Lab+-+Week+9

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Service design is an integration of, “…design methods from product design and interaction design for designing the experience of and the interface to services” (Cottong, 2009). It is a method which yields efficiency for the creator and increased usability for its users. This results in an enjoyable experience. ======

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Service design is important because it is a human centered approach which is customer experience oriented, and the worth of service is weighted heavily in determining the success of how the customer feels (Cottong, 2009). Quality can be improved through the interaction of the service provider and the customer, with the use of service design. ======

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Customer Journey Maps is a useful tool in service design because it plots out the thought process and emotions of their experience. The Customer Journey Map jots down different touchpoints that records the customer’s interaction with the service . This helps analyze the actions and reactions of the user by observing their experience. ======

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An example used in the slides is the Customer Journey Map about traveling through an airport. The emotions of the customer are analyzed along with faster service solutions in response to arising issues during different phase of their experience. ======

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Methods and tools such as service prototyping are used to illustrate real life situations, which stimulates real world scenarios. ======

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Cottong, S. (2009, August 18). //UX Design, Service Design and Design Thinking//. Retrieved March 14, 2010, from SA UX Forum: http://www.slideshare.net/sylvain/ux-design-service-design-design-thinking?src=related_normal&rel=441988 ======