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Concept
Service design
Summary
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely.
The purpose of service design methodologies is to establish the most effective practices for designing services, according to both the needs of users and the competencies and capabilities of service providers. If a successful method of service design is adapted then the service will be user-friendly and relevant to the users, while being sustainable and competitive for the service provider. For this purpose, service design uses methods and tools derived from different disciplines, ranging from ethnography to information and management science to interaction design.
Service design concepts and ideas are typically portrayed visually, using different representation techniques according to the culture, skill and level of understanding of the stakeholders involved in the service processes (Krucken and Meroni, 2006). With the advent of emerging technologies from the Fourth Industrial Revolution, the significance of Service Design has increased, as it is believed to facilitate a more feasible productization of these new technologies into the market.
Service design practice is the specification and construction of processes which deliver valuable capacities for action to a particular user. Service design practice can be both tangible and intangible, and can involve artifacts or other elements such as communication, environment and behaviour. Several of the authors of service design theory including Pierre Eiglier, Richard Normann, Nicola Morelli, propose that services come to existence at the same moment they are both provided and used. In contrast, products are created and "exist" before being purchased and used.
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