Lab9

Lab 9

According to the slideshow by Sylvain Cottong, who is an employee at [], what is the definition of 'service design', and why is it so important? (5 paragraphs)

According to Sylvian Cottong, service design combines design methods from product design and interaction design for designing the experience of and the interface to services. Service design allows you to creating things that are useful, usable and desirable that provides a more efficient and effective use for clients.Service design is important because it focuses on customer experience and the quality of service they receive as it incorporates products as well as services to deliver complete customer satisfaction.

Service Design focuses on the total experience of using a service such as ensuring that employees are providing 100% customer satisfaction, ensuring that the physical environment is well maintained. The key concepts of service design include systems which enable services to be provided through systems and relationships. Value, which enables the best value for producers and users. Journeys, which are experience over time, users tend to remember journeys to and through a service. People, which includes both the user and producer working together. Propositions which allow users to buy into a service.

Service Design also uses ethnography which is discovering and understanding the service context and the users. There is also service blueprinting which allows a quantitative description of the critical elements included in service such as time.Service prototyping which simulates real world experience by using scenarios and storyboards.

Service Design is important because it enables ease of use for users, reduces support costs for companies which results in greater tolerance from customers and a high level of customer satisfaction. As we are all service providers, service design allows room for a great user and customer experience and satisfaction.

When all the factors of service design is implemented, customers are willing to pay more for products and services that are easy to use, enjoyable and exciting. They are also more likely to obtain products and services where they have the peace of mind knowing that they can get available assistance whenever needed.