The Elements of Service Design

Service design is the activity of planning and organising people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers.

The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers. The backbone of this process is to understand the behavior of the customers, their needs and motivations. Service designers draw on the methodologies of fields such as ethnography and journalism to gather customer insights through interviews and by shadowing service users.

Service design combines key elements from user-experience design, interaction design, and quality management to create long-term value.

During this workshop, you’ll discover the basic elements of each of these disciplines and how they work together to raise customer satisfaction, increase conversions, and enhance key events along the customer journey.

What you’ll learn

In this workshop you will learn:

  • How service design relates to user experience
  • How you can create value even with a small budget
  • How you can move projects from subjective guesswork to measurable success
  • How you can inspire teams and service providers

How you can get the most out of service-design tools including:

  • User-centered-design basics (UCD)
  • Touchpoint analyses
  • Customer journey maps
  • Use cases
  • User scenarios
  • Storyboards
  • Personas
  • Proof of concept / performance metrics

And finally, we will bring these together to create a service-design blueprint that helps you create a shared frame of reference for your team, provides overview, and helps pinpoint problems waiting for an innovative service solution!

Workshop structure

This is a true workshop and our time together will feature many hands-on exercises. Not only are these fun, but they help you internalise the key features of service design so you can provide greater value for your employer or clients from the very next day.

Target audience

Designers and UX professionals who want to take their skills beyond the screen to create truly valuable service experiences. A basic knowledge of UCD tools and research methods will be helpful as we will not spend a lot of time discussing these.

View Full Agenda
Date: January 24, 2015 Time: 9:00 am - 12:30 pm photo of Eric Reiss

Eric Reiss