Definitions from the well-known
Not so much a new, standalone 'field of knowledge' as a new 'way of thinking.'
— Marc Stickdorn
An interdisciplinary field combining design, management, and process engineering that designs systems and processes around user needs to generate new social and economic value.
— Copenhagen Institute of Interaction Design
Service design is the work of developing the work environment, tools, and processes that let employees deliver the best service aligned with the brand's message.
— Continuum
The 4 Ps (Product, Price, Promotion, Place) + People (the service experience) + Process (workflow) + Physical evidence (environment and tangible evidence).
— Booms & Bitner
My take
Each member moves their work and schedule forward with both the backstage and the front-stage situations in mind.
Scope
CO-CREATIVE : all stakeholders, including customers — the interaction between them
SEQUENCING : multiple touchpoints, interactions / narrative
HOLISTIC BIG PICTURE : system design, culture, values, norms, organizational structure, process
EVIDENCING : physical evidence : tangible
USER CENTERED : understand shared language, habits, culture, social context, motivation / embrace differences
