Service design
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Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the
service provider A service provider (SP) is an organization that provides services, such as consulting, legal, real estate, communications, storage, and processing services, to other organizations. Although a service provider can be a sub-unit of the organization t ...
and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely. The purpose of service design methodologies is to establish the most effective practices for designing services, according to both the needs of users and the competencies and capabilities of service providers. If a successful method of service design is adapted then the service will be user-friendly and relevant to the users, while being sustainable and competitive for the service provider. For this purpose, service design uses methods and tools derived from different disciplines, ranging from
ethnography Ethnography (from Greek ''ethnos'' "folk, people, nation" and ''grapho'' "I write") is a branch of anthropology and the systematic study of individual cultures. Ethnography explores cultural phenomena from the point of view of the subject o ...
to
information Information is an abstract concept that refers to that which has the power to inform. At the most fundamental level information pertains to the interpretation of that which may be sensed. Any natural process that is not completely random ...
and
management science Management science (or managerial science) is a wide and interdisciplinary study of solving complex problems and making strategic decisions as it pertains to institutions, corporations, governments and other types of organizational entities. It is ...
to
interaction design Interaction design, often abbreviated as IxD, is "the practice of designing interactive digital products, environments, systems, and services." Beyond the digital aspect, interaction design is also useful when creating physical (non-digital) produ ...
. Service design concepts and ideas are typically portrayed visually, using different representation techniques according to the culture, skill and level of understanding of the stakeholders involved in the service processes (Krucken and Meroni, 2006).


Definition

Service design practice is the specification and construction of processes which deliver valuable capacities for action to a particular user. Service design practice can be both tangible and intangible, and can involve artifacts or other elements such as communication, environment and behaviour. Several of the authors of service design theory including Pierre Eiglier, Richard Normann, Nicola Morelli, propose that services come to existence at the same moment they are both provided and ''used''. In contrast, products are created and "exist" before being purchased and used. While a designer can prescribe the exact configuration of a product, s/he cannot prescribe in the same way the result of the interaction between users and
service provider A service provider (SP) is an organization that provides services, such as consulting, legal, real estate, communications, storage, and processing services, to other organizations. Although a service provider can be a sub-unit of the organization t ...
s, nor can s/he prescribe the form and characteristics of any emotional value produced by the service. Consequently, service design is an activity that, among other things, suggests behavioural patterns or "scripts" for the actors interacting in the service. Understanding how these patterns interweave and support each other are important aspects of the character of design and service. This allows greater user freedom, and better provider adaptability to the users' needs.


History


Early service design and theory

Early contributions to service design were made by G. Lynn Shostack, a bank and marketing manager and consultant, in the form of written articles and books. The activity of designing a service was considered to be part of the domain of
marketing Marketing is the process of exploring, creating, and delivering value to meet the needs of a target market in terms of goods and services; potentially including selection of a target audience; selection of certain attributes or themes to emph ...
and
management Management (or managing) is the administration of an organization, whether it is a business, a nonprofit organization, or a government body. It is the art and science of managing resources of the business. Management includes the activities o ...
disciplines in the early years. For instance, in 1982 Shostack proposed the integration of the design of material components (products) and immaterial components (services). This design process, according to Shostack, can be documented and codified using a " service blueprint" to map the sequence of events in a service and its essential functions in an objective and explicit manner. A service blueprint is an extension of a user journey map, and this document specifies all the interactions a user has with an organisation throughout their user lifecycle. Servicescape is a model developed by B.H. Booms and Mary Jo Bitner to focus upon the impact of the physical environment in which a service process takes place and to explain the actions of people within the service environment, with a view to designing environments which accomplish organisational goals in terms of achieving desired responses.


