Service design
Definition
Design for experiences that reach people through many different touch-points, and that happen over time.
(live|work studio ltd)
(noun)
1) ‘Set of instructions (specifications, drawings and schedules, etc.) necessary to construct an artifact or service.’
2) ‘Artifact or service itself.’
(verb)
‘Generation of information by which a required service or product can become a reality.’
(British Standard for Service Design: BS 7000 -3, BS 7000 -10, BS EN ISO 9000)
Service design can be both tangible and intangible. It can involve artefacts and other things including communication, environment and behaviours. Whichever form it takes it must be consistent, easy to use and have strategic alliance.
(Gillian Hollins, Bill Hollins, Total Design: Managing the Design Process in the Service Sector)
Links
www.service-design.de
Cologne International School of Design
The British Design Council - About: Service Design
live|work studio ltd
Service design stories and links
References
G Hollins and W Hollins, Total Design: Managing the design process in the service sector, Trans Atlantic Publications, 1991 (republished 2002 in its original form), ISBN 0273033387
Christian Gronroos, Service Management and Marketing: A customer relationship management approach, 2nd ed, John Wiley & Sons, 2000, ISBN 0471720348
J. Tidd & F. M. Hull (eds) Service Innovation. Organizational Responses to Technological Opportunities & Market Imperatives, Imperial College Press, 2003, ISBN 1860943675
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