Service Design - Characteristics of Service Design

Characteristics of Service Design

Service design is the specification and construction of technologically networked social practices that deliver valuable capacities for action to a particular customer. Capacity for action in Information Services has the basic form of assertions. In Health Services, it has the basic form of diagnostic assessments and prescriptions (commands). In Educational Services, it has the form of a promise to produce a new capacity for the customer to make new promises. In a fundamental way, services are unambiguously tangible. Companies such as eBay, or collectives such as Wikipedia or Sourceforge are rich and sophisticated combinations of basic linguistic deliverables that expand customers' capacities to act and produce value for themselves and for others. In an abstract sense, services are networked intelligence.

Service design can be both tangible and intangible. It can involve artifacts and other things including communication, environment and behaviours.

Several authors (Eiglier 1979; Normann 2000; Morelli 2002), though, emphasize that, unlike products, which are created and “exist” before being purchased and used, service come to existence at the same moment they are being provided and used. While a designer can prescribe the exact configuration of a product, s/he cannot prescribe in the same way the result of the interaction between customers and service providers, nor can s/he prescribe the form and characteristics of any emotional value produced by the service.

Consequently, service design is an activity that suggests behavioural patterns or “scripts” to the actors interacting in the service, leaving a higher level of freedom to the customers’ behaviour.