the industry converged on it. Breaking it costs familiarity, not correctness.
On this plate
In plain language
Designing everything around the product, including the parts staff use.
Example
Improving a returns experience by changing the warehouse process, the label printing and the confirmation email, not only the website.
Local chart
TERM·017 · Region X · Grid D6
This entry and the entries it is stated to connect with. Each line is labelled with what the connection means.
Continue from here
Each link says what the connection is, so you can tell a principle from an alternative from a thing people mix this up with.
Deeper reading
The full entry behind this definition.
- Contextual InquiryRES·012 · Research method
- Journey MapTPL·004 · Template
Related concept
Connected closely enough to change how you apply this.
- Journey MapTERM·117 · Term
- TouchpointTERM·018 · Term
- User Experience (UX)TERM·001 · Term