Service design education and practice

In 1991, service design was first introduced as a design discipline by professors Michael Erlhoff and Brigit Mager at Köln International School of Design (KISD). In 2004, the Service Design Network was launched by
Köln International School of Design The Köln International School of Design (in short: KISD) is an institution of the Cologne University of Applied Sciences (''Technische Hochschule Köln'' or ''TH Köln'') and offers an interdisciplinary study program in the field of design. In 1 ...
,
Carnegie Mellon University Carnegie Mellon University (CMU) is a private research university in Pittsburgh, Pennsylvania. One of its predecessors was established in 1900 by Andrew Carnegie as the Carnegie Technical Schools; it became the Carnegie Institute of Technology ...
,
Linköpings Universitet Linköpings may refer to: *Linköpings ASS, Linköpings Allmänna Simsällskap is a Swedish swim team *Linköpings FC, an association football club *Linköpings FF, premier men's football team *Linköpings HC, Linköpings Hockey Club See also ...
,
Politecnico di Milano The Polytechnic University of Milan () is the largest technical university in Italy, with about 42,000 students. The university offers undergraduate, graduate and higher education courses in engineering, architecture and design. Founded in 18 ...
and
Domus Academy Domus Academy is a private school of design in Milan, Italy. It offers post-graduate and professional courses in fashion, industrial design, and design management. It is not listed by the Ministero dell'Istruzione, dell'Università e della Rice ...
in order to create an international network for service design academics and professionals. In 2001, Livework, the first service design and innovation consultancy, opened for business in London. In 2003, Engine, initially founded in 2000 in London as an ideation company, positioned themselves as a service design consultancy.


Service design principles

The 2018 book, ''This Is Service Design Doing: Applying Service Design Thinking in the Real World'', by Adam Lawrence, Jakob Schneider, Marc Stickdorn, and Markus Edgar Hormess, proposes six service design principles: #Human-centred: Consider the experience of all the people affected by the service. #Collaborative: Stakeholders of various backgrounds and functions should be actively engaged in the service design process. #Iterative: Service design is an exploratory, adaptive, and experimental approach, iterating toward implementation. #Sequential: The service should be visualized and orchestrated as a sequence of interrelated actions. #Real: Needs should be researched in reality, ideas prototyped in reality, and intangible values evidenced as physical or digital reality. #Holistic: Services should sustainably address the needs of all stakeholders through the entire service and across the business. In the 2011 book, ''This is Service Design Thinking: Basics, Tools, Cases'', the first principle is “ user-centred”. "User" refers to any user of the service system, including customers and employees. Thus, the authors revised “user-centred” to “ human-centred” in their new book, ''This is service design doing'', to clarify that 'human' includes service providers, customers, and all others relevant stakeholders. For instance, service design must consider not only the
customer experience Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described th ...
, but also the interests of all relevant people in retailing. “Collaborative” and “iterative” come from the principle “ co-creative” in ''this is service design thinking''. The service exists with the participation of users, and is created by a group of people from different backgrounds. In most cases, people tend to focus only on the meaning of “collaborative”, stressing the co-operative and interdisciplinary nature of service design, but ignored the caveat that a service only exists with the participation of a user. Therefore, in the definition of new service design principles, the "co-creative" is divided into two principles of "collaborative" and "iterative". "Collaboration" is used to indicate the process of creation by the entire stakeholders from different backgrounds. "Iteration" is used to describe service design is an iterating process keeping evolve to adapt the change of business posture. “Sequential” means that services need to be logically, rhythmically and visually displayed. Service design is a dynamic process over a period of time. The timeline is important for users in the service system. For example, when a customer shops at an online website, the first information showed up should be the regions where the products can be delivered. In this way, if the customer finds that the products cannot be delivered to their region, they will not continually browse the products on the website. Service is often invisible and occurs in a state that the user cannot perceive. “Real” means that the intangible service needs to be displayed in a tangible way. For example, when people order food in a restaurant, they can't perceive the various attributes of the food. If we play the cultivation and picking process of vegetables in the restaurant, people can perceive the intangible services in the backstage, such as the cultivation of organic vegetables, and get a quality service experience. This service also helps the restaurant establish a natural and organic brand image to customers. Thinking in a holistic way is the cornerstone of service design. Holistic thinking needs to consider both intangible and tangible service, and ensure that every moment the user interacts with the service, such moments known as touchpoints, is considered and optimised. Holistic thinking also needs to understand that users have multiple logics to complete an experience process. Thus, a service designer should think about each aspect from different perspectives to ensure that no needs are left unattended-to.


