As awareness and capability grows for service design, more and more people are talking about “service experiences.” We are “designing for service experiences,” we are “delivering service experiences,” and we are “experiencing services.” But what makes up a service experience? What is this “lifecycle” thing all about? Well, I’m going to break it down for you and stake a claim that all services experiences follow this same lifecycle. Let’s dive in!Customer vs. Service LifecyclesWhen we say “lifecycle,” we’re talking about an end-to-end sequence of “events” or “phases” that happen over time. (The key to understanding lifecycles is to remember that they happen over time.) Think about your own life. You were born, you live, and you die. This is a very simplified model of the human lifecycle.When we are talking about

Source: Understanding the Lifecycle of Service Experiences


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