Service design

Service Design is the activity of planning and organizing people, infrastructure, communication and material components of a service, in order to improve its quality, the interaction between service provider and customers and the customer's experience. The increasing relevance of the service sector, both in terms of people employed and economic importance, requires services to be accurately designed. The design of the service may involve a re-organization of the activities performed by the service provider (Back office) and/or the redesign of time and place in which customers come in contact with the service (Front office). The term Service Design was coined by Prof. Dr. Michael Erlhoff at Köln International School of Design (Köln international school of design) in the early 1990s, and later the study has been intensively developed by Prof. Birgit Mager