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“(…) Service Design is about creating meaningful experiences and meaningful interactions – for and with the customers. It’s not about the products itself anymore (their features can easily be replicated) it’s about differentiating products by creating new ideas and emotional interconnections.”
(Pedro Custódio a.k.a. @pedrocustodio ~ NEXT Berlin)
“Service design is human-centered and this has led to users actively taking part in the design process co-creating the service. This co-creation is one of the most important reasons why service design can have such a big impact on mobilization of citizens. Including the citizens in the creation or improvement of a service or process that aims at improving their everyday experiences helps, in addition to creating a better experience for them, remove users’ hesitations or inhibitions regarding adopting the service.”
(Nelly Trakidou a.k.a. @NellyTrakidou)
“The service design literature contrasts information-intensive and experience-intensive domains and applications and makes proposals for different design methods that are most appropriate for each. This distinction seems sensible and useful when we contrast financial accounting with visits to Disneyland, but it begs some crucial design decisions for services nearer the middle of what is probably better viewed as a continuous design space. So instead of design principles or methods that assume a clear distinction, we propose to frame design decisions in ways that highlight the range of choices on the continuum between information-intensive and experience-intensive variations of a service system. We propose “substituting information for interaction” as this unifying concept in service system design. Interesting design choices arise in contexts where information accumulates through customer interactions and value can be created if the service provider can capture, analyze, and retrieve information about those interactions and the explicit or implied preferences in them. Here the degree to which the service provider can substitute information for interaction depends on the richness of the provider’s customer model to predict his next interaction or information need.”
“The storygraph is a deliverable I made to visualize the user needs/touchpoint matrix. (…) Let’s think about the customer’s journey. As designers we can’t have control over the path our customers walk. They can approach us from any possible touchpoint: our website, some else’s website, phone, friend advice, our headquarter or any other physical location, remote help desk, social media etc. They use whatever they will to get informations or complete a task. From the customer’s point of view, they’re just interacting with our brand. And they don’t care about what channel or system or device they’re using. That’s exactly why we have to.”
“Is service design a field, a discipline or a practice? Probably not. It’s a set of tools, a process and most importantly, it has a point of view. It’s a logical, sequential process that understands the needs of both the users and the business.”
“(…) how service organisations can use design thinking as a tool for imagining these experiences and giving them a desirable form.”
“To make sense of all these different voices, it would be interesting to have some sort of common language. Maybe not as complex as a “language”, just a proto-taxonomy would already do a great job at organizing the service research efforts. Giving to the referred disciplines a basic set of concepts where they all could recognize and differentiate themselves would most probably foster collaboration among them. But, the problem would be to get the communities that evolve around each one of these disciplines to develop it. And then accept it. And then adopt that unique framework.”
(Mauricio Manhaes a.k.a. @mcmanhaes ~ Service Design Network)
“(…) it is imperative that companies focus on service design to gain competitive advantage.”
“Digital service design incorporates many existing disciplines – like web design, information architecture, user experience and content strategy. It is, if you like, an organising umbrella principle, in which all these disciplines can work together to build something that meets – and surpasses – user expectation. Perhaps most fundamentally, it’s about letting go of the website as the core idea of digital development, and thinking about service as something that can be delivered through any number of channels – some of them digital. Instead of fretting over your mobile strategy, you figure out how to express your service principles through a mobile device.”
(Adam Tinworth a.k.a. @adders ~ Next Berlin)
“As the field of service design evolves so do the tools. At Adaptive Path we often find ourselves debating the form and definition of service design artifacts.”
“Understanding the soul of a product (or of an organization) requires a conversation – about what you believe in, about fundamental values, and about quality. These ideas must be argued and agreed upon. Likewise, expressing the soul of a product requires still more conversations, still more argument and agreement. At this level, design is conversation.”
“What kind of services will we need to offer that will create both value in a changing society and a changing business environment? And what does value mean for individuals in a service context? In the following we want to look at ‘transformative services’ and the potential they offer for businesses. With transformative services we mean those services that change the way individuals or groups behave in order to foster wellbeing and satisfaction of the individual or group while providing sustainable business value.”
(Melanie Wendland a.k.a. @MelanieWendland ~ Conversations by Fjord)
“Faced with service problems, we tend to become somewhat paranoid. Customers are convinced that someone is treating them badly; managers think that recalcitrant individual employees are the source of the malfunction. Thinly veiled threats by customers and managers are often first attempts to remedy the problem; if they fail, confrontation may result.”
(G. Lynn Shostack)
“Often, Service Design approaches can ask too much of an organization too soon. The difficulty is how to implement the opportunities uncovered from customer journey mapping. We recognize that companies work in silos and don’t change quickly. We’ve come up with ways to guide organizations through prioritized decision-making that will result in a meaningful change to the customer experience. This webinar will focus on sharing consulting experiences and thoughts on how organizations can adopt Service Design in a manner that focuses effort and drives measurable business outcomes which work within existing organizational structures.”
“Journey models are emerging as a welcome and valuable refresh of some old and new tools in our UX arsenal. They are not just another deliverable for your checklist; they’re a valuable method for digging deep into problems of long-term engagement, cultivating empathy, and establishing a problem space in which to generate and test ideas. Their output can serve as a backbone for strategic recommendations and more tactical initiatives. Form and function can vary widely depending on the project and stakeholder needs, but at their core, journey models are stories that focus on the meaningful relationships between individuals and organizations, and highlight opportunities to build a better future.”
(Megan Grocki a.k.a. @megangrocki and Jamie Thomson a.k.a. @uxjam ~ UX Magazine)
“The field of service design is still young and evolving. And its interdisciplinary nature makes it difficult to define. (…) Regardless of the channel (social media, web, mobile, in-store, product experience) organizations that want to deliver great user experiences have to take time to educate their employees at all levels and at all touchpoints about what the company stands for, what it means to work there, and what kind of experiences they need to ensure for all users. Great service design means everyone involved is on board with creating the experience the audience wants. Take it from me, that can’t happen without a common goal, proper communication, and lots of practice.”
(Megan Grocki a.k.a. @megangrocki ~ UX magazine)
“We spoke with Adam StJohn Lawrence, who describes himself as a a customer experience and service design consultant, a professional comedian and an actor. Together with service innovator Markus Hormess working under the name of Work•Play•Experience, they use unique theatrical tools to help companies turn good services into memorable service experiences.”
Presentation – “This presentation shines the light on what’s missing in turning A customer experience vision into tangible business value. How do you use all that is good and useful from typical customer experience approaches? How do you add commercial rigour and the hard core analytics in a way that one competency doesn’t dominate the other? What is the secret in bringing together the skills and perspectives that result in a great customer experience and an equally great commercial outcome?”
(Damian Kernahan a.k.a. @protopartners ~ Proto Partners)
“Service design is about creating living entities that evolve and change over time. This is fundamentally different from other forms of design, which generally aim for permanency.”
(Olof Schybergson a.k.a. @olof_s ~ Fast Co.Design)
“(…) the discussion on strategic innovation in the business sphere is cluttered into a variety of discourses in which the latter seldomly plays a major role. Therefore service designers are all too often confronted with a very narrow understanding of designs value contributions to high-level strategy making, neither are they able to explain and relate their own work to the parallel developing discourses in the business realm. The attached thesis tries to bring together some seemingly isolated research streams and provides an overview of their topical similarities and overlaps. It connects the dots by putting its focus on “value creation” (a term that most discourses culminate in) and “design’s” value contributions to strategic innovation.”
(Jan Schmiedgen a.k.a. @brandsystemUXD ~ Service Design Network)
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