Service design, according to the Nielsen Norman Group, is the act of “designing, aligning, and optimizing an organization’s operations to support customer journeys”. All parts of a service need to be aligned and involves multiple touchpoints. To be successful at this there are 3 key components:
- Tools — physical or digital artefacts supporting the customer’s experience
- People eg. employees and clients
- Processes — the workflows required to meet customers’ expectations
Here is great (and very practical) post about UX service design in the time of pandemic, via Hazel Ho on Medium.