What Is Service Design, and Why Is It Suddenly Sexy?
What Is Service Design?
Have you ever noticed that people who sell tangible products—such as cars or even clothes—focus on the intangibles or services their products will deliver, whereas people who sell services such as banks, often call their offerings products? In the continuum between products and services, almost every so-called product or service falls somewhere in the middle. Each offering, say a mortgage or a physiotherapy, is a product, in that it has some structure—by way of a price point, a benefit, a mode of delivery an underlying technology or principle, and a form—physical or digital. But every product is also a service—seen as the lifetime of value it delivers every ...
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