Methodology

Together with the most traditional methods used for product design, service design requires methods and tools to control new elements of the design process, such as the time and the interaction between actors. An overview of the methodologies for designing services is proposed by Nicola Morelli in 2006, who proposes three main directions: * Identification of the actors involved in the definition of the service by means of appropriate analytical tools * Definition of possible service scenarios, verifying use cases, and sequences of actions and actors’ roles in order to define the requirements for the service and its logical and organisational structure * Representation of the service by means of techniques that illustrate all the components of the service, including physical elements, interactions, logical links and temporal sequences Analytical tools refer to
anthropology Anthropology is the scientific study of humanity, concerned with human behavior, human biology, cultures, societies, and linguistics, in both the present and past, including past human species. Social anthropology studies patterns of behavi ...
, social studies,
ethnography Ethnography (from Greek ''ethnos'' "folk, people, nation" and ''grapho'' "I write") is a branch of anthropology and the systematic study of individual cultures. Ethnography explores cultural phenomena from the point of view of the subject o ...
and
social construction of technology Social construction of technology (SCOT) is a theory within the field of science and technology studies. Advocates of SCOT—that is, social constructivists—argue that technology does not determine human action, but that rather, human action ...
. Appropriate elaborations of those tools have been proposed with video-ethnography and different observation techniques to gather data about users’ actions. Other methods, such as cultural probes, have been developed in the design discipline, which aim to capture information on users in their context of use (Gaver, Dunne et al. 1999; Lindsay and Rocchi 2003). Design tools aim at producing a
blueprint A blueprint is a reproduction of a technical drawing or engineering drawing using a contact print process on light-sensitive sheets. Introduced by Sir John Herschel in 1842, the process allowed rapid and accurate production of an unlimited number ...
of the service, which describes the nature and characteristics of the interaction in the service. Design tools include service scenarios (which describe the interaction) and use cases (which illustrate the detail of time sequences in a service encounter). Both techniques are already used in
software Software is a set of computer programs and associated documentation and data. This is in contrast to hardware, from which the system is built and which actually performs the work. At the lowest programming level, executable code consists ...
and systems engineering to capture the
functional requirements In software engineering and systems engineering, a functional requirement defines a function of a system or its component, where a function is described as a specification of behavior between inputs and outputs. Functional requirements may invol ...
of a system. However, when used in service design, they have been adequately adapted to include more information concerning material and immaterial components of a service, as well as time sequences and physical flows. Crowdsourced information has been shown to be highly beneficial in providing such information for service design purposes, particularly when the information has either a very low or very high monetary value. Other techniques, such as
IDEF0 IDEF0, a compound acronym ("Icam DEFinition for Function Modeling", where ICAM is an acronym for "Integrated Computer Aided Manufacturing"), is a function modeling methodology for describing manufacturing functions, which offers a functional model ...
, just in time and total quality management are used to produce functional models of the
service system A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. "Service system" is a term used in the serv ...
and to control its processes. However, it is important to note that such tools may prove too rigid to describe services in which users are supposed to have an active role, because of the high level of uncertainty related to the user's behaviour. Because of the need for communication between inner mechanisms of services and actors (such as final users), representation techniques are critical in service design. For this reason,
storyboards A storyboard is a graphic organizer that consists of illustrations or images displayed in sequence for the purpose of pre-visualizing a motion picture, animation, motion graphic or interactive media sequence. The storyboarding process, in th ...
are often used to illustrate the interaction of the
front office The front office is the part of a company that comes in contact with clients, such as the marketing, sales, and service departments. The term has more specific meaning in different industries. Types General offices The function of front office ...
. Other representation techniques have been used to illustrate the system of interactions or a "platform" in a service (Manzini, Collina et al. 2004). Recently, video sketching (Jegou 2009, Keitsch et al. 2010) and prototypes (Blomkvist 2014) have also been used to produce quick and effective tools to stimulate users' participation in the development of the service and their involvement in the value production process.


