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Design: Service Design

UXmatters has published 30 articles on the topic Service Design.

Top 3 Trending Articles on Service Design

  1. The Life in Between: A New Model of Customer Engagement for Life Insurance

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    March 18, 2019

    Several years ago, our financial advisor and good friend began talking to us about retirement planning, college savings for our infant daughter, and the importance of life insurance. He said, “It’s not cheap, but you need to do it.” He advised us on the company to choose, began the paperwork, and told us how to continue the application process. Of course, I didn’t look forward to taking on the cost or the administrivia of applying for life insurance. “You’ll need to answer questions about your income and health and have physicals,” our friend told us. Nevertheless, there was something oddly fulfilling about applying. Life insurance isn’t a fun topic or process, but it represented a milestone in our lives. With a family, I was ready to think about someone other than myself.

    The Emotional Side of Life Insurance

    The woman processing our application was perfectly nice and professional. Some of the questions she asked caused some anxiety and made me feel defensive—those about drinking and exercise. Others, I answered proudly—no smoking, good eating. However, I wasn’t prepared for one question: “Are your parents alive or deceased?” My dad had passed away a few months earlier. I felt my renowned ability to contain my emotions start to waiver. She expressed her sympathy and asked the reason. I answered, “pancreatic cancer,” and started crying, then apologized, saying it was still recent so I hadn’t gotten used to talking about it. She was very patient, then we continued with the questions. Read More

  2. Service Design: Chapter 6: Developing the Service Proposition

    March 18, 2013

    This is a sample chapter from the new Rosenfeld Media book Service Design: From Insights to Implementation. ©2013 Rosenfeld Media.

    If we are looking to improve an existing service, our blueprint has given us a pretty good overview of the component parts of the service and how these are experienced over time. If we are developing something entirely new, we may have less detail but some idea of people’s needs and what some of the key touchpoints might be. Before going further into the details and committing significant resources to the project, we need to develop the service proposition. Read More

  3. Socially Conscious Service Design

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    September 23, 2019

    Looking at nine packages from Amazon in my office, I realized that I wasn’t even sure I knew what was in them—and it was only a few days ago when I used my glorious Prime membership to place the orders—so I decided to open them. “Ah, yes, all things we need for our upcoming vacation.” Sunscreen, toothpaste, and travel toys and sticker books for my kids are just a few of the items I had ordered in the week leading up to our trip.

    So I began unpacking these items and moving them nearer to the suitcases I’d already started packing. Then, when I looked back and saw the carnage I’d left in my office—the boxes, scraps of tape, bubble wrap, and randomly inflated, plastic mini-pillows—I started adding this refuse to our recycling and trash bins. Read More

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