Service design is an approach to innovating both private and public sector services that places the user at the heart of the development process. Service design is concerned with the customer experience and ensuring optimal interactions between the service provider and the service user through various ‘touch points’. Whether it is a small to medium-sized company (SME) or a local public authority, in developing new services, organisations can become preoccupied with the empirical data and develop services that are too far removed from the individual. The value of a service design approach is that it involves engaging the users directly in service development through action research, which provides a qualitative and human dimension to service development leading to increased desirability, usability and efficiency.
This SEE Policy Booklet seeks to answer some fundamental questions public officials may have about service design: What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools? Subsequently, the booklet presents case studies of service design in the private and public sectors to illustrate service design processes in practice.
Private sector case studies:
– Aggrelek, a Welsh manufacturing company, that developed a service offering around their core business
– Service design tools and methods to companies in the tourism sector in Lapland in Finland
Public sector case studies:
– The Municipality of Rijkevorsel in Flanders
– The London Borough of Barking and Dagenham Council
SEE is a network of 11 European partners sharing international best practice to accelerate the adoption of design into government mainstream practices, policy and programmes.
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
by Erin O’Loughlin – Photos: Naz Kazazoglu In Turin, you only need to tell your taxi driver “Take me to the skyscraper” to end up at the impressive Innovation Center of the Intesa Sanpaolo bank, rising in the heart of Turin, with a fine view of the Turin hills and the Italian alps. Here on […]
by Erin O’Loughlin Richard Thaler’s 2017 Nobel Economics Prize on Monday was met with more buzz around the offices of our design agency than is usual for economics news. What people outside of the industry probably don’t realize is that service designers don’t think of Richard Thaler as an economist — instead, we consider him one of […]
Torino Design of the City is nearly here! Experientia will of course be part of this exciting week (10-16 October) of events, meetings, workshops, exhibitions and guided tours about design, and we warmly invite you to join us. The event is organised by the City of Turin and will take place in strategic city locations […]
(This page will be regularly updated to reflect minor programme changes) To Innovate through Service Design – Conference for Torino Design of the City From 10 to 16 October, the City of Turin will host Torino Design of the City. This week of events, meetings, workshops, exhibitions and guided tours about design will take place in […]
Reposted from Medium Beyond the engineering challenge of creating cars that drive themselves lies the social challenge. Before autonomous cars are ready to navigate our roads, they must be able to navigate the vastly more complicated nuances of human behaviors and interactions — from that friendly nod that says “You first” at a four-way stop, to the […]
Ripostato da Medium – English version Il mondo del fashion sta diventando sempre di più digitale — e non si tratta solo di dispositivi da indossare, ma anche e soprattutto di abbigliamento, realizzato con tessuti in cui sono effettivamente integrati dei sensori in grado di misurare e monitorare il corpo di chi li veste. Dato che la […]