Resources

Learn Service Design!
As a service designer, you create valued user experiences to satisfy customer needs. Service designers work with leaders to ensure their organizations meet their goals through the customer experience. Service designers are currently involved in advancing health,...

Defining a Service Vs. Product
A service is defined as a means of delivering value to users, based on their needs, wants and desires.
The Missing Component to Many Apps, Platforms
TechBullion By Amelia Jacob (Adapted by Steven J. Slater) Organizations are increasingly meeting business needs through distinctive apps and platforms. Yet oftentimes it seems the user experience (UX) component is missing or unsatisfactory. Here we explore the...

Service Designer Strategies Driving Positive Experiences
The pandemic has spurred a contactless technology trend, one that was already underway--including voice control (e.g., smart speaker TVs), motion sensing and mobile controls. In China, where the pandemic is still epidemic, contactless technology has become most...

What Service Designers Should Know About Automating Services
Service Design, Automation Satisfies User Needs Automation is inextricably linked to designing services nowadays. This short article is a primer. For context, we probably take automation for granted. We come into contact with it at grocery store self-checkout, to...
Why Service Designers must understand Artificial Intelligence, Machine Learning, Predictive Analysis, and Risk Analysis
HR professionals use AI to find a pattern of successful candidates for a job. This occurs by capturing the words and descriptions of existing hires and matching them with the words used in candidate resumes.

Facing Climate Change: Resilience Through Service Design Prototyping
Hurricane Andrew ripped across southern Florida thirty years ago (1982), in what was then the most destructive hurricane to hit the southernmost part of the United States: A Category 5 with sustained winds of 174 mph—only to be surpassed by Hurricane Irma 25 years...

When You Need A Service Designer
I love well-designed services. For instance, I bought a new camera because mine was lost and stolen this summer while traveling in Europe. Among the features of the new camera is a setting to shoot in Adobe color format. When I tried it and uploaded the photos to my...

How to Build a Feedback Plan in 7 Steps to Improve User Experiences
Service designers rely on user feedback to improve services. Set up correctly, a feedback plan will help uncover meaningful insights into how users are experiencing the service – the service journey and service deliverable.

Service Design Tool: Identifying Loyalists
If Fred Reichheld’s name is familiar, it’s because he is associated with the Net Promoter Score, a loyalty model he developed from his consulting work at Enterprise Rent-A-Car, a St. Louis-based company.