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What Service Design Means
Service Design refers to the activity of planning infrastructure, people, communication, and the physical components of a service with the aim of improving its quality as well as the interactions between users and the service vendor. Service design is user-centered. Therefore, a service design method is said to have been successful if it is user-friendly.
Like customer experience, service design is focused on optimizing a company’s operations to improve customer journeys. Service design is often used either to create new services from scratch or make improvements to an existing service. Service designers conduct interviews to find out how users, customers, and the service vendor’s employees feel about the service.
Professors Brigit Mager and Michael Erlhoff at Köln International School of Design (KISD) were the very first people to talk about service design as a design discipline back in 1991. Today, it has been embraced widely and is seen to be just as central to the development process as product design. UX designers can expect to become even more involved in service design as more web products evolve into web services.
That said, it is important to note that service design is in no way a substitute for UX Design. Any service will typically have an array of user experiences, and each will have its own user interface.
The Four Pillars of Service Design
We have the right people with the right attitude, qualifications, and experience.
We employ repeatable processes to deliver great value every time.
We use technology as our primary delivery route helping you make better, data-based decisions.
Our policies and culture have created a safe place for our employees and encourage work-life balance.
Key Concepts in Service Design
At AVIO, we have numerous case studies where practicing service design resulted in improved service delivery. The following are five key concepts of successful service design:
These are systems and tools that provide business information to management. They support operations, processes, IT, and intelligence. What’s more, they manage data and move information, and produce data-based reports to improve business decision-making.
These reports describe service delivery in terms of the value they present to the customer. At AVIO, we leverage management information systems and tools to achieve higher levels of efficiency in our operations.
The term “Information Technology Architecture” refers to detailed descriptions of the information processing assets necessary to achieve business objectives, the data associated with them, and the rules that govern these assets.
Technology and management architectures and tools help in verifying that all deployed services and products are operating as expected. They include the process of designing computer networks and computer systems, as well as the development and deployment of IT infrastructure blueprints.
Well-defined processes are necessary if a company is to design and improve its service offerings. Companies create process models that help articulate the unique features of their process. They include customer journey maps and service blueprints, combining employee actions with customer experiences and support processes. Ultimately, processes help companies work in a more customer-oriented manner.
These are metrics and methods for the services, their components, processes, and architectures. They assess and optimize the quality of the service that customers receive. Every time an organization creates a new service, that solution must be checked against the features of existing services to figure out how it can be integrated into or interfaced with the system.
We are fanatically dedicated to knowing you, because the more deeply we understand you, the more concrete and the more accurate our common goal of your digital success becomes. Once we both clearly see where you're going, we work together to settle you into your digital niche and identify strategies for adapting you to it most advantageously. And for seamless continuity from strategy to execution, our strategic helping hand becomes a technical helping hand.
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AVIO’s award-winning team of certified professionals provides the expert consultation required to ensure your implementation accelerates your evolution.