service deisgn

Question 1

What is a service

Answer 1

intangible unlike normal daily products
requires the presence of a customer - inseparability
quality may vary time to time depending on situation and service participants

Question 2

What is Service Design

Answer 2

• making your service: deliver, useful, usable, efficient, effective and desirable
• helps innovate or improve existing services
• think about the choices of two coffee shops, the one you choose to go is because of service design

Question 3

Service Design Principles: User centred

Answer 3

customer participation is vital. Services are created through interaction between service provider and customer

• intended to meet user’s goal
• understanding of habit, culture, social context and motivation is crucial.

Question 4

Service Design Principles: Co-Creative

Answer 4

when designing all stakeholders are involved, very iterative
- multi-displinary teams

Question 5

Service Design Principles: It’s sequencing

Answer 5

Dynamic process which happens over a period of time

- service time is crucial when designing one

Question 6

Service Design Principles: Evidencing

Answer 6

service evidence need to be coherently designed according to the service inherent story

Question 7

Service Design Principles: Holistic

Answer 7

occurs in physical environment, needs consideration

Question 8

Interaction Design

Answer 8

services are series of interactions:

• interaction are centre stage of all stages - key element
• aim: create desirable interactions

Question 9

Main principles

Answer 9

• almost every product has a service linked
• challenges to produce hybrid products ( product + service)
• developing hybrid products means that both product concept and service are intangible

Question 10

Graphic Design

Answer 10

Two main tasks involved with Service design:

• information: making complex & abstract info accessible (Underground map)
• Branding: Establishes visual identity & familiarity in eyes of consumer

Question 11

Service Design tools

Answer 11

Insight (understanding the customer/ problem - storyboard & contextual mapping), Idea (ideation of service concepts), Prototyping ( modules) Delivery (service blueprint)

Question 12

Service blueprint

Answer 12

technical visualisation of Product service system (PSS).

• Maps user perspective (service touch points, interactions)
• Adds actions, process, tools and resources that are needed to implement the PSS

Question 13

advertising posters

Answer 13

promoting future services