<\/span><\/h3>\n\n\n\nIn academic and industry literature, User Experience (UX), is considered in the context of any user experience when interacting with digital devices. One of the main tasks of UX is to design logical processes consistent with human thinking and natural user behavior. UX Designers deal with the what, how, why, and what of digital interaction in the shortest possible time<\/em>. The most important part of a digital experience is usability. This means that the structure and purpose of the design are clear and easy to use. The interface is intuitive. UX is what is born in the user when they use a service or product. Let us look at the Bolt Food app as an example. A hungry user is an angry user. How do you design an experience that goes from hungry and angry to calmly waiting? You need to shorten the process as much as possible. Limit yourself to a few clicks. And for dessert, show the user the wait time and a map with information about where their delivery person is. There is nothing worse than not knowing how long the food will take to arrive!<\/p>\n\n\n\n<\/span>Employee Experience (EX)<\/strong><\/span><\/h3>\n\n\n\nThere is one last acronym left, EX, which stands for Employee Experience. The question that probably comes to your mind is, \u2018What does this have to do with Service Design?\u2019 Let\u2019s answer it! Quite recently, it was discovered that employee experience translates into customer experience and user experience. In the past, only HR cared about employee well-being – explaining the importance of social benefits and all the perks that the company may or may not always offer. The last 15 years have been ground-breaking in the area of EX. It has shown that work is a critical aspect of our lives. Creating an environment where employees have a sense of belonging and feel valued and appreciated is a very important metric for many organizations.<\/p>\n\n\n\n
Companies that work to develop EX find out that they can retain talented employees much easier. Satisfied employees are more productive employees, which translates into better products and services. An example? There are many. My favourite is the Friday off during the summer. It has been shown that a 4-day work week, translates into more relaxed, productive, and satisfied employees. Who would not want to take part in such an experiment?<\/p>\n\n\n\n
Do all these disciplines influence each other? Of course, they do! The responsibilities of professionals in these fields may be different, but they all use qualitative methods to understand the needs and expectations of customers and users. And above all, to prevent frustration when using a service or product. There would be no good UX without a positive CX first. And CX and UX appear thanks to BX. In turn, BX is created by EX. <\/p>\n\n\n\n
So, I think that the formula for good Service Design is <\/p>\n\n\n\n
\nSD=EX+BX+CX+UX<\/strong><\/p>\n<\/blockquote>\n\n\n\n