Trends Report

Five Things CX Pros Should Know About Service Design

January 18th, 2017
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Dane Anderson , Diane Deng , Allegra Burnette , Bill Nagel


At its core, the practice of service design borrows from the human-centered and iterative elements of design thinking and applies them across a service journey of sequential interactions. Customer experience (CX) pros may recognize that this practice has overlaps with customer journey mapping, experience design, and CX ecosystem mapping approaches. This report highlights the merits of a more disciplined and holistic approach to service design and provides some best practices.

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