Components of service design

Service design encompasses 3 components that must be designed and integrated to create a total user experience:

• People: People refer to anyone who creates or uses the service. This includes employees, customers, partners, and even fellow customers encountered throughout the service.
• Props: These are physical or digital artifacts, including products, necessary for performing the service successfully. This includes physical spaces like storefronts, teller windows, and conference rooms. It could also include digital environments, web pages, blogs, social media, digital files, physical products, and collateral.
• Processes: These refer to any workflows, procedures, or rituals performed by employees or users throughout the service. Examples include placing an order at the counter, resolving issues over support, or bagging up physical products.^[1]