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Service Design - Attributes
|
USERS
|
JOURNEY
| SYSTEMS
BEFORE
Where does the journey start? What happens before the 1st service touchpoint?
TOUCHPOINTS
What happens during service delivery? What are the main touch points with the user?
FRONT OF STAGE
What are the things that users see? Why?
BACK STAGE
What makes it work behind the scenes? Why can't users see some of these things?
AFTER
What happens after the service has been delivered?
ONBOARDING
What is it like for the user to start using the service? Do they understand how it works? Is anything explained? Does anyone help?
AVAILABILITY
Is the service responsive and available when needed?
FLOW
Is it a smooth experience to use the service? Do the steps and touch points flow together nicely? How?
INFO & FEEDBACK
What information does the user need & when? How is this accessed or delivered?
PRICING
Is the cost of the service reasonable? Are there tiers? What's the difference between each tier?
PRIVACY
Can the user decide what level of privacy they want? How?
TANGIBLES
What physical facilities, equipment, personnel & comms are used? Why do you think they were chosen? How did each contribute to the service & experience?
SENSES
How are the senses accommodated? What engages sight, touch, sound, smell & taste? In what way and to what effect?
APPEARANCE
What does it look like? What style is it? Is it clear or confused? Does it match? How & why?
FUNCTION
What function is the service performing?
ADDITIONAL SERVICES
Are there add-on services? What are they? Are they relevant and adding value? How?
CONNECTION
Does the service connect to other things? What? Are they relevant and adding value?
INTERACTION
How does the provider communicate with users? Online? Offline? Is it effective?
ATTENTION
Does the system and process notice when a user needs support? How? When? Is it effective?
TERMS OF USE
What are the rules for using the service? Are they known already or are they explained? How?
ERRORS
How are errors handled? How are they identified, handled or prevented?
COMPLAINTS
How are complaints lodged? What happens? How are mishaps handled?
EVENTS & ACTIONS
How have they been designed for the expected & unexpected?
EMOTIONS
What emotions does the service spark?
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