Public sector service design

Public sector service design is associated with
civic technology Civic technology, or civic tech, enhances the relationship between the people and government with software for communications, decision-making, service delivery, and political process. It includes information and communications technology supportin ...
,
open government Open government is the governing doctrine which sustain that citizens have the right to access the documents and proceedings of the government to allow for effective public oversight. In its broadest construction, it opposes reason of state and ...
,
e-government E-government (short for electronic government) is the use of technological communications devices, such as computers and the Internet, to provide public services to citizens and other persons in a country or region. E-government offers new ...
, and can constitute either government-led or citizen-led initiatives. The
public sector The public sector, also called the state sector, is the part of the economy composed of both public services and public enterprises. Public sectors include the public goods and governmental services such as the military, law enforcement, infra ...
is the part of the economy composed of
public service A public service is any service intended to address specific needs pertaining to the aggregate members of a community. Public services are available to people within a government jurisdiction as provided directly through public sector agencies ...
s and
public enterprise A state-owned enterprise (SOE) is a government entity which is established or nationalised by the ''national government'' or ''provincial government'' by an executive order or an act of legislation in order to earn profit for the government ...
s. Public services include public goods and governmental services such as the
military A military, also known collectively as armed forces, is a heavily armed, highly organized force primarily intended for warfare. It is typically authorized and maintained by a sovereign state, with its members identifiable by their distinct ...
,
police The police are a constituted body of persons empowered by a state, with the aim to enforce the law, to ensure the safety, health and possessions of citizens, and to prevent crime and civil disorder. Their lawful powers include arrest and t ...
,
infrastructure Infrastructure is the set of facilities and systems that serve a country, city, or other area, and encompasses the services and facilities necessary for its economy, households and firms to function. Infrastructure is composed of public and priv ...
(
public road A highway is any public or private road or other public way on land. It is used for major roads, but also includes other public roads and public tracks. In some areas of the United States, it is used as an equivalent term to controlled-access ...
s,
bridge A bridge is a structure built to span a physical obstacle (such as a body of water, valley, road, or rail) without blocking the way underneath. It is constructed for the purpose of providing passage over the obstacle, which is usually somethi ...
s,
tunnel A tunnel is an underground passageway, dug through surrounding soil, earth or rock, and enclosed except for the entrance and exit, commonly at each end. A pipeline is not a tunnel, though some recent tunnels have used immersed tube cons ...
s,
water supply Water supply is the provision of water by public utilities, commercial organisations, community endeavors or by individuals, usually via a system of pumps and pipes. Public water supply systems are crucial to properly functioning societies. Thes ...
, sewers,
electrical grid An electrical grid is an interconnected network for electricity delivery from producers to consumers. Electrical grids vary in size and can cover whole countries or continents. It consists of:Kaplan, S. M. (2009). Smart Grid. Electrical Power ...
s,
telecommunication Telecommunication is the transmission of information by various types of technologies over wire, radio, optical, or other electromagnetic systems. It has its origin in the desire of humans for communication over a distance greater than that fe ...
s, etc.),
public transit Public transport (also known as public transportation, public transit, mass transit, or simply transit) is a system of transport for passengers by group travel systems available for use by the general public unlike private transport, typical ...
,
public education State schools (in England, Wales, Australia and New Zealand) or public schools (Scottish English and North American English) are generally primary or secondary schools that educate all students without charge. They are funded in whole or in pa ...
, along with
health care Health care or healthcare is the improvement of health via the prevention, diagnosis, treatment, amelioration or cure of disease, illness, injury, and other physical and mental impairments in people. Health care is delivered by health profe ...
and those working for the government itself, such as
elected officials An official is someone who holds an office (function or mandate, regardless whether it carries an actual working space with it) in an organization or government and participates in the exercise of authority, (either their own or that of their su ...
. Due to new investments in hospitals, schools, cultural institutions and security infrastructures in the last few years, the
public sector The public sector, also called the state sector, is the part of the economy composed of both public services and public enterprises. Public sectors include the public goods and governmental services such as the military, law enforcement, infra ...
has expanded in many countries. The number of jobs in public services has also grown; such growth can be associated with the large and rapid social change that is in itself a trigger for fresh design. In this context, some governments are considering service design as a means to bring about better-designed public services.


