An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

The whole research process can be explained as problem seeking (interviewing and observing people to understand what their problem really is) and problem framing (defining the main aspects of the problem, such as parameters, patterns, and themes). At the end of such a discovery process, service designers should be able to frame the problem with enough confidence so that they can move into the next phase of the service design process (brainstorming and concept generation).

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