Service Design talks

Service design is the practice of designing a whole service, not just a single product or screen. It looks at the full customer journey across every touchpoint, from a website and an app to a phone call, a shop counter or a letter, and at the people and processes behind the scenes that make the service work.

It matters for UX work because people experience a service as one thing. A polished app does not help if the delivery, the support line or the paperwork lets them down. Tools such as journey maps and service blueprints help teams see where these breaks happen.

The talk collected here is “Service Design Thinking” by Marc Stickdorn (2014), tagged with design thinking, journey mapping and touchpoints.