Experience-based Service Design

Experience-based Service Design is an approach that focuses on creating services that prioritize the user’s experience. It involves understanding the needs, feelings, and behaviors of customers throughout their journey with a service, from start to finish. Designers gather insights through research and observation, then use this information to enhance every touchpoint, ensuring the service is enjoyable, efficient, and meaningful. The goal is to build services that not only meet users' functional needs but also create positive emotional connections, leading to higher satisfaction and loyalty.