Service Design: the practice of planning and organizing an ecosystem of channels and interactions to deliver a seamless and fulfilling experience to users.
While interest in design and design thinking has exploded in the last decade, service design remains a relatively new phenomenon. Despite this, service design is starting to gain traction as both a strategic priority, and a proven tool inside some of the world’s leading brands, as companies identify the need to truly understand the customer or user. This signifies a shift in the way traditional brands are operating. Organizations are beginning to turn their attention to an often neglected piece of their operations: maintaining and sustaining customer relationships. It is certainly not business as usual.
In this talk, we’ll draw on learnings from client case studies, basic service design theory, and a few tip and tricks we’ve learned along the way in order to introduce you to the practice of service design.
Associate, Service Design, Bridgeable
Senior Associate, Service Design, Bridgeable