Human-centered

The human-centered principle of service design means that service designers should consider everyone who is affected by the service, not just users.^[1] This includes the service provider, customers, stakeholders, and even people who aren't customers but might be impacted by the service.

By focusing on the needs and experiences of all these people, you can create better services that are more useful and enjoyable for everyone involved. For example, think of a hospital redesigning its waiting room. A user-centered approach might only consider the needs and preferences of patients who are waiting for appointments. But a human-centered approach would also consider the needs and experiences of hospital staff who work in the waiting room, as well as family members who might be waiting with the patients.