"Service design, while often talked about in academia, is getting more and more attention from design companies and service providers, as the impact of experience design has been proven to increase customer satisfaction and brand perception."
Jennifer Bove has summarized into 5 issues when we talked about service design — immediacy, co-creation, voice, expertise and customisation.
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2 comments:
It is now come to an age that designers don't generate the expectancy, but the users themselves. That is why user-generated content media usually work, since people likes to talk instead of simply listen, isn't it?
If my assumption true, we should start thinking about how to get people open their mouthes, but not anymore digging a creatively way to tell your own story.
Partly agree. It's true that user-generated content will be dominating, but the way to tell stories and how to engage our users in our stories (by allowing them more chances to voice their opinions, or customizing the content to give more ownership and sense of belongings so that users would feel like they are part of the stories and they are co-creating them) would still be at the top priority in the communication process.
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