Brief Introductions (Part 2) - Service Experience and Service Design
Service Experience
Services live and die by the engagement of their users - fulfilling experiences encourage users to engage deeply with services and to return, while frustrating and inconsistent experiences will drive them avoid a service and to seek a competing alternative. The varied points of interaction within a service contribute to the overall user experience, which is sometimes regarded as the customer journey. The characteristically user-centric approaches of designers enables them to address services from this perspective, and designers are expanding their influence within organizations through this proposition. As the propagation of services forces competition based on rich and rewarding user experience, service organizations are increasingly responsive to the purported relevance of a design-led approach. Through service-led strategy and user-centered services, the fundamental measure of organizational success is shifting from economic efficiency to experience effectivity and affectivity. Organizations that succeed in this realm aim to orient their operations toward providing users with seamless, cohesive experiences across their channels of interaction, encouraging sustainable construction of value with satisfied, loyal users.