Hey, what the fuck is Service Design?

Service design creates a win-win situation. It entails helping organisations make their service offering and processes pleasurable and easy to use without neglecting the profitability aspect of business. Owners, personnel and customers are all happy, and everyone wins.   

Service design combines customer experiences with business and technology. It begins with attaining an understanding of human needs and behaviour by asking questions of why and how. Why do people behave as they do? How do they deal with everyday life and the services around them? How could things be made better or different? These questions help in developing services that meet people’s needs and even go beyond. Service design makes sure that organisations consider these aspects, and every person involved in the process, from managers to developers and front-line personnel, act accordingly. Everyone knows their role in delivering good service experiences. Motivated personnel are an essential asset. In this equation, everyone matters and everyone wins. Sounds simple, doesn’t it?

An answer by Kirsikka Vaajakallio

Helsinki, Finland
Lead service designer, partner and employee experience director at hellon