“Service design is one of the new disciplines that are redefining design by taking it into the realm of what's called "user experience." This is business school gobbledygook for ensuring that services (everything from online bank accounts to airline booking systems) can be used easily and efficiently. The service designer literally designs every aspect of the customer's experience by applying the type of thinking that designers use intuitively in conventional projects, such as analyzing problems and inventing unexpectedly effective solutions. Often they do this in collaboration with other specialists, like anthropologists and economists. Good service design schemes are so intelligently planned and executed that we barely need to think about whether we're using them correctly. The bad ones (and, sadly, we've all suffered from them) are confusing, inefficient and infuriating. How often have you been flummoxed by an impenetrable online booking system or call center?”
It is surely a good definition, also because wrote on purpose to be understood by a great audience. There might be just one word missing: “ensuring that services (…) can be used easily and efficiently” and be desirable.
Have a look at this project video (comment starting at 4’30), and you’ll see how the desirable aspect brought into the project by live|work is critical and a real added value from service design.
More information about the project “Sunderland: Make it Work” in live|work’s website.
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