Denmark

In 2002, MindLab, an innovation public sector service design group was established by the Danish ministries of Business and Growth, Employment, and Children and Education. MindLab was the one of the world's first public sector design innovation labs and their work inspired the proliferation of similar labs and user-centred design methodologies deployed in many countries worldwide. The design methods used at MindLab are typically an iterative approach of
prototyping A prototype is an early sample, model, or release of a product built to test a concept or process. It is a term used in a variety of contexts, including semantics, design, electronics, and software programming. A prototype is generally used to ...
and testing, to evolve not just their government projects, but also the government's organisational structure using ethnographic-inspired user research, creative ideation processes, and visualisation and modelling of service prototypes. In Denmark, design within the public sector has been applied to a variety of projects including rethinking Copenhagen's waste management, improving social interactions between convicts and guards in Danish prisons, transforming services in
Odense Odense ( , , ) is the third largest city in Denmark (behind Copenhagen and Aarhus) and the largest city on the island of Funen. As of 1 January 2022, the city proper had a population of 180,863 while Odense Municipality had a population of 20 ...
for mentally disabled adults and more.


United Kingdom

In 2007 and 2008 documents from the British government explore the concept of "user-driven public services" and scenarios of highly personalised public services. The documents proposed a new view on the role of service providers and users in the development of new and highly customised public services, employing user involvement methods. While this approach has been explored through an early initiative in the UK, the possibilities of service design for the public sector are also being researched, picked up, and promoted in European Union countries including Belgium. The Behavioural Insights Team (BIT) were originally established under the auspices of the Cabinet Office in 2010, in order to apply
nudge theory Nudge theory is a concept in behavioral economics, decision making, behavioral policy, social psychology, consumer behavior, and related behavioral sciences that proposes adaptive designs of the decision environment (choice architecture) as wa ...
to try to improve UK government policy interventions and save money. In 2014 BIT was 'spun-out' to become a company allied to
Nesta (charity) Nesta (formerly NESTA, National Endowment for Science, Technology and the Arts) is an innovation foundation based in the UK. The organisation acts through a combination of programmes, investment, policy and research, and the formation of part ...
, BIT employees and the UK government each owning a third of this new business. That same year a Nudge unit was added to the United States government under President Obama, referred to as the ‘US Nudge Unit,’ working within the
White House Office of Science and Technology Policy White is the lightest color and is achromatic (having no hue). It is the color of objects such as snow, chalk, and milk, and is the opposite of black. White objects fully reflect and scatter all the visible wavelengths of light. White on ...
.


