设计和技术指南

理解服务设计原则的指南

服务设计是一个综合性的, systematic approach to meeting user needs and making experiences more competitive. Rather than playing “whack a mole” with updating features and UI components, service design looks at your users’ entire experience of your brand and helps identify the most effective areas for growth and change.

服务设计 是我们十大正规博彩网站排名博彩网站评级的核心. We’ve found that a service design approach to a digital problem gives us a more holistic view of where the digital “piece” fits. This perspective ensures that the entire user experience (both digital and non-digital) is more consistent and ultimately successful.

Illustration of front of house and back of house at a restaurant

什么是服务设计?

我们整天都在体验服务, 结果就是, we intuitively know what good and bad services feel like (think about the difference in interacting with Disney vs. DMV). 不管你是否认为自己在提供服务, 如果你创造了任何可以参与或互动的东西, 服务设计可以帮助您做出更好的决策. 

服务设计 is an approach that facilitates a holistic understanding of your offering and empowers you to make that entire experience better for your users, 员工, 和客户.

餐馆可以是一个有用的比喻. Think of all the staff working together to support a customer’s dining experience: hosts, 服务器, 厨师, 管理, 巴瑟, 洗碗机, 等. 服务设计 looks at how each of these roles interacts with the others to create a meaningful, 美味的, 对客人来说是愉快的经历. 

服务员知道食客过敏时该怎么做吗? Is the seating process efficient, and are the relevant parties (server, bartender, 等.)发生时通知? Does kitchen staff know what to order and when to minimize waste and maximize budget? 服务设计 examines interactions like these to produce a blueprint for optimizing and enhancing the customer’s experience and the needs of the business.

服务设计的原则

五个主要原则指导服务设计过程. These ideals guide the process outlined in the next section and are hallmarks of the work.

以人为中心

也许比什么都重要, service design is centered around discovering people’s needs and desires related to your offering—and building features, 产品, 以及满足这些有形需求的支持结构.

协作

服务设计 is cross-functional, taking multiple practices into account. 从 UX和UI设计 到内容策略, 政策, 客户支持, 发展, 甚至是合法的, 服务设计可以跨技能集和部门博彩网站评级.

 迭代

The key deliverable of service design work is a “blueprint” of what’s happening 今天 and what we want to happen in the future—what to build and how to build it. This creates a vision and aligns the team as they iterate to create the best possible offering for users.

顺序

A core tenet of service design is understanding the sequence of events your user is going through. 它研究一个行为如何引发另一个行为, so you can look at how users are getting where they want to go—or where exactly they’re getting lost.

整体

An all-encompassing perspective is the hallmark of service design work. You gain a bird’s-eye view of your entire offering and can make targeted adjustments based on this perspective.

两个人在白板上设计用户体验

服务设计的组件

服务设计 has four primary components, which affect and respond to the others. The service design deliverable—the blueprint—gives you insight into the relationship between these components. Understanding this relationship allows you to see how changing something in one component will affect the others, and you can do this strategically while you work to improve your product or experience.

This component focuses on the people who use—or enable—your service. These people are usually customers, 员工, spouses, family members, 等.

产品

These are the tools and technologies that are a part of your service. These might be 产品 customers use to engage with the service or tools that support staff leverage to enable the service.

过程

此组件查看客户需要执行的阶段或步骤, 员工, 和更多的, 继续使用你的服务. It could be process steps that individuals choose to move through, 或者它们可能是他们必须通过的步骤.

合作伙伴

These are third-party support structures or what we sometimes call “customer advocates.” This component encompasses the people who enable the service experience but are not directly involved—the people who make the service happen.

服务设计的好处

服务设计 benefits any team looking to create meaningful, successful 产品 and experiences. 服务设计的大图景, holistic approach helps to break down silos while keeping teams and companies relevant and innovative. And experiences viewed and analyzed by a service design team often see increased customer loyalty 和更多的 profound relationships over time. 这是一项影响并惠及每个人的博彩网站评级 在内部 和外部.

关于服务设计的要点

服务设计 helps you go from thinking you know how your offering works to knowing exactly how it works in the real world. A service design perspective allows your team to look beyond the product itself and informs where changes will be made—and ultimately make those changes more effective. This can look like product updates but can also influence 政策 and non-digital changes. 

服务设计 gives you a holistic understanding of your offering and empowers you to improve the entire experience for your users, 员工, 和客户.

 

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