The activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers. (Wikipedia)
Services are intangible, immediate, and abstract; as services become more refined, their need for support gets bigger as well. Internal flaws are what often make complex user experiences break, and these problems and flaws are most often caused by a lack of service design.
Elements of service design:
According to Sarah Gibbons, include:
People who create, use, are directly or indirectly affected by the service.
Digital or physical objects necessary to execute the service correctly.
Procedures carried out by users or employees through a service.
There are benefits to service design, including:
Any existing conflicts can emerge, taking out some shortcomings and pointing out any internal errors, having a talk pointing out weak points and coming up with possible solutions for those problems, and also creating new relationships to help line up front end and back end roles.
Components of service come down to front end and back end, what the customer sees and what they do not.
Elements of front end – products, channels, touch points, and interfaces.
Elements of back end – technology, systems, infrastructure, and policies.