17 October 2011

Service design, the most important term you haven’t heard of

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Service design
James Rock, the managing director and chief business designer for Cultivar Consulting Limited, a business and services design consultancy, talks about service design, its benefits and why it’s important for your business.

“Service design is a relatively new discipline that asks some fundamental questions: What should the customer experience be like? What should the employee experience be like? How does a company remain true to its brand, to its core business assets and stay relevant to customers? It has grown as our economies have moved from being primarily manufacturing based to service based, and as our world becomes increasingly complex, networked, and interconnected via technology. It uses design methodologies, but applies new, heuristic design tools to develop service models that delight both users and employees who deliver services. A service designer isn’t just rational and analytical, but uses creative insight and inspiration to help organizations develop innovative services.”

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(via InfoDesign)

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