[IxDA Discuss] Is interaction design more than skin deep?

[Jeff Howard]

Fred wrote:
> This is the sort of thing that toes what I perceive 
> to be a nebulous line between something called "user 
> experience" and something else called "customer 
> experience."

I see Netflix is an example of "service design." It's often
referenced along with exemplars from car rental, banking, airlines,
coffee houses and package delivery as a classic example of the
discipline. 

It brings together touchpoints from many different disciplines:
interface design (the site), graphic design (the mailers), system
design (how your queue works) along with the more human side of the
interactions like customer service and support and integrates
everything with business strategy. 

Service designers don't create all this in isolation. It's
conceived as an incredibly collaborative discipline that works
directly with stakeholders to co-create the service experience.

Here are a couple firms to look at in this area:

Engine
http://www.enginegroup.co.uk/

Live|Work
http://www.livework.co.uk/

// jeff


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Posted from the new ixda.org
http://www.ixda.org/discuss?post=25522