Tuesday, November 17, 2009

LEARNING LOG 5: Service Design

I found that all of the variables of service design interesting. I don't normally think about how many factors go into a "Service". All of the intangible elements and time related fluctuations that account for a service are things that one would not normally think about. 
How the environment itself also creates affordances is interesting. This seems to me to be a crucial element that is often overlooked. The easier, more simple, and using less thinking to navigate through the environment all play a part in how we view and use that space. Research and analyzing the space before deciding on the final design is important:

Taking photographs, video, mapping all play a role in this research. Looking at all of these elements as a whole are good indicators of what can be done with that service space.
Designers must look at all the "Touchpoints" to make informed decisions: 

. Physical locations

. Specific parts of locations

. Signage

. Objects

. Web sites

. Mailings (e-mail and regular)

. Spoken communication

. Printed communications (receipts, maps, tickets, and so on)

. Applications

. Machinery

. Customer service

. Partners

All of these elments can come into play - It seems that service design can be more varied and in depth than one might think off the bat.

Also, something else that stuck out to me was the role-playing that goes into designing a service; ie, acting out and putting yourself into the role of a customer can be very important in making decisions about how that service will function.

No comments:

Post a Comment