This Service Design stuff – what is it all about?
For any service—such as those provided by art galleries, museums, banks, councils, libraries, IT companies, retail, education etc, it makes sense to ask, “What would make the service more effective for those who use it?”
This is the question at the heart of service design, a process that examines the relationship between those who use a service and the service environment, which could include information, technology, furniture, physical spaces, and people.
Service design focuses on human interactions and the intersections which enable an organization to run smoothly and provide the best service to its users.
When people hear about service design there is usually a look of confusion – people simply haven’t heard the term before. The important thing to remember is that, in all likelihood you have come into contact with something that has been serviced designed in the last 24 hours. Many public services such a government telephone call lines, NHS processes use service design as do most good websites these days.
If you’re interested in learning more, the videos below provide a great overview, alternatively the Wikipedia entry on service design provides an in depth overview.