Introduction to Service Design

Service design is framed as an approach that focuses on creating meaningful experiences across various touch points over time. This perspective emphasizes the need to understand user interactions not only with products but within broader service contexts, highlighting the importance of both physical and digital channels. It recognizes that designing an experience involves considering the varying conditions under which users interact with services, such as the environment and the devices used. For instance, a healthcare app may be designed differently based on whether practitioners are using it in an emergency room or while discharging a patient.