Service Design is a human-centered approach focused on customer experience and the quality of service provided. It’s a comprehensive approach that takes into consideration…
Customer-facing parts including store fronts, reception areas, touchpoints of interaction, and the products and their positioning and layout (analogous to a website’s UI).
Processes, policies, and technologies governing service provision. They are non-customer-facing but impact the experience and are analogous to a website’s backend and logic.
Service design requires organizing a business’s resources—people, props and processes—to map the customer’s journey & improve the quality of interaction with providers, taking into account what happens in both the frontstage & the backstage.
Service design also improves employee experience allowing them to provide superior service.