Glossary
Service Design
What is service design?
Service design organizes the people, resources, and processes through which a service is delivered. It considers both what users encounter and the work behind those interactions, with the aim of better meeting users' needs.
Nielsen Norman Group describes people, physical or digital resources, and processes as components of a service. Improving one part may require changes elsewhere.
Example
A better customer-support form may help, but the service also depends on how information passes between staff. If customers keep repeating the same details, the handoff deserves a look.
The approach can be applied to public services such as transport or education and private services such as retail or hospitality. In each case, start with what people need to accomplish and the full process that supports them.
A redesign's effect on delays or other outcomes should be measured.