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Service Design

What it is

Service design treats the whole journey as the thing being designed, including the parts the customer never sees: the people, systems and hand-offs behind each touchpoint. A screen is one moment in that journey; a delivery, a phone call and an internal queue are equally part of it.

Why it matters

Most bad experiences are not caused by a bad screen but by a broken hand-off between two teams that each did their part correctly. The order arrives late because the warehouse system and the tracking email run on different schedules, and neither team owns the gap between them. Service design exists to find and own those gaps: it maps the whole journey, names the backstage processes that must support each moment, and checks that the service survives its bottlenecks — one queue, one approval, one busy Monday.

In this track

  1. Frontstage, backstage and support processes (03-design-ux/38-service-design/01-frontstage-backstage-and-support-processes) — separating what the customer sees from the work and systems that make it possible.
  2. Designing across channels (03-design-ux/38-service-design/02-designing-across-channels) — keeping one journey coherent when it moves between app, phone, email and shop.

Prerequisites

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