UX vs Service Design: What's The Difference?
- Customer Experience, Tech, Website Development

UX vs Service Design: What’s The Difference?

You can’t rely on just one person when creating a great user experience for your customers. Instead, you need a team of experts working together to ensure the result is nothing short of amazing. So what’s the difference between UX design and service design? And why do you need both on your team? Read on to find out.

  1. What is UX design, and what is service design?

UX services concern the overall experience of using a product or service. This includes everything from the initial interaction to the ongoing use of the product or service. On the other hand, service design focuses on designing and improving the customer service experience. This includes everything from the initial contact with the service, to the actual delivery of the service, to post-service follow-up. Both UX and service design are important in creating products and services that are easy to use and enjoyable to interact with. However, they each have their unique focus and approach.

In short, it can be said that UX is the WHAT of user experience – it is what the user deals with when they come to the website, browse it, decide to make a purchase, and use the product. Service design is HOW this service is supplied – how many people, resources, and information go into the service. More plainly, how many people deliver this service, and how many resources go into it at each stage of user-product interaction?

  1. How are they different?

UX design is about creating a great user experience when interacting with a product or service. This includes everything from how the product or service looks and feels to how easy it is to use. Service design, on the other hand, is all about designing and delivering a great service. This includes everything from how the service is delivered to how it is marketed and advertised. In short, UX design is about the user experience, while service design is about the service itself.

How are they different
How are they different?

Source: storyblok.com

To illustrate the difference between these two terms, let’s take a look at an example. Imagine you are planning a trip to a new city. The UX design of your travel website would focus on making the experience of using the site as smooth and easy as possible. On the other hand, the service design of your travel website would focus on ensuring that the service you offer – such as booking flights and hotels – is of the highest quality. In short, UX design is about creating a great user experience, while service design is about delivering a great service.

Another example to illustrate the difference can be anything to do with using a support option on the website. First, a user needs to get connected to a chat agent, and the chat needs to be launched. Then the user communicates the issue, and the support agent provides the help needed. All of it encompasses the user experience UX. On the other hand, service design is behind-scenes actions such as when a support agent checks a database to resolve the issue, regularly fills out the forms that need to be filled out, keeps track of changes, talks with a manager, etc. So service design is all the people and technology behind-the-scenes that work to make this service work.

  1. What are the similarities between the two

UX design and service design share a lot of common ground. Both disciplines focus on creating positive user experiences, whether through a digital product or an in-person service. Both also use various research methods to gather user data, and both rely heavily on collaboration to create successful solutions.

UX design and service design share the goal of providing a great user experience, but they take different approaches to achieve this goal. UX design is focused on how a product or service is used, while service design takes a broader view of the entire user journey. As a result, service design often includes elements of strategy, marketing, and operations, in addition to design. However, both UX and service design focus on the user and creating an experience that meets their needs. By understanding the overlap between these two disciplines, businesses can create more holistic and effective experiences for their customers.

What are the similarities between the two
What are the similarities between the two

Source: gotoresearch.com

  1. UX designer on its own isn’t enough

In the world of design, there are many different specialties and sub-specialties. However, two of the most closely related fields are UX design and service design. These disciplines focus on the user and creating an experience that meets their needs. However, UX designers typically focus on digital products, while service designers take a more holistic view of the customer journey. Many businesses now realize they need both UX and service design to create a truly great customer experience. Without both disciplines working together, it can be difficult to anticipate and solve all potential problems a customer might encounter. By combining the skills of UX and service designers, businesses can create a seamless and enjoyable customer experience that meets all of their needs.

Final thoughts

UX and service design are two closely related disciplines that focus on the user and creating an experience that meets their needs. While UX designers typically focus on digital products, service designers take a more holistic view of the customer journey. Many businesses now realize they need both UX and service design to create a truly great customer experience. By combining the skills of UX and service designers, businesses can create a seamless and enjoyable customer experience that meets all of their needs.

UX vs. Service Design: What’s The Difference?

close
Digital Marketing Strategies by Understanding eCommerce

Join the Club!

Every week, we'll be sending you curated materials handpicked to help you with Digital Marketing. 

Plus, you'll be the first to know about our discounts!

We don’t spam! Read our privacy policy for more info.