Defining Service Design: Research, Analysis, and Designing Interactive Touchpoints

Thomas Wilson, a senior principal service designer, delves into the definition of service design, emphasizing its multidisciplinary nature. Service design involves researching, analyzing, and designing interactive touchpoints within a system or service to create positive outcomes for customers, employees, and the organization. It spans various design aspects like systems design, business design, and customer experience, focusing on problem-solving and human-centric solutions.