In todays class we looked at what service design is, and how it is integrated in UX design. Service design is how we help somebody do something, and this can be something as simple as getting lunch. Service design covers the whole service, not just the digital solution. When doing service design, we must think about all of the different parts that bring the whole piece together.
UX design covers the digital interactions that the user has, whereas service design thinks about all of the digital and physical interactions that the user has in the process of getting a task done. UX design is one of the many touchpoints that the user will have with the product, and this is part of a more holistic and orchastrated process. Service design is important to ensure that the whole user journey is consistent and a better experience. Service design is so important, because if one interaction is poor then it can affect the whole service. Attention to detail is a big part of this, and thinking through every situation and interaction.
A service blueprint allows us to look at the customer journey and the business journey, combining them into one. Touch points are how the customer interacts with the business, which may be signage, a staff member, a card machine, or a digital product. Front stage are what directly interacts with the user, whereas backstage is what is unseen to the user but essential for the service. A service blueprint helps us identify the touch points that are causing pain points, and how we can find a solution to solve it.