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Service Design is a well established, yet often misunderstood discipline that focuses on the development of solutions with consideration to all channels and touchpoints from both a user and organisational perspective. It’s a growing industry, and now that we can clearly see the value of a better designed service the industry will continue to accelerate. Many companies are going through a shift from being a product-led organisation to a service-led one, and the benefit of this shift is often increased customer loyalty, and the customers are also willing to pay more.
Service design is a method of designing experiences that reach people through many different touchpoints, and that happens over time. Services are holistic and complex, but we strive to make it simple, useful and delightful. Understanding the methodology of service design can help you to create better services for your users (meaning everyone involved in the service ecosystem). In this workshop we’ll have a close look at some of the key tools that we use in the service design process in order to understand what people need and how to translate that into meaningful insights for the business, and essentially into a service.
It would be helpful to have a basic understanding of human centred design principles, and read up on anything by IDEO, The Service Design Network, or the Design Council.
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