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Service design is a form of conceptual design which involves 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 service provider and customers. The purpose of service design methodologies is to design back and front office of services according to the needs of customers and the competences/capabilities of service providers, so that the service is user-friendly, competitive and relevant to the customers, while being sustainable for the service provider. For this purpose service design uses methods and tools derived from different disciplines, from ethnography (Segelström et al., Ylirisku and Buur, 2007, Buur, Binder et al. 2000; Buur and Soendergaard 2000) to information and management science (Morelli, 2006), and interaction design (Holmlid, 2007, Parker and Heapy, 2006). Service design concepts and ideas that are typically portrayed visually, using different representation techniques according to the culture, skills and level of understanding of the stakeholders involved in the service processes (Krucken and Meroni, 2006, Morelli and Tollestrup, 2007). Service design may inform changes to an existing service or creation of new services. == History of service design == In early contributions on service design (Shostack 1982; Shostack 1984), the activity of designing service was considered as part of the domain of marketing and management disciplines. Shostack (1982), for instance proposed the integrated design of material components (products) and immaterial components (services). This design process, according to Shostack, can be documented and codified using a “service blueprint” to map the sequence of events in a service and its essential functions in an objective and explicit manner. In 1991, service design was first introduced as a design discipline by Prof. Dr. Michael Erlhoff〔Moritz 2005, p. 66.〕 at Köln International School of Design (KISD). In 2001, Live│Work, the first Service Design and Innovation consultancy, opened for business in London. In 2003 Engine, initially founded in 2000 as an Ideation company, positioned themselves as a Service Design consultancy. In 2004, the Service Design Network was launched by Köln International School of Design, Carnegie Mellon University, Linköpings Universitet, Politecnico di Milano and Domus Academy in order to create an international network for service design academics and professionals. In the first joint manifest of the network, Service Design and its approach was described in the following manner: :"(Design ) is an emerging discipline and an existing body of knowledge, which can dramatically improve the productivity and quality of services. :Service Design provides a systematic and creative approach to: : * meeting service organisations’ need to be competitive : * meeting customers’ rising expectations of choice and quality : * making use of the technologies’ revolution, that multiplies the possibilities for creating, delivering and consuming services : * answering the pressing environmental, social and economic challenges to sustainability : * fostering innovative social models and behaviours : * sharing knowledge & learning :/.../ :The Service Design approach is uniquely oriented to service specific design needs and is rooted in the design culture. The Service Designer contributes crucial competencies. The Service Designer can: : * visualise, express and choreograph what other people can’t see, envisage solutions that do not yet exist : * observe and interpret needs and behaviours and transform them into possible service futures : * express and evaluate, in the language of experiences, the quality of design :Service Design aims to create services that are Useful, Useable, Desirable, Efficient & Effective :Service Design is a human-centred approach that focuses on customer experience and the quality of service encounter as the key value for success. :Service Design is a holistic approach, which considers in an integrated way strategic, system, process and touchpoint design decisions. :Service Design is a systematic and iterative process that integrates user-oriented, team-based, interdisciplinary approaches and methods, in ever-learning cycles." These, at that time provisional, definitions have later been developed and advanced, but also worked as a foundation. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Service design」の詳細全文を読む スポンサード リンク
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