As goods are traditionally tangible consumable objects, services are intangible such as our Postal Service or the end-to-end service of a restaurant. Today products and services now exist on a continuum, not as separate commodities.

NNgroup, 2018.

As creating a service is designing the end-to-end customer journey experience, service design is understanding what we as employers and employees have to do to produce that desirable customer journey.

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We look at the three things that comprise a service,


and design new approaches to delivering
services people enjoy, simple.


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