The Business Case for

Service Design
If you want to convince your organization to start doing service design, it’s crucial to
have compelling reasons for why service design is great for business. Here we provide
you with the ammunition you need. We also give you a few tips on how to identify the
right moment to introduce service design to your organization.

What benefits can your organization

gain through service design?
• You might already have a quality product, but great customer service on top of that
will help you build brand loyalty so your customers keep coming back.

• Great customer experiences are no longer a nice-to-have; they are simply what
consumers expect. Consumers will go elsewhere if your organization fails to deliver.

• Service design helps you maximize resources because it helps you see new
opportunities for the products and resources your organization already has.

• All organizations have services, but not all organizations purposefully design them.
Purposeful service design allows you to innovate your organization’s services to
make them cheaper and more pleasant for your customers at the same time.

interaction-design.org

Creative Commons BY-SA license: You are free to edit and redistribute this template, even for commercial use, as long as you give credit to the Interaction Design Foundation. Also, if you remix, transform, or
build upon this template, you must distribute it under the same CC BY-SA license.
• Purposeful service design can help you reach more markets because you can adapt
your service to fit local requirements.

What benefits can your team gain

through service design?
• Service design takes the entire organization into account, so it’s a great way to build
stakeholder engagement with your team.

• Service design is customer-centered at its core, so it will help your team become
more human-centered.

• The service design process will provide your team with excellent customer insights
which your entire organization can use.

• Service design can help you build faster innovation cycles.

When are the best moments for

introducing service design to your
organization?
• When you don’t have a clear value proposition for your product, service design can
help you find one.

• When you have a sense that customers should have a better experience with your
products than they are having.

• When you don’t have a clear idea of what kind of experience you want your product
to deliver.

• When your organization or product offering is complex and unclear, either internally
or for your customers.

interaction-design.org

Creative Commons BY-SA license: You are free to edit and redistribute this template, even for commercial use, as long as you give credit to the Interaction Design Foundation. Also, if you remix, transform, or
build upon this template, you must distribute it under the same CC BY-SA license.
Do You Want to Learn More?
Learn how to use this template to your best advantage in our online course Service
Design: Delivering Integrated Service Experiences. Sign up for it today and learn how to
design and deliver your own service experiences.

Service Design: Delivering Integrated

Service Experiences
Intermediate course

Service Design is important! People engage with services every day and everywhere, so as
designers we can make a big difference to a lot of people if we ensure that those services
are efficient and provide a great experience. We can also make a big difference to our
businesses and organizations if we ensure that services are delivered better than our
competitors.

By the end of the Service Design: Delivering Integrated Service Experiences course, you’ll
know how to confidently run a service design project and which tools and methods to use
along the way. You’ll also know how to evangelize service design in your organization
and with your stakeholders, and how to assemble a service design team.

If you're already familiar with human-centered design methods or work in user

experience, product design or even C-Suite business management, then this course will
extend your skills and show you how to deliver integrated and omni-channel services as
part of a collaborative team. You'll be able to apply a deeper understanding to your
existing work to achieve even better results.

Learn more about this course 

interaction-design.org

Creative Commons BY-SA license: You are free to edit and redistribute this template, even for commercial use, as long as you give credit to the Interaction Design Foundation. Also, if you remix, transform, or
build upon this template, you must distribute it under the same CC BY-SA license.
How to Advance Your Career
With Our Online Courses

Take Online Courses Get a Course Advance Your Career.

by Industry Experts. Certificate. Use your new skills in
Lessons are self-paced so Your answers are graded your existing job or to get
you'll never be late for by experts, not machines. a new job in UX design.
class or miss a deadline. Get an industry-recog- Get help from our com-
nized Course Certificate munity.
to prove your skills.

See all our courses 

About the Interaction Design Foundation

With over 66,000 alumni, the Interaction Design Foundation is the biggest design school
globally. Industry leaders such as IBM and Adobe train their teams with our courses, and
universities such as MIT and the University of Cambridge include our courses in their
curricula. Our online courses are taught by industry experts and cover the entire spec-
trum of UX design from beginner to advanced. We give you industry-recognized course
certificates to advance your career. Since 2002, we’ve put together the world’s biggest
and most authoritative library of open-source UX Design literature created by such noted
authors as Don Norman and Clayton Christensen.

interaction-design.org

Creative Commons BY-SA license: You are free to edit and redistribute this template, even for commercial use, as long as you give credit to the Interaction Design Foundation. Also, if you remix, transform, or
build upon this template, you must distribute it under the same CC BY-SA license.