As one of the first to specialize in service design, I had to quickly learn what service design is and how it is applied. Therefore, I am writing this blog to document what I have learned about the process, and to help others in the same position answer the questions I started with: What is service design?
Service design involves understanding the experiences of users, employees and anyone else who may be affected by the service process and ensuring that the process adapts to each person’s needs and requirements. Therefore, Service design is an important tool for improving an organization’s processes and operations so that they can optimize the customer’s journey.
Performing a service design in an existing or new process can take varying amounts of time – typically, the process of aligning a business process with the needs of customers and employees can take anywhere between 2 to 6 weeks. It often depends on the client but this time around can indicate that something is not working. It is best to complete a service design during this time because it allows the service designer to review the ‘as is’ service and gather information from everyone involved about how they view the current process.
A service designer will start their work by conducting desk research. It involves getting a feeling for talking to clients and their employees How they see the current process and what does not work for them. Following this, a service designer will move the user towards research, where they will notice Users of the current process can understand the experience and what pain they may be experiencing. To a service designer, it’s like putting the last few parts of a puzzle together. Once this research is completed, a service designer will assemble the pieces and finish with a final product that will reveal to them what changes or modifications can be made to make the process work best for everyone involved.
Therefore, the research conducted by a service designer around the current process and the experiences of those who interact with it is the key to delivering a result that is pleasing to both the user and the employee. To obtain this information, A service designer will conduct both qualitative and quantitative research. Qualitative research involves conducting interviews, conducting workshops, or simply observing how the current process works. This type of research service allows the designer to collect in-depth data that may be able to explain facts in more detail than statistics. However, this does not mean that collecting and viewing statistics is not important.
This is why service designers will also conduct quantitative research. This type of study may involve sending survey and response forms to collect numerical data that can be analyzed. Using qualitative and quantitative data in parallel allows a service designer to understand the information about how a process is performed and the opinions of those affected by it, thus allowing the service designer to propose a solution.
So, there is a role for our service design. What else would you add and do you agree with what we discussed? Feel free to contact us on Twitter UsBusinessAHub