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 is a really useful tool that helps us understand both what the customer experiences and what’s happening behind the scenes in the business at the same time. It brings together the customer journey—everything the customer sees and does—and the business journey, which includes all the internal processes that make that experience possible. One of the most important parts of a service blueprint is identifying touchpoints. These are the moments where the customer interacts with the business, and they can take many forms—like reading a sign, speaking to a staff member, using a card machine, or engaging with a website or app.
Another key part of the blueprint is breaking things down into the front stage and backstage. The front stage includes everything the customer directly interacts with, while the backstage includes all the behind-the-scenes work that customers never see but that’s essential to making the service run smoothly—like system processes, staff coordination, or backend tech support.
By laying all of this out in one clear map, a service blueprint helps us spot where things might be going wrong—those frustrating moments or pain points in the customer experience. Once we know where those are happening, we can start thinking about ways to fix them and improve the overall service.