New Zealand

In recent years New Zealand has seen a significant increase in the use of Service Design approaches and methods applied to challenges faced by the public sector. One instance of service design approaches being applied is with the Family 100 project which focused on the experiences of families living in urban poverty in Auckland. A report
Speaking for Ourselves
and a companion empathy tool
Demonstrating the complexities of being poor
' were released in July 2014. The report and empathy tool were released as the result of a collective service design effort by the
Auckland Council Auckland Council ( mi, Te Kaunihera o Tāmaki Makaurau) is the local government council for the Auckland Region in New Zealand. It is a territorial authority that has the responsibilities, duties and powers of a regional council and so is ...
, Auckland City Mission, ThinkPlace (a Service Design consultancy) as well as researchers from Waikato University, Massey University, and the University of Auckland. Since its release the report has seen extensive use and has assisted in both the engagement of stakeholders as well as the development of public services focussed on achieving better outcomes for those experiencing urban poverty.


Private sector service design

Real-world service design work can be experienced as new and useful approaches as well as entail some challenges in practice, as identified in field research (see e.g. Jevnaker et al., 2015). A practical example of service
design thinking Design thinking refers to the set of Cognition, cognitive, strategic and practical procedures used by designers in the process of Design, designing, and to the body of knowledge that has been developed about how people reason when engaging with des ...
can be found at the Myyrmanni shopping mall in
Vantaa Vantaa (; sv, Vanda, ) is a city and Municipalities of Finland, municipality in Finland. It is part of the inner core of the Greater Helsinki, Finnish Capital Region along with Helsinki, Espoo, and Kauniainen. With a population of (), Vantaa i ...
, Finland. The management attempted to improve the customer flow to the second floor as there were queues at the landscape lifts and the KONE steel car lifts were ignored. To improve customer flow to the second floor of the mall (2010) Kone Lifts implemented their 'People Flow' Service Design Thinking by turning the elevators into a Hall of Fame for the 'Incredibles' comic strip characters. Making their elevators more attractive to the public solved the people flow problem. This case of service design thinking by Kone Elevator Company is used in literature as an example of extending products into services.


Service Design in different industries


Health care

Clinical service redesign is an approach to improving quality and productivity in health. A redesign is ideally clinically-led and involves all stakeholders (e.g. primary and secondary care clinicians, senior management, patients, commissioners etc.) to ensure national and local clinical standards are set and communicated across the care settings. By following the patient's journey or pathway, the team can focus on improving both the patient experience and the outcomes of care.


See also


Related design roles

* Chief experience officer *
Customer service Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...
* Enterprise architecture *
Facilitator A facilitator is a person who helps a group of people to work together better, understand their common objectives, and plan how to achieve these objectives, during meetings or discussions. In doing so, the facilitator remains "neutral", meaning t ...
(Design facilitation) *
User experience design User experience design (UX design, UXD, UED, or XD) is the process of defining the experience a user would go through when interacting with a digital product or website. Design decisions in UX design are often driven by research, data analysis, an ...
* User research *
Industrial design Industrial design is a process of design applied to physical Product (business), products that are to be manufactured by mass production. It is the creative act of determining and defining a product's form and features, which takes place in advan ...
