The Roles and Human Resources of Service Design

Abstract

Objective: The aim of this study is to investigate the roles and human resources of service design. Background: The definition of service design is not clear yet, also did not define in this study. I studied the components of service design which are roles and human resources. That is helpful to understand the definition of service design and to clarify the works in service design. Method: I compare the service design with user experience design. I empirically define the roles and human resources of service design. Results: The roles of service design are service strategy, research, service concept design, service specification, service architecture design, integrated communication design, integrated system design, integrated operation design, service evaluation, launch, operation, and knowledge management. Conclusion: We defined who works and what works in service design. Application: The results of this study help the clarification of service design.