An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

Services are people-centric entities that are essentially relational and social. They are also temporal, because relationships happen over time. Because human actions and relationships are at the basis of services, it is essential that we acknowledge the uncertainty and unpredictability as contingent to services. Service interactions are therefore unpredictable; we have no guarantees that things will happen in a certain way.

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