Paul Thurston and Nick Marsh introduce service design through examples, compare it with UX design, and offer six tips for moving into service design work. They distinguish designing service touchpoints from using design methods to shape organisational strategy.
People
Nick Marsh
Paul Thurston
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.