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Service Design definition #1,145

17 February, 2010

I’ve been at the Webstock conference today. At the often asked question “what do you do” (that I equally asked with gay abandon) I answered “service design”. To the slightly blank eye-squinting head-leans I’d clarify:

“you know how web is a channel, well service design is concerned with the web channel, the paper channel, the phone, and in person channels, how they all connect and match, how they’re supported by business process, infrastructure and strategy and how all that supports the customer to achieve their goal, knowing that their goal doesn’t start and end with the business interaction, but with their own personal goal or need.”

“Ahhh, I see” Well, that’s what they’d say. Needs finessing, but for an on-the-fly, non-SD-savvy crowd it felt pretty right.

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3 Comments leave one →
  1. Dan permalink
    17 February, 2010 11:44 pm

    I like it, it’s short, it’s sharp and it’s in every day language.

  2. 18 February, 2010 1:46 am

    bang on, methinks

  3. 18 February, 2010 9:37 am

    Additional thoughts on the train this a.m.. SD is not only about how customers use a touchpoint, but why that touchpoint, what else are they doing when interacting with the touchpoint, how did they get there, what else do they use other than the touchpoint, why would they come back. And then joining all of that up.

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