This chapter explores the distinctions between UX design, channels, and touchpoints within service design, emphasizing that UX extends beyond screen interactions. Through examples like banking and healthcare, it illustrates how the interplay of multiple channels and touchpoints satisfies various user needs across different contexts.
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.
See full show notes at:
https://theinformed.life/2024/08/25/episode-147-chris-risdon/