Talk title

Service Design in the Era of Digital Services

Abstract

When in the early 90th of the last century design left the physical space and started designing for service systems it was the time when services were delivered in a physical space between people in real time! Service Design became a crucial component for service quality and innovation – bringing together the experiences for users at different touchpoints with the structures, processes and the culture of the provider, working in a holistic, visual and interdisciplinary way. Now we are seeing a continuing digitization of services –and service design is facing new challenges and opportunities. This lecture will give a short glimpse into the history of service design, it will highlight how service design is now contributing to the design of primarily digital services and will show some perspectives for the future of service design!

About the Speaker