Lab+9

__**Tutorial 9 Wiki Questions:**__


 * According to the slideshow by Sylvain Cottong, who is an employee at [|http://www.integratedplace.com], describe the tools and methods of 'service design' (2 paragraphs).**


 * From your personal experience, what would be a scenario in which these methods would be useful? (2 paragraphs)**

The service design industry includes design methods from product and interacting design methods to eventually produce a design for the experience of the product and the interface. This part of design enables making a product more useful and more desirable and is focused on customer experience. The need for service design is growing because most products today are combined with service one way or another. To ignore the fact that customers are the soul providers of a business success would be naïve, therefore companies should integrate service design concept in all of their business designs.

Service design involves several steps that focus on the experience of the service interface as opposed to the experience of a specific product. One of the steps in service design is looking at ethnography, user context or studies and personas. This step involves examining the specific context, background, and culture the service will be in. Another step would be the customer journey map. The customer journey map involves how the user experiences the service interface over time. Its main focus is to understand how long users interact with a service and how satisfied they were with the service. The next method would be service blueprinting which is a quantitative/statistical description of important service elements. This method involves examining how the service is meant to work and whether or not it worked accordingly.

From my personal experience, I think travelling in airplane would be a very good scenario in which these methods would be useful. I know a lot of people who would get nervous by the idea of flying and the methods mentioned above can help designers create designs that can change the flying experience.

Designers can consider the lighting of the plane, attitudes of the flight attendants, temperature of the plane, etc… which would all affect customers’ perception of the whole flying experience. Most people hate how much the plane moves during flights and also the feeling of being in a contained space also scare some passengers. The planes can modify to create more open space if possible.