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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=25522 ________________________________________________________________ *Come to IxDA Interaction08 | Savannah* February 8-10, 2008 in Savannah, GA, USA Register today: http://interaction08.ixda.org/ ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
