Service design at the time of a pandemic


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:

  1. Tools — physical or digital artefacts supporting the customer’s experience
  2. People eg. employees and clients
  3. 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.

UX service design process

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