What is a service?

“A service is somethings that helps someone to do something”

Lou Downe, Good Services

User Experience Design VS Service Design

It’s a matter of scope. What the user interacts with to how that system works.

“Service design improves the experiences of both the user and employee by designing, aligning and optimising an organisation’s operations to better support customer journeys.”

Sarah Gibbons, NN Group

“Service design concerns itself with trying to link up and incrementally improve the fragmentation of user experiences by linking parts of a disconnected system up and re-designing it to help meet user needs and service outcomes.”

More Choice, More Expectation

As customers we are less influenced by the core offering than by the layers of experience around it.

Cost of Bad Services

£7.3bn per month

UKCSI - The state if customer satisfaction in the UK - January 2025

“Outstanding service comes down to attention to detail, proper training and a friendly, personalised approach.”