Service design is a methodology that unites research, strategy and design to create services that are “user-friendly, competitive and relevant” (Service Design Network).
Drawing on tools and knowledge from a range of disciplines including design, business, marketing, science and anthropology, the service design process starts from the ‘backend’ of the service experience; uncovering gaps and opportunities for improvement in an organisation’s people, resources, processes and culture.
Based on these insights, an ideal service and customer experience is mapped out, researched, validated and delivered.
As service designers aim to improve both the employee and customer experience, there is an emphasis on co-creation and adopting a user-centred, holistic approach to solving the problems identified, amongst other guiding principles.
To learn more, check out our blog posts and case studies of work we’ve done in this space.