Service Design Quiz

What is a service?

• A provided way for performing a task

• How the user interacts with a product

• When a person helps the user buy something

• A way to evaluate whether a task is achieved or not

The core of services is

• Offering

• Interactions

• Touchpoints

• Channels

What is the process of a service?

• How it is ordered, created and delivered

• How it is designed, through mapping the experience and other tools

• What the user gets for the price he/she's paying

What are some characteristics of a service?

• Intangible

• Inflexible

• Fluctuating desire

• Co-managed

• Flexible

What can be a touchpoint?

• Spoken communication

• Signage

• Mailings

• Provider ownership

• Inflexible

Design Thinking is:

• Thinking about design

• Designing ways in which people think

• Asking users to solve problems

• Defining, framing and solving problems from users' perspectives

Design Thinking is a Linear Process. True or False?

• True

• False

Service design tackles .......

• Only one touchpoint

• Many touchpoints

A purchase receipt is a service evidence

• True

• False

What is an aspect of service design?

• Resources to connect people and/or machines

• Environmental

• Process and experience

• Focus on interaction between person and artifact