*
Interaction design Interaction design, often abbreviated as IxD, is "the practice of designing interactive digital products, environments, systems, and services." Beyond the digital aspect, interaction design is also useful when creating physical (non-digital) produ ...
*
Experience design User experience design (UX design, UXD, UED, or XD) is the process of defining the experience a user would go through when interacting with a digital product or website. Design decisions in UX design are often driven by research, data analysis, an ...
*
Design thinking Design thinking refers to the set of Cognition, cognitive, strategic and practical procedures used by designers in the process of Design, designing, and to the body of knowledge that has been developed about how people reason when engaging with des ...
*
Design research Design research was originally constituted as primarily research into the process of design, developing from work in design methods, but the concept has been expanded to include research embedded within the process of design, including work concer ...
* Codesign *
Human-centered design Human-centered design (HCD, also human-centred design, as used in ISO standards) is an approach to problem-solving commonly used in process, product, service and system design, management, and engineering frameworks that develops solutions to p ...
*
User-centered design User-centered design (UCD) or user-driven development (UDD) is a framework of process (not restricted to interfaces or technologies) in which usability goals, user characteristics, environment, tasks and workflow of a product, service or proce ...
* Strategic design *
Social design Social design is the application of design methodologies in order to tackle complex human issues, placing the social issues as the priority. Historically social design has been mindful of the designer's role and responsibility in society, and of th ...
*
Design A design is a plan or specification for the construction of an object or system or for the implementation of an activity or process or the result of that plan or specification in the form of a prototype, product, or process. The verb ''to design'' ...
(Design disciplines) *
Designer A designer is a person who plans the form or structure of something before it is made, by preparing drawings or plans. In practice, anyone who creates tangible or intangible objects, products, processes, laws, games, graphics, services, or exp ...
(Design professions) *
Graphic Design Graphic design is a profession, academic discipline and applied art whose activity consists in projecting visual communications intended to transmit specific messages to social groups, with specific objectives. Graphic design is an interdiscipli ...
* Visual Communication *
Data Visualization Data and information visualization (data viz or info viz) is an interdisciplinary field that deals with the graphic representation of data and information. It is a particularly efficient way of communicating when the data or information is num ...
*
Information Visualization Information is an abstract concept that refers to that which has the power to inform. At the most fundamental level information pertains to the interpretation of that which may be sensed. Any natural process that is not completely random, ...
*
Concept design Concept art is a form of visual art used to convey an idea for use in films, video games, animation, comic books A comic book, also called comicbook, comic magazine or (in the United Kingdom and Ireland) simply comic, is a publication that ...
*
Concept art Concept art is a form of visual art used to convey an idea for use in films, video games, animation, comic books, or other media before it is put into the final product. Concept art usually refers to world-building artwork used to inspire the ...
*
Spatial design Spatial design is a relatively new conceptual design discipline that crosses the boundaries of traditional design specialisms such as architecture, landscape architecture, landscape design, interior design, urban design and service design as well as ...


