This chapter explores the significance of service design in crafting seamless user experiences across different channels and interactions. It emphasizes the impact of context and the blend of tangible and intangible elements in shaping these experiences.
Chris Risdon is a Senior Staff Designer at eBay. Chris describes himself as an interaction designer that tends to look through a service design lens. Alongside his co-author Patrick Quattlebaum, Chris wrote Orchestrating Experiences, which is an excellent guide to the practice of service design. In this conversation, we unpack service design: what it is, how it benefits organizations, and how it might be changing in light of new technologies like AI.