What is Service Design?
“Our economy consists of both goods and services. Traditionally, design has focused on one, not the other. Laura Forlano talks to leading practitioners in this emerging field. (…) services require designers to empathize with users, to understand interactions as a series of ‘touchpoints’ and to develop a holistic understanding of the ways in which our relationships to services govern everyday life.” (Laura Forlano ~ Urban Omnibus)