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Designing Extraordinary Service Experiences

In: The Design Imperative

Author

Listed:
  • Steven Chen

    (California State University)

Abstract

Services, particularly retail services, may also benefit from design thinking. This chapter provides several frameworks for designing service experiences. Then, the chapter introduces a “practice style” approach toward service design, which recognizes that consumers differ in their motivations for service engagement and how they like to perform services. Finally, the chapter will outline best practices to address disruptions in the everyday lives of consumers that may pose a threat to service continuity. Examples from consumer services (e.g. Disneyland), physical fitness (e.g. P90X), and crafting (e.g. Color Me Mine) industries abound.

Suggested Citation

  • Steven Chen, 2019. "Designing Extraordinary Service Experiences," Springer Books, in: The Design Imperative, chapter 10, pages 143-170, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-78568-4_10
    DOI: 10.1007/978-3-319-78568-4_10
    as

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