Service Design (SD) looks a lot like Customer Experience (CX) practices on the surface, but tends to dig a bit deeper. It also leans on many more areas of knowledge and expertise across a vast number of fields.
Where Customer Experience (CX) can always be evolving to meet the ongoing change in customer’s needs, Service Design (SD) is the thoughtful design of the complete experience from top to bottom. Customer Experience (CX) and its principles help businesses continuously evolve and do upkeep on their customer’s experience within the larger scope of the Designed Service Experience.
A Service Design project might look at operations, corporate culture, management style, policies, finance, marketing, vendors, delivery systems, technology, IT, employee relations, psychology, sociology, corporate design, architecture, construction, landscaping, Interior Design (PHEW!), and ultimately how all of these either do or do not contribute to surpassing the customers needs and desires.
We think the best time to employ Service Design Principles is at the very start of a new business or civic project or when an organization is wanting to fully reinvent the customer’s experience of them.
If you’re looking for a more formal and exacting definition of this wide reaching practice, here ya go!
“Service Design is a form of conceptual design that involves the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers.”
Either way we’d love to share with you all the things that excite and inspire us about Service Design.
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Customer Experience (CX) is simply how the customer feels about themselves when they interact with your business, service, or product. In the long run, it’s the mix of the love and irritations they feel when they deal with your business.
So… How does your customer feel? How do you want them to feel?
Some of the tools and processes we might use to design new customer experiences or services might include: