digital media design ii service...
TRANSCRIPT
DIGITAL MEDIA DESIGN II
Service Design
“a service has no or little intrinsic value until the moment
of its use or consumption — services or experiences cannot
be stored in a warehouse.” —Polaine, Løvlie & Reason
Services are systems and the parts influence the whole
experience. The systems include people, products, processes,
places, and performance.
RELATIONSHIPS
People — Technology — Processes
How is designing a service different than designing a product?
Front stage / backstage Designing a product is often designing a single thing
Designing multiple touchpoints & understanding the human and non-human actors in a system
Platforms that consist of business processes, technical processes, interfaces
Touchpoints
A single point of interaction between the customer and the service People, products, processes, places, and performance
Frontstage
The part of your service that the client can see and experience
Backstage
The part of your service that happens behind the scenes and is not visible to the customer
Quiz: Is Airbnb a product or service?
Touchpoints
Application Host-to-Guest
Quiz: Is Spotify a product or service?
Touchpoints
Application
A good service is…
choreographed interactions
Deliverables
List assumptions Survey Contextual research Interviews Customer journey Prototype
