At Koos Service Design, we’ve been combining Service Design and UX Design for over 5 years now. Service Design is about understanding the holistic service experience, as it happens over time. All touchpoints are included: from a call with customer service to a website. It is a human-centered approach that helps to solve the right problem.
Service Designers reading this may know: a lot of crazily good service concepts and ideal Customer Journeys end up catching dust on office room dividers. UX Design, or let’s say ‘digital user experience design’, is about understanding and improving the user experience of a specific touchpoint. It is the best that could have happened to Service Design, as it clears away the dust and takes a leap to actually solving the problem, in the best possible way. Better than Swiffer, I tell you. At Koos, we’ve seen a huge increase in concept implementation, since we started UX’ing.
The other way around, Service Design is the best that could have happened to UX. We’re all being battered with apps nobody wants, digital solutions to absent problems and user flows that can’t be completed without calling customer service. No matter how elegant your design may be, if it doesn’t correspond to actual user needs, it will serve its time roaming the caverns of the Internet.