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Service design 1:11
A 71-second explainer of Service design, narrated over the same demo you can try yourself.
Try the interactive Service design demo
What this video covers
Service design is designing the whole end-to-end experience of a service - across every channel, touchpoint and moment, and crucially the behind-the-scenes people, systems and processes that make it work. Where product UX focuses on the screen in front of you, service design zooms out to the entire journey, including everything the customer never sees.
The app looked perfect - but follow the service backstage and the cracks appear: the order that doesn't reach the kitchen, the call-centre that can't see your account, the handoff that drops you. That's why service design zooms out: the customer experiences one service, but it's delivered by a whole invisible machine, and a failure anywhere shows up as "bad UX". Design the front and the back.
