I keep hearing about...
Service Design
Definitions
(In my experience)
Service Design is
...a human-centered design approach that places equal value on the customer experience and the business process, aiming to identify opportunities for quality experiences and seamless service delivery.
Human-Centered Design is
...a methodology focused on listening to customers and learning about their needs and behaviors to define the strategy and execution of design deliverables, which is validated by research findings.
Glossary of Terms
SERVICE
A service is a system or workflow by which your business provides value to customers.
ACTORS
The humans and digital systems which enact a service.
FRONTSTAGE
The part of your service that the customer can see & experience.
BACKSTAGE
The part of your service that happens "behind the scenes" and is not visible to the customer.
CHANNEL
A specific medium in which interactions take place.
TOUCHPOINT
A single point of interaction between the customer and the service usually involving physical evidence.
SCENARIO
A use case that plays out over time that involves your customer's experience combined with your organization's backstage processes and systems.
JOURNEY
An iconic use case of a customer's experience of your service.
ECOSYSTEM
The collective whole of all services, channels, touchpoints, and interactions in your business.
OPPORTUNITY SPACE
An area of your service or business in which there are certain unknowns, risks, etc..
BLUEPRINT
A breakdown of both the end-to-end customer experience as well as the surface-to-core backstage of your business process, systems, actors, and policies.
