In this class, we learnt about Service Design Fundamentals. We will be learning about what is a service, service design and its methods.
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💡 A service is something that helps someone to do something.
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UX design covers the digital interactions that the user has, whereas service design thinks about all of the digital and physical interactions that the user has in the process of getting a task done. UX design is one of the many touch points that the user will have with the product, and this is part of a more holistic and orchestrated process. Service design is important to ensure that the whole user journey is consistent and a better experience.
A service blueprint allows us to look at the customer journey and the business journey, combining them into one. Touch points are how the customer interacts with the business, which may be signage, a staff member, a card machine, or a digital product. Front stage are what directly interacts with the user, whereas backstage is what is unseen to the user but essential for the service. A service blueprint helps us identify the touch points that are causing pain points, and how we can find a solution to solve it.