Topic: 1.1 Service Types

DEFINING A SERVICE Topic 1 Services Are Intertwined In Our Lives We live in a service economy. We benefit from services on a daily basis, many of which we take for granted. Services include education, healthcare, financial services, transportation, food services,...

Topic: 1.2 Services v Products

DEFINING SERVICE DESIGN Topic 2 Service Design Overview Service design is the only practice of its kind solely focused on building services. The field’s approach is user-centric, meaning all aspects of a design and the work 0f a service designer requires the...

Topic: 1.3 The Origins

UNDERSTANDING SERVICE DESIGN  Topic 1 The Origins of Service Design  “Design is not just what it looks like and feels like. Design is how it works.” —Steve Jobs   Between the period of World War II  and the 1980s, new services – Lines of Service (LOS) –...

Topic: 2.1 Setting Expectations

SETTING EXPECTATIONS Topic 1 Creating User Expectations A Starbucks Experience  While sitting in a Starbucks with a colleague, grasping for an analogy to explain satisfactory experiences, it dawned on me that the upscale coffee shop could provide an example. Most...

Topic: 2.2 Getting to Satisfaction

Getting To Satisfaction Topic 2 Delighting Users As we have described in some detail, users judge an experience by two measures, but there could be three, adding ‘delighted’ to ‘satisfied’ and ‘dissatisfied.’ Delighted is typically...
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