digital media design ii service...

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

EXAMPLE

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