Service Design (Wikipedia)
Wikipedia’s article on service design: the discipline of planning and arranging the people, infrastructure, communication, and material components of a service. Covers its definition, the 1982 origin of the service blueprint (G. Lynn Shostack), its formal naming as a discipline in 1988 (Vandermerwe and Rada), five design principles, and a three-part methodology of analytical, design, and collaborative tools.
License: CC BY-SA 4.0 — https://creativecommons.org/licenses/by-sa/4.0/
Key points
- See Service Design for the definition, the five principles (user/human-centered, co-creative, sequencing, evidencing, holistic), the methodology (analytical/design/collaborative tools), touchpoints, and servicescape.
- The article also traces the service blueprint to a 1982 G. Lynn Shostack article, and the discipline’s formal naming to a 1988 paper by Sandra Vandermerwe and Juan Rada.
- The article also covers public- and private-sector case studies (Denmark’s MindLab, the UK’s Government Digital Service/Policy Lab/Behavioural Insights Team, New Zealand’s Family 100 project, the Myyrmanni shopping mall/KONE redesign), a healthcare-application section, British Standard BS 7000-3:1994, the Industry 4.0-to-5.0 sustainability discussion, and a consultancy-history timeline (Livework, Engine, Service Design Network).