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Successful User Experience: Strategies and Roadmaps by Elizabeth Rosenzweig

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Chapter 12

Service Design

Abstract

This chapter argues that service design is UX by bringing UX design principles to the field of service design. One case study describes service design for a design conference and one discusses voting systems in terms of service design.

Keywords

Service

User journey

UX

The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.

Jeff Bezos

Service Design

Service design is an emerging field which began in the early 1990s, and shares many elements of UX. Service design is about creating a positive service experience for the person for whom the service is intended. It is similar to UX in many ways because it includes method and processes that will support the ...

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