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Design: Service Design

UXmatters has published 32 articles on the topic Service Design.

Top 3 Trending Articles on Service Design

  1. Gaining Control Over Chaos: Designing the Emergency Service Experience

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    February 20, 2012

    I watched the water come into our finished basement during Hurricane Irene. I don’t believe it—not again, I thought, as my husband and I quickly prioritized which of our remaining belongings from the last flood, only 17 months earlier, we wanted to salvage as the water rushed in. Thirty minutes later, the water stopped rising at four feet—a foot higher than the last time. My husband cautiously turned off the circuit breakers and determined whether the water had reached the gas line. I was seven months pregnant, so could help only by asking our less-affected neighbors for some assistance. The following weeks were all too familiar: filing a claim with our insurance, calling remediation experts to dry out the basement, calling plumbers for quotes to replace the hot water heater and boiler, calling electricians to replace outlets—the list went on and on. Throughout this entire experience, all we wanted was to get our house and lives back to normal. 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. Exemplifying Service-Design Principles: A School’s Reopening Strategy

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    December 21, 2020

    In the spring of 2020, more than a billion children were out of school worldwide because of the COVID-19 pandemic. Many families, who were already adjusting to working remotely, scrambled to adapt to having their children at home as well. Parents had to learn to become teachers and technology experts, while also coping with a new work situation and local restrictions that changed their daily lives dramatically from what they’d known in the past.

    The impact on kids of not being in school was broad and varied. In some areas, virtual learning was simply not an option because of limited finances or access to technology and the Internet. For families in such circumstances, the educational setbacks were devastating. For other families, with parents who were accustomed to working from home, who have flexible schedules, and who have access to devices and the Internet, the situation was frustrating, but manageable. I’m lucky to be part of that group of families for whom the spring school shutdown didn’t have severe impacts. Read More

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