Service Design
From the interface to the total user experience
Service Design evolved from the concept of user experience. In the early days of Human Computer-Interaction (HCI) and User Centered Design (UCD), designers were concerned with users and usability: Is the system efficient? Is the user satisfied with it, in a particular context of use? Is the interface too cluttered?
From these purely ergonomic concerns, a new concept emerged: user experience. Instead of focusing on user interface alone, designers started to recognize the use of a website, a software application, etc. – as a whole “experience”. This implied addressing the user’s overall perception of the system and all perceived aspects of a product or a service.
Today, organizations, companies and governments interact with their customers. This is where service design comes in. Going beyond the experience of a single product or service, the main objective is to create consistency - between every touchpoint and every service, ultimately offering the customer a unique cross-channel experience throughout the brand.
In addition to taking into account all aspects of customer interactions, it is important to provide each customer an experience adapted to their needs and expectations. That’s why service design starts with ethnographic studies. In order to better serve your customers, you have to know them well.
Contact us now to find out how service design can give your customer a global experience they’ll remember.
