The Philosophy of Service Design

“If we perceive any inconsistency in how a service appears, or if we perceive an inconsistency between the touchpoints of a service and the service itself, we render the service design inauthentic and we lose faith in it. This impacts on our ability as users to engage with the service and therefore impacts on the value it generates both for it’s designers and/or for the bottom line of company who provide it.” (Freg’s Blog)

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