UX Reference · Topic
Service design
Service design examines how people, processes and channels work together across an experience. These entries describe service relationships, delivery and recovery.
27 entries
Adoption BarrierAn adoption barrier is a factor that prevents, delays, discourages, or limits people from starting or continuing to use a product…Also: Adoption obstacle, implementation barrier, usage barrier
BackstageBackstage refers to the staff actions, systems, data flows, policies, approvals, rules, and operational processes that users may not see…Also: Back-office process, operational layer, hidden service layer
Business RequirementA business requirement is a statement of an organizational, operational, policy, compliance, financial, or strategic need that a product…Also: Organizational requirement, stakeholder requirement, business need
Case ManagementCase management is the coordinated handling of an individual case through ownership, status tracking, records, decisions, staff action…Also: Case handling, case coordination, service case workflow
Change ManagementChange management is the structured process of preparing, supporting, and guiding people, teams, and organizations through a transition…Also: Organizational change management, transition management, implementation support
Channel StrategyChannel strategy is the planning of how users can access, move through, receive support from, and complete a service across different…Also: Service channel planning, access-channel strategy, multichannel service strategy
FrontstageFrontstage refers to the visible parts of a service that users directly encounter, such as screens, content, staff interactions, messages…Also: Visible service layer, user-facing layer, front-office experience
Journey MappingJourney mapping is a method for representing a user’s or customer’s experience across stages, actions, touchpoints, decisions, barriers…Also: Customer journey mapping, user journey mapping, experience journey mapping
Jobs to Be DoneJobs to Be Done is a product and service framing approach that focuses on the progress a person is trying to make in a specific situation…Also: JTBD, job theory, customer job
Omnichannel ExperienceOmnichannel experience is the continuity of a user’s service experience across connected channels, where information, status, support, and…Also: Joined-up channel experience, cross-channel experience, integrated service experience
Operational WorkflowAn operational workflow is the sequence of activities, decisions, handoffs, roles, systems, and exceptions through which work is completed…Also: Workflow, business process, service workflow
Opportunity AreaAn opportunity area is a focused space for potential improvement identified from evidence, user needs, service problems, or strategic…Also: Opportunity space, design opportunity, improvement area
Pain PointA pain point is a specific difficulty, friction, uncertainty, failure, or burden that negatively affects a person’s ability to complete a…Also: User problem, friction point, barrier
Recovery PathA recovery path is a designed route that helps users, staff, or systems move forward after failure, error, rejection, blocked progress…Also: Recovery route, correction path, support path
Service BlueprintA service blueprint is a structured representation of a service that shows user actions, frontstage interactions, backstage processes…Also: Service blueprinting, service process blueprint, frontstage-backstage map
Service DesignService design is the practice of designing and improving the interactions, processes, touchpoints, roles, and evidence that shape how a…Also: Service experience design, service innovation design, service journey design
Service EcosystemA service ecosystem is the wider network of users, staff, channels, systems, policies, data, partners, resources, and constraints that…Also: Service system, service environment, delivery ecosystem
Service HandoffA service handoff is the transfer of responsibility, information, status, or action between users, staff, teams, systems, channels, or…Also: Handover, service transition, responsibility transfer
Service RecoveryService recovery refers to the actions taken after a service failure to acknowledge the problem, support the affected person, repair the…Also: Recovery response, complaint recovery, failure recovery
Service StandardA service standard is a set of criteria used to assess whether a service is good enough to deliver, operate, improve, and govern in a way…Also: Service quality standard, delivery standard, service assessment criteria
Stakeholder MapA stakeholder map is a representation of people, groups, roles, organizations, or institutions that influence, deliver, use, govern, fund…Also: Stakeholder analysis map, actor map, influence map
Support Ticket AnalysisSupport ticket analysis is the systematic review of support requests, complaints, helpdesk records, or service queries to identify…Also: Helpdesk analysis, support log analysis, customer support analysis
TouchpointA touchpoint is a specific point where a person interacts with a service, product, organization, system, communication, staff member, or…Also: Service touchpoint, interaction point, contact point
User NeedA user need is an evidence-based statement of what a user must understand, decide, access, provide, or accomplish in order to complete a…Also: Need statement, service need, user goal
UX GovernanceUX governance is the set of roles, standards, decision rules, processes, and accountability mechanisms that guide how user experience…Also: Design governance, experience governance, UX operating model
UX MaturityUX maturity is the level of organizational capability to apply UX, usability, accessibility, research, and human-centered design practices…Also: UX capability, HCD maturity, usability maturity
UX RoadmapA UX roadmap is a prioritized plan that sequences user experience research, design, evaluation, and improvement work over time.Also: UX improvement roadmap, experience roadmap, design roadmap