The Informed Life
Chris Risdon on Service Design
Aug 25, 2024
Chris Risdon, a Senior Staff Designer at eBay and co-author of 'Orchestrating Experiences,' dives into the importance of service design in today's tech landscape. He explains how service design enhances user experiences across various channels, particularly as AI changes the game. The conversation covers the complexity of service ecosystems, the need for cohesive orchestration in user interactions, and the rising expectations from users in an information-rich world. Chris also shares insights on navigating challenges within the field.
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Quick takeaways
- Service design emphasizes creating meaningful user experiences across various touch points, necessitating a broader understanding of user interactions within service contexts.
- The integration of AI in service design is transforming user experiences by redistributing tasks and raising expectations for cohesive service delivery.
Deep dives
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.
