{"id":2173,"date":"2020-10-14T16:24:53","date_gmt":"2020-10-14T07:24:53","guid":{"rendered":"https:\/\/sdg.neuromagic.com\/?p=2173"},"modified":"2022-01-27T17:07:53","modified_gmt":"2022-01-27T08:07:53","slug":"who-uses-service-design","status":"publish","type":"post","link":"https:\/\/sdg.neuromagic.com\/en\/who-uses-service-design\/","title":{"rendered":"Who Uses Service Design?"},"content":{"rendered":"\n

Services are an important part of our daily lives. From filing our taxes to riding public transit, communicating within our organizations and using apps on our smart phones\u2014 we are almost constantly participating in a wide range of services.<\/mark><\/p>\n\n\n\n

There are many different kinds of services and they can vary greatly in complexity\u2014 as such, Service Design can be a broad and sometimes vague field.<\/p>\n\n\n\n

The Interaction Design Foundation<\/a> defines Service Design as what is it is<\/em>:<\/p>\n\n\n\n

a process where designers create sustainable solutions and optimal experiences for both customers in unique contexts and any service providers involved.<\/p>Interaction Design Foundation<\/cite><\/blockquote>\n\n\n\n

And the Nielsen Norman Group<\/a> defines Service Design by what it does<\/em>:<\/p>\n\n\n\n

Service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization\u2019s operations to better support customer journeys. <\/p>Nielsen Norman Group<\/cite><\/blockquote>\n\n\n\n

It’s one thing to read definitions and understand the concept of Service Design\u2014 but for whom and by whom is Service Design implemented?<\/mark><\/strong> Let’s break down just three of the ways Service Design has been used to solve problems and help execute better services in real life.<\/p>\n\n\n\n

Service Design for Citizens, by Government and Public Institutions<\/h2>\n\n\n\n
\"A<\/figure>\n\n\n\n

Public service systems are incredibly complex. They often involve the coordination of multiple private, government and non-government agencies, and must be delivered accurately and consistently to citizens who come from a wide range of backgrounds<\/mark>. The integration of service design in governments and public institutions is a huge opportunity to create more user-friendly and tech-integrated interactions with government. We use government agency websites, apps, social media, and physical offices to get information and complete tasks that are vital to our daily lives. We are doing things like paying utility bills, filing taxes, and requesting street repairs.<\/p>\n\n\n\n

Creating efficient government services requires the ability to think about the larger service ecosystem<\/p><\/blockquote><\/figure>\n\n\n\n

Creating efficient government services requires the ability to think about the larger service ecosystem<\/mark>, from interactions between federal, state, and city agencies, to private companies to citizens. It also requires empathy, and the ability to understand what individual citizens in varying situations are going through.<\/mark> Service design tools, like empathy maps, service blueprints, customer journeys, and personas can help make sense out of the chaos, and find pain points that need immediate repair.<\/p>\n\n\n\n

To learn more, check out these government and non-profit organizations that are actively employing service design in their day to day work:<\/p>\n\n\n\n