Related economics

*
Service (economics) A service is an "(intangible) act or use for which a consumer, firm, or government is willing to pay." Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on. Public services are those that so ...
*
Service economy Service economy can refer to one or both of two recent economic developments: * The increased importance of the service sector in industrialized economies. The current list of Fortune 500 companies contains more service companies and fewer ma ...
*
Circular economy A circular economy (also referred to as circularity and CE) is a model of production and consumption, which involves sharing, leasing, reusing, repairing, refurbishing and recycling existing materials and products as long as possible. CE aims ...


Related business and practices

*
Product service system Product-service systems (PSS) are business models that provide for cohesive delivery of products and services. PSS models are emerging as a means to enable collaborative consumption of both products and services, with the aim of pro-environmental ...
*
Service management Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service- ...
*
Service recovery Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action a service provider takes in response to service failure. By including customer satisfaction ...
*
Service science, management and engineering Service science, management, and engineering (SSME) is a term introduced by IBM to describe an interdisciplinary approach to the study and innovation of service systems. More precisely, SSME has been defined as the application of science, managem ...
*
Services marketing Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketin ...
* Servicescapes *
Co-creation Co-creation, in the context of a business, refers to a product or service design process in which input from consumers plays a central role from beginning to end. Less specifically, the term is also used for any way in which a business allows consu ...
*
Service-dominant logic Service-dominant (S-D) logic, in behavioral economics, is an alternative theoretical framework for explaining value creation, through exchange, among configurations of actors. It is a dominant logic. The underlying idea of S-D logic is that huma ...
*
Systems thinking Systems thinking is a way of making sense of the complexity of the world by looking at it in terms of wholes and relationships rather than by splitting it down into its parts. It has been used as a way of exploring and developing effective actio ...
*
Sustainability Specific definitions of sustainability are difficult to agree on and have varied in the literature and over time. The concept of sustainability can be used to guide decisions at the global, national, and individual levels (e.g. sustainable livi ...
*
Management Management (or managing) is the administration of an organization, whether it is a business, a nonprofit organization, or a government body. It is the art and science of managing resources of the business. Management includes the activities o ...
*
Leadership Leadership, both as a research area and as a practical skill, encompasses the ability of an individual, group or organization to "lead", influence or guide other individuals, teams, or entire organizations. The word "leadership" often gets view ...
*
Business strategy In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's managers on behalf of stakeholders, based on consideration of resources and an assessmen ...
* Operations management *
Engineering Engineering is the use of scientific method, scientific principles to design and build machines, structures, and other items, including bridges, tunnels, roads, vehicles, and buildings. The discipline of engineering encompasses a broad rang ...
*
Technology Technology is the application of knowledge to reach practical goals in a specifiable and reproducible way. The word ''technology'' may also mean the product of such an endeavor. The use of technology is widely prevalent in medicine, science, ...
*
Science Science is a systematic endeavor that builds and organizes knowledge in the form of testable explanations and predictions about the universe. Science may be as old as the human species, and some of the earliest archeological evidence for ...
*
Strategic management In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's managers on behalf of stakeholders, based on consideration of Resource management, resour ...
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Humanities Humanities are academic disciplines that study aspects of human society and culture. In the Renaissance, the term contrasted with divinity and referred to what is now called classics, the main area of secular study in universities at the t ...
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Anthropology Anthropology is the scientific study of humanity, concerned with human behavior, human biology, cultures, societies, and linguistics, in both the present and past, including past human species. Social anthropology studies patterns of behavi ...
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Sociology Sociology is a social science that focuses on society, human social behavior, patterns of Interpersonal ties, social relationships, social interaction, and aspects of culture associated with everyday life. It uses various methods of Empirical ...
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Psychology Psychology is the scientific study of mind and behavior. Psychology includes the study of conscious and unconscious phenomena, including feelings and thoughts. It is an academic discipline of immense scope, crossing the boundaries betwe ...
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Philosophy Philosophy (from , ) is the systematized study of general and fundamental questions, such as those about existence, reason, knowledge, values, mind, and language. Such questions are often posed as problems to be studied or resolved. Some ...
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Information technology Information technology (IT) is the use of computers to create, process, store, retrieve, and exchange all kinds of data . and information. IT forms part of information and communications technology (ICT). An information technology system (I ...
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Innovation management Innovation management is a combination of the management of innovation processes, and change management. It refers to product, business process, marketing and organizational innovation. Innovation management is the subject of ISO 56000 (formerly ...


References


Further reading

*Bechmann, Søren (2010): "Servicedesign", Gyldendal Akademisk. *Curedale, Robert Service Design Process & Methods 3rd Edition, Design Community College Inc.,2018. *Gaver B., Dunne T., Pacenti E., (1999). "Design: Cultural Probes." Interaction 6(1): 21–29. *Hollins, G., Hollins, Bill (1991). Total Design : Managing the design process in the service sector. London, Pitman. *Jegou, F. 2009. Co-design Approaches for Early Phases of Augmented Environments. In: LALOU, S. (ed.) Designing User Friendly Augmented Work Environments: From Meeting Rooms to Digital Collaborative Spaces, Computer Supported Cooperative Work. London: Springer. *Krucken, L. & Meroni, A. 2006. "Building Stakeholder Networks to Develop and Deliver Product-Service-Systems: Practical Experiences on Elaborating Pro-Active Materials for Communication". Journal of Cleaner Production, vol 14 (17) *Løvlie, L., Polaine, A., Reason, B. (2013). Service Design: From Insight to Implementation. New York: Rosenfeld Media. . *Moritz, S. (2005)
Service Design: Practical access to an evolving field
London. *Normann, R. and R. Ramirez (1994). Designing Interactive Strategy. From Value Chain to Value Constellation. New York, John Wiley and Sons. *Ramaswamy, R. (1996). Design and management of service processes. Reading, Mass., Addison–Wesley Pub. Co. {{DEFAULTSORT:Service Design Design IT service management Innovation Services marketing