An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

More than user-centered, we say human-or people-centered, because it’s more about understanding social interactions rather than simply thinking about users. In other words, it has to do with the understanding of interaction between different kinds of people that are involved in a service provision. This is the core. Without it, it’s not service design. Without that deeper understanding of interactions, behaviors, habits, and needs, it can’t be defined as design.

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